Member Experience Manager in Melbourne

The Members Experience Manager is responsible for ensuring an exceptional end-to-end experience for all members of The Scotch Malt Whisky Society (SMWS) in Australia & New Zealand. This role oversees customer service, operational logistics, member communication, acting as the key internal liaison between members, logistics partners, the marketing team, and the Society’s UK headquarters. The successful candidate will play a pivotal role in enhancing member satisfaction, driving retention, and delivering seamless service and operational excellence.

Key Responsibilities

• Member Services & Engagement
  • Respond to member queries via phone, email, and the website in a timely and professional manner.
  • Troubleshoot and resolve member issues, coordinating with IT support, logistics, and external service providers as necessary.
  • Manage all processes relating to new memberships: allocate membership numbers, print cards, assemble and dispatch new member welcome packs.
  • Coordinate the Whisky for a Year program.
  • Assist with the coordination and execution of member-focused events such as Whisky Fairs, Member Tastings, and Whisky Champs.
  • Ensure high levels of customer satisfaction and positive member engagement through proactive service and communication.
• Operations & Logistics
  • Collate and submit daily member orders to the 3PL partner.
  • Manage inventory including event and partner bar drawdowns, hold requests, and online product updates.
  • Maintain product listings online and ensure accurate availability and stock levels.
  • From time to time, process in-person orders and memberships at events.
  • Coordinate sea and air freight shipments from the UK, ensuring compliance with customs and excise regulations.
  • Organise the printing and application of back labels for compliance upon goods landing in Australia with our 3PL partner.
  • Maintain and reconcile inventory records, and conduct biannual stocktakes of our warehouse.
  • Order and manage office and packaging supplies, optimising for cost-effectiveness.
  • Provide weekly and monthly sales/KPI reports to ASC Ltd.
  • Collaborate with the bookkeeper to manage accounts payable/receivable, monthly management accounts, and BAS submissions.
  • Support annual budget planning and forecasting activities.
  • Maintain under-bond stock reports and ensure timely excise duty submissions.
  • Prepare monthly FIS inventory valuations and event/A&P cost summaries.
  • Assist with internal audits and ad hoc reporting requests.

Skills and Experience

• Proven experience in customer service and operations, ideally in a member-based, retail, or FMCG environment.
• Excellent organisational and multitasking skills, with the ability to manage diverse responsibilities.
• Strong written and verbal communication.
• Proficient in Microsoft Office, WooCommerce (or similar eCommerce platforms), and inventory management systems.
• High attention to detail, with a solutions-oriented approach to challenges.
• Experience working with third-party logistics and freight forwarding is an advantage.
• Knowledge of excise/customs regulations or willingness to learn.

Personal Attributes

• Member-first mindset with a commitment to delivering premium service.
• Flexible and adaptive with a willingness to take on a broad variety of tasks.
• Collaborative, dependable, and driven to contribute to a growing team.
• Passion for whisky or interest in premium/luxury goods is a plus.

Working Pattern

The role will need to be Melbourne-based, but training and handover will take place in Sydney. Initially the role will be remote, but moving to hybrid shortly thereafter.