Job Description
Role Overview:
This role is a very exciting one (we think so anyway!) as you will be joining a company in its early stages with big growth ambitions over the next 5 years. If successful, you will be our first employee and as such will have the potential for virtually unlimited opportunities for progression (for the right applicant).
The company very much has a startup mentality. By this we work in a fast-paced environment, no two days are the same and we expect the team to help in any area that is necessary.
This will include customer service, new product development, picking and packing, building relationships with our members and overall contributing to our growth in any way that might be required.
So if you want to be part of a growth story and be rewarded for loyalty, hard work and innovation this is the role for you. We want a motivated, ambitious individual to come and be part of something very special.
That said, the role will focus on four core areas day to day:
Community Management
- Manage the day-to-day customer service enquiries from our customers and subscribers. Whether it be an enquiry via email, phone, or our website ‘Live Chat’ function, offering excellent support and communication is vital to building & retaining our community.
- Manage any customer issues around deliveries, missing items etc alongside the Ops Team.
- Printing all orders and creating any required gift notes.
- Monthly tasks to include collating, checking, and printing all subscription orders; creating and printing monthly subscriber note and ensuring any additional print materials/extras are included in each box.
- Research and organise additional subscriber benefits, e.g. Discounted tastings & distillery tours, retail discounts with brand partners and other exclusive offers.
- Arrange social media & website cocktail content, from brand partners, for our various subscriber channels, e.g. Cocktail demonstrations for Instagram from brand ambassadors.
- Gather feedback from customers/subscribers, including any potential areas of improvement to our products/subscription.
Brand Partnerships
- Research and plan our subscription box brand partnerships, ensuring the box contents are agreed three months in advance of the dispatch date with co-founder.
- Manage all brand partner relations to ensure we deliver marketing value to every brand.
- Organise the delivery into our HQ of all stock items (liquid, snack & free gift) in plenty of time for subscription boxes to be fulfilled each month.
- Gather required social media images (incl. URL) from brand partners and schedule.
- Further develop brand partnership opportunities around sampling via our subscription boxes, including incentivising subscribers to offer feedback on new brands etc.
Retail
- Manage all retail orders, log on Salesforce and communicate the orders to the Ops Team.
- Ad hoc retail projects.
Operations
- Assist the operations team in readying and fulfilling our monthly subscriptions and day to day orders.
- Assists with batching and bottling
Accountabilities
- Ensuring all customer service enquiries are responded to in a timely manner and are dealt with in a professional and personable manner.
- Adding value to our subscribers and ensuring all subscription boxes contain a well curated range of products, improving the life span of our subscribers and reducing churn rate.
- Reducing the cost of goods for our subscription boxes through strategic brand partnerships, while ensuring we deliver on all reciprocal commitments for partners.
- Managing the deliveries of stock from brand partners into our HQ in an organised way, ensuring all stock is received in accordance with fulfilment deadlines and we have the correct quantities of stock required.
- Managing all brand partner digital assets to ensure we fulfil our reciprocal marketing commitments to our brand partners and any print/social media deadlines are met.
Key Relationships
Internal
- Account Director
- Marketing Director
- Marketing Team
- Head of Operations
- Warehouse Supervisor
External
- TSOC Subscribers
- TSOC Customers
- Brand Partners
Experience, skills and knowledge
Key
- Time management skills, ability to manage multiple timelines, deadlines, actions in a collaborative extremely fast-paced environment.
- Excellent customer management skills, confident in building relationships.
- Excellent problem-solving skills, able to come up with solutions and overcome obstacles.
- Strong collaboration skills.
- Strong communication (written and verbal) and influencing skills, particularly when influencing customers.
- Self-motivation, initiative, and high energy.
- Has high personal standards and promotes them in others.
- Clear and confident decision making.
- Flexible, versatile and copes well under pressure.
- Open, honest, and direct - is comfortable in giving and receiving constructive feedback.
- Passionate about achieving business success and driving community improvement.
- An excellent ability to build relationships with your colleagues, suppliers, customers, and brand partners.
- Strong knowledge of the Microsoft Office Suite, particularly Excel.
Preferred
- Knowledge of costings, GP% and e-commerce.
- Experience in cocktails and drinks
Competencies
- Attention to detail
- Innovation
- Collaboration
- Communication
- Keeping to deadlines
- Team player
- Building relationships
- Going the extra mile
- Ability to network and be an ambassador for the brand
- An innovative approach to your work
- Self-improvement and personal development within your role
Business specific requirements
- Workload within our business can occasionally spike unexpectedly and it is important that all employees are aware that their working hours can be subject to change. We require all employees to be team players and if required work outside of their contracted hours to meet deadlines.
- Our office is located within Oxford in a trading estate. The role is office based.
Job Types: Full-time, Permanent
Salary: £24,000.00-£27,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Flexitime
- On-site parking
- Sick pay
Schedule:
- Day shift
- Flexitime
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
Work Location: In person
Reference ID: Brand & Operations Executive