Customer Experience

Managed People Solutions; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading event management firm is seeking a Customer Experience & Events Manager based in Sandton, Johannesburg. The ideal candidate will host and present premium distillery experiences while delivering exceptional customer experiences. Responsibilities include managing events, upselling opportunities, and building relationships within the wine and spirits industry. Ideal candidates have over 5 years of experience in hospitality and event planning, with proven success in customer experience management.

Qualifications

• 5–7 years’ experience in hospitality, events, or customer experience, with at least 2 years in a leadership role.
• Proven success in planning and executing premium events.
• Strong track record in driving event sales and delivering exceptional guest experiences.

Responsibilities

• Personally host and present distillery experiences.
• Deliver engaging presentations reflecting brand's premium positioning.
• Develop and schedule a year-round calendar of events.

Skills

Customer experience management

Event planning

Upselling strategies

Relationship building

Presentation skills

Education

Degree or Diploma in Hospitality, Marketing, or Business Management

Tools

Booking systems

Google Workspace

POS systems

Social media

Job description

Our client is seeking a Customer Experience & Events Manager based in Sandton, Johannesburg with experience in the wine and spirits industry.

The ideal candidate is a dynamic, detail-oriented professional with a passion for delivering exceptional customer experiences and building strong relationships within the industry.

Responsibilities

• Personally host and present most distillery experiences: Gin School, Gin & Chocolate Pairing, Cocktail Classes, private/corporate bookings, themed events, and product launches.
• Deliver engaging, knowledgeable, and polished presentations that reflect the brand's premium positioning.
• Adapt delivery style for different audiences, including corporates, tourists, and high-LSM locals.
• Actively create upsell opportunities during events (bottle sales, merchandise, future bookings).
• Brief, manage, and support part-time and event staff during delivery.
• Develop and schedule a year-round calendar of events (e.g., themed evenings, seasonal menus, product launches, corporate packages).
• Create new formats to expand beyond existing offerings, such as premium tasting dinners, mixology nights, and limited-capacity VIP events.
• Build tailored packages for private and corporate bookings with integrated upsell opportunities.
• Identify, secure, and deliver offsite event opportunities, including corporate activations, festivals, and brand partnerships.
• Ensure brand presentation and service standards are upheld in all external environments.
• Work with marketing to create multi-channel campaigns for upcoming events (email, social media, partnerships).
• Build and maintain relationships with corporates, hotels, tourism operators, and influencers to drive bookings.
• Track and analyse event sales performance, refining pricing, packages, and promotions based on data.
• Curate multi-sensory, Instagram-worthy experiences from guest arrival to departure.
• Incorporate premium décor, curated food pairings, and exclusive merchandise into event design.
• Collaborate with production to create limited‑edition cocktails or gin serves available only at specific events.
• Refresh event content and presentation styles to encourage repeat visitation.
• Lead end-to-end setup, delivery, and teardown for all events, ensuring every detail meets brand standards.
• Recruit, train, and mentor additional part-time presenters as event demand grows.
• Maintain event readiness for both planned and short-notice bookings (stock, glassware, garnishes, décor).
• Develop and implement operational checklists to ensure consistency across on-site and off-site events.
• Manage all incoming event and experience enquiries via phone, email, and social DMs.
• Oversee booking systems to ensure events are listed accurately and kept up-to-date.
• Handle post-event follow-up to encourage repeat visits and customer reviews.

Qualifications and Experience

• Degree or Diploma in Hospitality, Marketing, or Business Management.
• 5–7 years’ experience in hospitality, events, or customer experience, with at least 2 years in a leadership role.
• Proven success in planning and executing premium events.
• Strong track record in driving event sales and delivering exceptional guest experiences.
• Proficient in booking systems, POS, Google Workspace, and social media.

Desirable / Additional Skills

• Operational knowledge of stock control, scheduling, and merchandising.
• Hospitality and retail experience is beneficial.

Key Objectives

• Increase event frequency and revenue – both on-site and off-site.
• Maximize sales per guest through upselling and strategic retail.
• Consistently deliver exceptional guest experiences as the face of the brand.
• Expand team capability by training and managing part-time presenters.
• Maintain premium standards in all environments and under all timeframes.