Customer Experience Manager

Description

JOB TITLE: Customer Experience Manager

DEPARTMENT: Marketing

TYPE: Full-Time, Salary/Exempt

SUMMARY

The ideal candidate for the Customer Experience Manager position will have a leadership mentality combined with relevant experience in the hospitality industry. This position will work within the core Summit values and vision to buildout and execute a plan for an elevated customer experience at the brewery. This position will be responsible for programming the on-site spaces to drive increased traffic and support awareness of the Summit brand, which will ultimately lead to an increased level of profitability. This position will supervise a part-time Customer Experience staff and report to the Marketing Director.

RESPONSIBILITIES AND JOB DUTIES

• Own the development and execution or build exclusive offerings and experiences during public hours and private events (food trucks, catering, live music, trivia nights, special events etc.). 
• Analyze and monitor inventory, sales, and shipments for the Ratskeller, Gift Shop and Web Store and present data to improve processes to achieve revenue and profitability goals.
• Ensure public, private and industry tours are engaging and consistent. Collaborate with internal teams to continually enhance the on-site experience.
• Manage part-time staff (hiring, scheduling, training, certifications, payroll approvals, performance reviews etc.).
• The ability to work events as needed, including but not limited to, public Ratskeller/gift shop hours, non-profit/community events, and other special events taking place at the brewery and occasionally off-site.
• Maintain the cleanliness, operation, and organization of all on-site spaces and facilities related to hospitality including oversight of functional maintenance of the spaces (tap line cleaning, linens, general repairs, A/V equipment, etc.).
• Draft and maintain Standard Operating Procedures manual for the Ratskeller, Patio, Gift Shop, Training Room and Point of Sale systems – Including thorough instructions and troubleshooting for each location.
• Manage full cycle of on-site events of varied scale including ticketed and non-ticketed events aimed at driving Ratskeller relevance, awareness and traffic. 
• Partner with Marketing and Content Coordinator to maintain and improve relevant web pages.
• Consistently communicate schedule of events and relevant details to all Summit employees.
• Adhere to all Summit policies, processes, and standards to maintain a safe and welcoming environment for all.
• Other duties and projects as assigned by the Marketing Manager

Requirements

REQUIREMENTS, SKILLS, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree preferred, but not required.
• Demonstrated success building effective, engaging and informative programming to reach a wide audience.
• 5 years of relevant supervisory experience.
• Must be willing and able to work a flexible schedule including nights and weekends.
• Proficiency with Microsoft Office Suite, POS systems, AV systems. 
• Must present a high level of professionalism, strong judgement, and excellent verbal and written communication skills.
• Ability to meet deadlines with a teamwork mentality and high attention to detail.
• Progressive experience in a merchandising or retail environment is a plus.
• TIPS or other alcohol service certifications preferred.
• High level of comfort and confidence with public speaking for tours and occasional customer facing events.
• Able to communicate and engage with diverse audiences to direct service, answer questions and resolve complaints.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS

• Able to sit or stand for the length of a workday and/or prolonged periods of time.
• Able to read, follow and communicate concise instructions in both verbal and written forms.
• Able to work in a manufacturing environment (moderate to loud, hot, humid, cold, slick, etc.) and within conditions typical of both indoor and outdoor environments (cool, warm, hot, humid, wet, etc.)
• Able to frequently push, pull, lift and/or move objects up to 50 pounds safely above waist-level and occasionally push, pull, lift and/or move objects up to 160 pounds.