Manager, Consumer Response - North America DTC at Beam Suntory in Chicago, Illinois

Job Description:

Beam Suntory is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Beam Suntory is a place where you can come Unleash your Spirit by making an impact each and every day.

Manager, Consumer Response - North America DTC

The following position is open in Illinois , United States .

What makes this a great opportunity?
Beam Suntory (BSI) is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Beam Suntory is a place where you can come Unleash your Spirit by making an impact each and every day.
 
Beam Suntory is seeking a Consumer Response Manager to join our dynamic, progressive team of Marketing and eCommerce professionals in support of one of its most exciting channels, Direct-to-Consumer (DTC). The perfect candidate is a brand builder, consumer champion, and has strong organizational and interpersonal skills.
 
Beam Suntory is the third largest Premium Spirits company in the world. We are an organization that creates brands that are a part of celebrations and our culture reflects this. By joining the team, you will be an integral part in building our brands interaction with consumers at every touchpoint. Constantly evolving and always something new to learn, this new role offers the opportunity to shape how we bring our brands to life in the minds and hearts of our consumers.

Role Responsibilities

• Building the approach and defining the processes to effectively address DTC consumer inquiries
• Utilize consumer feedback to provide insights to relevant internal stakeholders that deliver improved consumer-centric experiences across brands, ordering processes, and more to drive future offerings & optimizations
• As needed, provide reporting that highlights areas of success, opportunity, and challenge to the overall consumer engagement experience
• Collaborate with cross-functional stakeholders across commercial, digital marketing, IT, supply chain, and tax to define and implement processes that address DTC consumer experiences
• Prioritize the full range of consumer inquiries to effectively and efficiently respond to consumers, as is required based on the nature of the inquiry
• Managing multi-brand North American DTC inquiries, requests and complaints according to guidelines and performance expectations.
• Documenting all consumer interactions accurately and thoroughly in Salesforce Service Cloud.
• Assisting with the development of messaging to deliver effective responses, improving metrics for both response quality and expediency.
• Developing thorough knowledge of Beam Suntory's brands, products, and practices, as well as brand nuances related to the desired consumer experience.
• Working with brand marketing and distillery teams in supporting the growth of BSI's consumer base to build relationships and cultivate loyalty.
• Assisting with internal communications related to consumer satisfaction tracking and commercial success
• Supporting the Senior Director, North American Direct-to-Consumer in growing and developing BSI's approach to DTC in a dynamic environment

Qualifications & Experience

• 3-4 years of strong consumer experience or equivalent, preferably with a direct-to-consumer business model
• Ability to build newly-created processes that streamline and improve consumer response inquiries
• Excellent problem-solving skills and comfort in a dynamic, new-to-world channel for the company
• Ability to adapt quickly to changing business priorities and challenges
• Ability to translate and respond to a consumer's intent or needs by engaging the relevant internal stakeholder teams
• Passion for developing a deep understanding of the total eCommerce experience including the DTC value proposition, consumer mindset, digital user experience, and related processes
• Experience handling consumers in a variety of ways including phone, email, and online chat.
• Experience writing clear, concise, grammatically correct email responses to consumers.
• Experience communicating complex topics to customers in verbal and written form.
• Ability to stay organized while working with numerous consumer inquiries and the ability to work with a variety of brands, products and situations.
• Experience working in a fast-paced environment requiring flexible work schedules and shift work.
• Ability to adapt to situations where change may occur frequently.
• Self-starter mindset with curiosity, desire, ability to think beyond surface level and dive deeper into analysis and data
• Proficiency in Excel and Powerpoint
• Willingness to travel up to 10%

• Familiarity with Salesforce Service Cloud or other customer service enterprise-level tools
• Strong organizational skills with ability to influence and collaborate across functions
• Analytical skills to identify opportunities and tell a story internally and externally
• Passion for digital and the consumer's online shopping experience
• Specific commercial experience in the spirits, wine DTC, or consumer products industries would be a plus, but not mandatory

At Beam Suntory, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Beam Suntory is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant's skills and experience.

Nearest Major Market: Chicago