Customer Experience Executive

Ian Macleod Distillers Ltd… ‘An international, entrepreneurial, brand-led, successful, sustainable, and respected, family business’

Thanks for your interest in this opportunity with Ian Macleod Distillers. We own some exquisite brands such as Glengoyne, Rosebank, Tamdhu and Edinburgh Gin. If you haven’t already, please browse around our company internet pages, immerse yourself in our colourful history and sample the details of our brands. As we start to tantalise your taste buds and whet your appetite for a career here with us at Ian Macleod Distillers, you will really get to understand just why our team members and customers are indeed so passionate about all things Ian Macleod!

--------------------------------------------------

Setting the scene…

We are Ian Macleod Distillers (IMD), a fourth generation family owned and managed whisky and spirits business operating across the UK and internationally. We are producers of multi award winning premium whisky and gin with many other whiskies and spirits as part of our exquisite portfolio. Crafting Spirits with Passion is what we do best… not only are we brand builders, but we are also producers, distributors and suppliers in Business to Business and Business to Consumer channels. We are a brand led, successful family business with our spirits (people and brands), at our very core. Driven by passion, enthusiasm, and solid business values, we are a business you will want to take a look at!

----------------------------------------------------------

Our opportunity…

Here at IMD, we strive to deliver a truly positive and engaging customer experience throughout all the key touch points in the customer journey with us. As we continue to grow and expand our business, we have been looking at opportunities to enable us to further enhance and refine the customer experience.

Aimed at customer experience and business support professional with 2-3 years’ experience who are now looking to take their career to the next level by joining a company specialising in luxury goods and experiences.

We are looking for a passionate and engaging individual, with customer experience at the heart and soul of what they do, to join our IMD family as part of our established Customer Experience team on a permanent and full-time basis.

As a Customer Experience Executive, your role is pivotal in delivering an exceptional service experience to our diverse clientele. You will serve as the first point of contact for our e-commerce and trade customers, oversee inquiries related to our Brand Homes, and manage general brand-related questions. Your engagement with customers will extend across social media platforms, providing support that is both prompt and geared towards effective resolution. In collaboration with our international sales and digital marketing teams, you will contribute to our global outreach efforts. Additionally, you will be responsible for the escalation of queries, ensuring they are directed to the appropriate individuals or departments for further action. Your commitment to excellence will help maintain and enhance our reputation as a customer-centric organisation.

It is therefore imperative that the successful candidate has the ability to build strong working relationships with key internal and external stakeholders. It is critical that the role holder acts as a brand representative at all times and has excellent written and verbal communication skills. In addition, having the ability to work autonomously and independently, delivering support in a timely and proactive manner is essential.

We are looking for an omni channel expert across telephony, email and other digital specialisms who has a minimum of 2-3 years’ experience working in a similar customer experience role to ours and we would welcome the successful candidate’s insight and creative suggestions to help us improve the overall customer experience and journey. Ideally the successful candidate will have previous experience across both ecommerce and trade customers, in addition to having experience working within the whisky and spirits industry (desirable).

The role will initially be based at our office in Broxburn however, following full induction and training, some hybrid working opportunities will be available. The role will be working on a 5 from 7-day basis which over time will include weekend work. Candidates must be able to demonstrate that they currently have the required documents to live and work in the UK.

--------------------------------------------------

Next steps…

This is a rewarding role with a competitive hourly rate and excellent staff benefits. Our Customer Experience Executive role is a varied and rewarding role so… if this type of role excites you then we’d love to hear from you! Please remember that along with your CV, you will need to answer some key questions and submit a tailored cover letter, clearly outlining why your skills and previous experiences are a perfect fit to what we are looking for! This is your opportunity to make yourself stand out from the crowd!

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

------------------------------------------------

***No Agency Contact***

Proudly supporting the #OpenToWork movement.

Here at Ian Macleod Distillers (IMD), we are an equal opportunity employer and proud members of the Scotch Whisky Association, Drink Aware and the Portman Group. We have developed our ‘Responsible Spirits’ approach, also following best practice to help shape our commitment to wider social responsibility and industry standards and promoting responsible selling and consumption of alcohol.