Consumer Co-ordinator

Scotch Whisky; Glasgow; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Bonus package

Life assurance

Pension

Product allowance

35 days annual leave

Job summary

Whyte & Mackay is seeking a Consumer Co-ordinator to act as the first point of contact for consumer enquiries across The Dalmore, Fettercairn, Jura and Tamnavulin. You will support DTC order management and engage with internal teams to ensure fast, accurate responses.

You will triage inquiries, provide pre-written replies, monitor social media and help enhance the service experience for luxury brand customers.

Qualifications

• Experience handling consumer queries via email, web form, phone or live chat.
• Experience managing queries via social media.
• Excellent communication and interpersonal skills.
• Strong problem solving and time management abilities.

Responsibilities

• Be the first point of contact for inbound consumer enquiries for The Dalmore, Fettercairn, Jura and Tamnavulin.
• Respond with pre-written answers or escalate to DTC, Distillery, Quality or Brand teams.
• Support day-to-day DTC order management and despatch activities.
• Monitor orders, track deliveries, and manage abandoned cart tasks as needed.
• Monitor and record consumer queries to identify emerging themes.
• Help build and improve our consumer service offering and processes.
• Proactively monitor and engage with social media channels.

Skills

Query handling via email/web form/live

Social media queries

Clear communication

Problem solving

Planning & organisation

Luxury brand experience

Understanding luxury consumer needs

Written articulation

Reporting consumer data

Stakeholder communication

Job description

Job Title

Consumer Co-ordinator

Function

Global Marketing - Digital Experience

Location

Head Office, Glasgow or Grangemouth - Hybrid - Minimum of 2 days per week on site.

Job Level: (Internal Reference Only) 3

Contract

Full Time / Permanent

Role Reports to:

DTC Controller

Date vacancy will close

30th October 2026. Where we receive high numbers of applications wemay close vacancies early. If you think this is the right opportunity for you

Who we are

Born in Glasgow, made in Scotland and enjoyed around the world. Whyte and Mackay is home to a collection of multi-award-winning global whisky brands led by The Dalmore, Fettercairn, Jura and Tamnavulin. Our mission is to be a driving force in whisky, renowned for building brands that stand-out. Enabled by our brilliantcommunity of 675 colleagues, reaching across 17 countries and counting. We're led by our values, continuing to grow and invest and looking for great talent to join our brilliant community. Ready to hear more?

What the opportunity looks like:

The Consumer Service Coordinator acts as the first point of contact for all consumer enquiries for our for Single Malt Brands - The Dalmore, Fettercairn, Jura and Tamnavulin - and support consumer facing sales channels (DTC & DVC).

The CSC will respond to all consumer queries across owned channels, with either a pre-written response to common questions or elevate to the relevant stakeholder, working closely with the DTC, DVC, Quality and Brand teams, ensuring a timely and accurate response to satisfy the consumer query.

The CSC will also support with day to day DTC order management, supporting the DTC despatch team at R&P.

• First point of contact for all inbound enquiries by email and web form submission.

• Triage on all enquiries and responding with pre-written responses for common questions or escalating new queries to the relevant stakeholders - DTC, Distillery, Quality, Brand etc.

• FAQ planning for specific activities - working with relevant stakeholders to anticipate which questions might be asked around launches, products etc and building/maintaining library of answers.

• DTC order monitoring - working closely with DTC Controller & Despatch Team to ensure all orders are sent in correct time frames, tracking is added and monitored that deliveries are successful, abandon cart monitoring and any ad hoc tasks around DTC orders.

• Query monitoring and recording - to allow us to track common queries and spot any new emerging themes.

• Building and developing our consumer service offer - proactively looking at ways to improve the service and continue to deliver best consumer service experience, driving efficiencies and process management.

• Proactive Social Media Monitoring and Engagement

Skills and experience that will help you be a success:

For this role we're looking for:

• Previous experience with handling incoming consumer / customer queries via email, web form, phone call and /or live chat.

• Experience in handling passive consumer / customer queries - via social media.

• Excellent communication, interpersonal skills and ability to manage complex consumer / customer queries.

• Self-motivated and ability to problem solve.

• Planning & organisational skills - excellent time management skills.

• Luxury Brand experience - non-essential

• Understanding luxury consumer needs would be beneficial.

• Clear written articulation skills to communicate in a brand appropriate mannr.

• Ability to use relevant technology to produce reports summarising consumer queries.

• Ability to articulate common queries to internal stakeholders to drive change.

Why join us:

We offera competitive salary, bonus package, life assurance, competitive pension, excellent product allowance, 35 days annual leave, plus enhanced family friendly policies. Our Rewards &Benefits page has further information.