Private Client Relationship Manager- LA (The Macallan House/DTC)
Job Description
About the job
About Edrington
Edrington’s vision is to give more by crafting exceptional ultra-premium spirit brands. The Macallan is our central focus, supported by Highland Park and The Glenrothes in the fast-growing single malt category and Naked Malt in the blended malt category. Our portfolio is completed with Brugal premium rum from the Dominican Republic, The Famous Grouse Blended Scotch Whisky, and Wyoming Whiskey in the American Whiskey category. Edrington also has a strategic partnership with No.3 London Dry Gin.
Edrington is headquartered in Scotland and employs over 3,000 people in its wholly owned and joint venture companies, with over half employed outside the UK. We own our route to market in 16 countries and distribute our brands to more than 100 countries around the world through joint ventures and third-party agreements.
Edrington’s principal shareholder is The Robertson Trust, which has donated £322 million to charitable causes in Scotland since 1961. Our business is underpinned by the Edrington values of giving, respect, integrity, and excellence.
Hay Grade
Level 16
Compensation
$104,000- $156,000
Position Summary
Our vision is to give more to our clients through immersive consumer experiences, impeccable hospitality and be the leader in exceptional brand presentation. The Private Client Relationship team is at the heart of this vision and is a growth engine for The Macallan in the USA and will step change the shape of our business for the future. The targeted step- change of The Macallan brand performance across the USA will require best in class leadership to drive the brand building agenda across all functions. Los Angeles specifically has been called out as a priority market for the development of our Direct-to-Consumer (DTC) engagements and a center of excellence for the recruitment, engagement, and retention of UHNWI clients.
The role of Private Client Relationship Manager is to lead the PCRM agenda in the West Coast and closely collaborate with PCRM colleagues and marketing to accelerate the acquisition, engagement and relationship building to build lifetime consumer value with our most highly respected and privileged clients. The key responsibilities of this role is to amplify the brand message through high value touch point and face to face engagement with private clients as well as to provide white glove service when such clients want to learn more and purchase our prestige and ultra-prestige expressions in the portfolio.
Job Description
Lead the PCRM agenda in the West Coast USA and operate within the wider marketing structure, building skills and capability across the multi-functional organization with high value in customer PR, goodwill, positive brand perception and relationship
In collaboration with the PCRM team, Education Team, and Brand Team, build, develop, and deliver the HNWI recruitment, engagement, and retention strategy, creating opportunities to establish network and build rapport with potential clients
Organize and execute the annual series of event per program schedule to recruit, retain and engage with a focus on UHNWI in building transaction, advocacy, and relation value
Responsible for achieving PCRM KPIs related to retention and recruitment strategy of existing and future database
Propose and plan together with the brand managers and local BA all direct private consumer programs, relationship building, events, personal PR, network, product launches and events
Meet the assigned targets for engagement, response rate and consumer recommendation & advocacy, as well as capture of behavioral data and individual intelligence, under the restrictions of global and local consumer data protection legislation
Continuously work within the sales operations framework and financial model/ margin structure managing all DTC sales operations
Provide regular sights, intelligence of customers, purchase of luxury good, trends and performance of PCRM result with reporting in quantity and quality, based on an established KPI framework, with additional ad hoc reporting
Ensure link to Affinity Global programs and security of data base, uploading into HubSpot or globally directed platform and systems as directed by Edrington ensuring compliance with all local and global data protection laws
Be a product and category expert with full range expression education, education on history of The Macallan and new release narratives
Annual KPIs to be aligned with Sr. PCRM USA but include – Net Revenue, average transaction value, number of transactions, database size, recruitment, advocacy and retention
Develop the annual DTC sales & engagement strategy including private individual / HNWI activation
Conduct event analysis and generate feedback to identify area for improvement or best practice implementation
Grow and expand private client database as business development initiatives
Skills And Experience
6+ years working experience preferably in beverages, hospitality, or luxury marketing / retail.
Confidence and luxury hospitality and retail skills.
Exceptional customer service.
Familiarity with the dynamics and levers to develop a successful direct-to-consumer sales channel would be an advantage.
An understanding of brand strategy, the luxury industry and the levers that drive both.
Attitude must be in line with luxury standards including confidence, language, how we want to make clients feel and interpersonal skills.
Dress and appearance in line with luxury standards.
Leadership experience and the ability to develop and motivate a team.
The ability to balance strategic thinking with delivering commercial results.
Target-driven and results focused.
Excellent interpersonal & communication skills, written & verbal, ideally with previous international exposure.
An ability to work in a fast-paced and changing consumer environment.
Comfortable working with new technologies.
A passion for Edrington’s brands.
Fluency in English language is essential.
Commit to non-traditional work hours.
Benefits And Perks
20 days of Vacation Time
Paid Sick Leave Days and Company Holidays
Holiday Break from December 25th through 31st
Hybrid Working Schedule
Health Insurance with Premiums fully paid by Edrington for Employees and Dependents
401(k) Retirement Plan with Company Match
Life Insurance and Disability Plans
Pre-Tax Benefits
Fitness Reimbursement Program
Tuition Reimbursement Program
Professional Development
Wellbeing and Work-Life Balance
Employee Assistance Program (EAP)
Robust Parental Leave Policies
Company Events and Perks
A Diverse and Inclusive Culture
By joining Edrington, you not only become a part of a dynamic and innovative team but also gain access to a range of benefits that prioritize your success, health, and happiness.
Equal Opportunities
Edrington provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability or genetics. In addition to general legal requirements, Edrington complies with applicable federal, state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
