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Chivas Brothers Ltd

Experience Leader

Application Deadline: Monday 23rd September 2019

Bring The Glenlivet towards Speyside Single Malts leadership by moving from Visitor Centre / Traditional Distillery Tours to a Brand Home enhancing uniqueness of the Whisky Experience while highlighting Scotland’s incredible destination.


Responsible for the management of the Experience at The Glenlivet Brand Home to ensure the delivery of outstanding Customer Experience as well as net revenue and profit objectives associated. Additionally, the Experience Leader will need to bring traditional brand home visitor experience to a new level, building experiential and guest interactions and modelling positive behaviours such as proactive consumer engagement, immersive storytelling, task delegation and leadership

• Report to the Brand Home Manager

• 2 Direct Reports

• Team up to 10 people (Permanent and Seasonal)

• Key relationship internal: Brand Home staff, Single Malt marketing team, Retail Leader & Retail team

• Key relationship external: Retail Suppliers, Brand Home Customers

Job based in the Glenlivet Estate, Speyside, Ballindalloch AB37 9DB - Mandatory to be based in Speyside for this job Few travels in Scotland / London to be expected (once a month)

Key Responsibilities:
• Place great value on The Glenlivet Experience to deliver against the P&L targets (revenue and profit) that quantify that success.
• Exceed Experience business objectives, closely monitor sales and tour P&L, constantly optimise experience offer.
• Lead a team of 2 permanent people and up to 8 seasonal people. Ensure staff is appropriately rewarded & trained in the main areas (product knowledge, retail skills, selling techniques, brand advocacy).
• Ensure daily, monthly, quarterly KPI monitoring and systematic report to management on consistent / reliable / comprehensive dashboards.
• Develop and implement on line / social media strategy to make sure the customer experience is at the level of The Glenlivet brand ambition before, during, after visit.
• Define and implement new and upgraded whisky experiences to systematically enhance uniqueness of TGL brand home over competition and increase average spend per head in line with KPI’s.
• Monitor online booking capabilities.
• Manage and train passionate employees (up to 10 permanent and seasonal people).
• Design and recommend tour script, tour content, tour pricing.
• Organise VIP Hosting and Private events with a strong ability to build long term relationships with VIP customers, building awareness of TGL Brand Home across Speyside.

Skills & Experience

• Previous Senior Level Experience in Management as an Experience Manager is an absolute must for this role, preferably in International Luxury or Hospitality Brands.
• Strong Leadership Skills with significant experience in Management and ability to manage a large team.
• In-depth understanding of Experience Management such as tour operations, tastings, bar with ability to handle customer needs, requests, complaints, and capacity to maintain a fun and safe environment.
• Solid Background in Marketing / PR / Brand Ambassador / Events Organisation and knowledge of using understanding of experience management to meet operational KPI’s, revenue and profit Targets.
• Solid experience in managing inventory.
• Knowledge and passion for whisky category.
• Degree qualified in relevant subject.

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