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Visitor Centre Manager, Laphroaig

Date: Jan 10, 2022

Location: Islay, UKM, GB

Company: Beam Suntory

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.

 

 

Visitor Centre Manager, Laphroaig  

 

The following position is open in ScotlandUnited Kingdom.


 

What makes this a great opportunity?

PURPOSE & SCOPE OF ROLE: 

 

To be responsible for the overall management of Laphroaig Visitor Centre and delivery of consistent premium brand experience that is aligned with the Global Brand Strategy. The purpose of this role is to enhance brand values, deliver excellent customer service and add value to the business through a strong, capable team. Additionally, to assist with support and ideas for the ongoing overall strategy and growth of our people and the business. 

 

Role Responsibilities

  • Work together with the Visitor Centre Operations and Development Manager to formulate the strategy and identify areas of growth for the Laphroaig Visitor Centre 

  • Ensure delivery of Visitor Centre key strategic priorities as necessary, on-time and on-budget 

  • Management of the Visitor Centre team personnel through a focus on DE&I, ensuring that annual reviews, training, development and support is in place to deliver best in class customer experience 

  • Ensure Visitor Centre daily operation is managed efficiently and delivers to consistent high standards 

  • Responsible for all Visitor Centre finances, including insight and input to annual budgets and monthly P&L reporting 

  • Set annual objectives and KPIs for all team members and ensure appraisals are completed on-time 

  • Ensure strong retail management of Visitor Centre shop is in place and working with central procurement team to deliver high quality merchandise and products are on sale and aligned with brand strategy 

  • Build and maintain excellent relationships with the Laphroaig Distillery Manager and local operations teams to ensure smooth running of the Visitor Centre and ensure all health and safety standards are complied with 

  • Ensure the Visitor Centre operation is appropriately resourced commensurate with the needs of both public visitors and Trade/VIP planned visits 

  • Record and report key data insights, including and not limited to, visitor numbers, reputational scores as available (such as Trip Advisor and customer surveys) and sales figures 

  • Maintain responsibility for the overall visitor experience 

  • Any other duties necessary to ensure the efficient and effective operation of the Visitor Centre

 

KEY SKILLS & COMPETENCIES: 

 

  • Drive and passion for delivering excellent customer service and experience. 

  • Excellent communication and interpersonal skills, with a “can do” attitude. 

  • Good knowledge of Microsoft Word, Excel, PowerPoint and preferably SAP 

  • Excellent oral and written skills and able to deliver presentations to a wide and varied audience. 

  • Proven ability to work on own initiative and to build and maintain excellent relationships with key stakeholders. 

  • Strong drive and desire to succeed with high levels of energy, focus and ambition. 

  • Ability to multi-task in a demanding environment and capable of making tough decisions. 

 

KEY BEHAVIOURS AND RELATIONSHIPS: 

 

  • Can deal with demanding situations in a calm, professional and controlled manner. 

  • Works with integrity and fairness at all times and has the respect of all colleagues. 

  • Works well as part of a team whilst retaining an air of respected authority. 

  • Adaptable to colleague and customer demands with the ability to make the correct decision in a variety of situations. 

  • Friendly, charismatic, pragmatic personality. 

  • Encourages open and honest discussion and feedback. 

 

KEY RELATIONSHIPS: QUALIFICATIONS: 

 

  • Visitor Centre Assistant Manager and Visitor Centre team 

  • Distillery Management and Operations Team 

  • Visitor Centre Operations and Commercial Development Manager. 

  • Internal and External Stakeholders including, Marketing, Tour Operators, HR, Finance, EHS and Procurement. 

 

Qualifications & Experience

  • Has proven experience of leading and motivating teams, marketing of Visitor Centre’s and Customer Service delivery standards.  

  • Experience in presenting to a wide range of key stakeholders. 

  • An in-depth knowledge of Beam Suntory brands and the company values. 

  • Commercial acumen - knowledge and understanding of budgets, forecasting and P&L accounts. 

  • Current Driving License. 

  • Previous experience within the hospitality, retail and/or tourism sector is essential. 

   

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.