Consumer Experience Coordinator

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

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.