As an Account Manager, you will be responsible for supporting the experience of F+R’s most valuable customers by providing expert advice and exceptional service. You will play a crucial part in enhancing our customers' experience and ensuring each receives the best possible guidance and support in their fine wine and spirit’s journey.
You will support the Managing Director and the Sales Director, Asia, in preparing offer pipeline planning, order processing, client service queries and requests for account information, and management of shipping or fulfilment processes.
This role will be measured and remunerated on service metrics, quality of communication, resolution of tickets around key accounts, and working to deliver a consistent and exceptional brand experience for F+R’s most valuable customer segments.
KEY RESPONSIBILITIES:
• Execute offers and service initiatives as directed by management.
• Ensure alignment with clients' goals/objectives and customer needs.
• Adhere to and uphold established service standards to provide a consistent and superior customer experience.
• Maintaining an innovative approach and knowledge of service protocols and procedures.
• Definition and proactive management of the onboarding process and journey for new (and returning) key accounts.
• Profiling of customers (new and existing) across enthusiasts, emerging collectors, established collectors, speculators, and investors.
• Generate and maintain accurate reports on customer interactions, sales activities, and service performance.
• Provide regular updates and insights to management.
• Act as an ambassador for fine wine and spirits, sharing your passion and expertise with customers.
• Educate customers on the qualities, history, and enjoyment of fine wines and spirits.
• Make recommendations based on customer preferences and objectives.
• Ensure timely and service-driven communication with customers regarding orders, offers, and services.
• Provide proactive updates on order status and delivery timelines.
• Address customer issues and concerns promptly and effectively.
• First contact resolution: ensure customer issues are resolved on the first contact.
• Escalate complex or unresolved issues to the appropriate departments while maintaining customer satisfaction.
• Work closely and collaboratively with other departments, including sales, marketing, logistics, and customer service, to ensure seamless customer experiences.
• Participate in cross-functional meetings and initiatives as needed.
• Assist in the planning, execution, and monitoring of marketing and sales campaigns.
• Provide feedback and insights on campaign performance and customer response.
PERSON SPECIFICATION:
• Demonstrable sales experience in performing to a standard of commercial excellence for an extended period.
• Take ownership of personal development—planning to improve (taking part in key initiatives, projects, external courses, e.g. MW) and grow expertise and skillset.
• A learning mindset, keen to develop ambitiously and prioritise.
• Proven track record of delivering commercial targets.
• Tenacious, enterprising commercial outlook.
• Highly proficient in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).
• Functional experience working with CRM (Hubspot would be advantageous).
• Highly capable communicator and collaborator with the ability to work cross-functionally at all levels.
• Strong attention to detail and a methodical and logical problem solver.
• Ability to thrive in a fact paced sales focused environment.
• Hold WSET qualification level 3 or 4 or studying towards this.
• Strong knowledge of wine with a passion for the industry.
• Strong relationship building skills.
• Good command of both spoken and written English, Cantonese, and Mandarin is preferable.
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.
Email careers@frw.co.uk to apply
As the Marketing Operations Manager at FINE+RARE/Vinfolio, you will be at the heart of our marketing and sales engine. In this role, you will play a critical part in fostering collaboration across teams and using your technical expertise to build and implement CRM solutions that align with business objectives and enable scalability. We are seeking an individual who is excited by the opportunity to own our CRM and manage our marketing tech stack, building new data pipelines and automation capabilities as we look to redefine the fine wine industry.
This position will support Vinfolio (US) and FINE+RARE (UK, Asia and Europe).
KEY RESPONSIBILITIES
Marketing Operations/CRM Strategy
• Collaborate with cross-functional teams to create and implement CRM strategies that align with the company's global objectives.
• Identify and integrate marketing technology tools that will enhance and scale our capabilities.
Data Management and Analysis
• Manage and maintain the CRM database, ensuring data integrity and accuracy.
• Develop reporting on customer data and behavior patterns to identify trends and insights that inform marketing initiatives.
• Monitor and report on CRM performance metrics, providing actionable insights to stakeholders.
System Management
• Oversee the implementation and optimization of HubSpot and related tools, ensuring data accuracy, process simplification, and automation.
• Train and support team members in using CRM systems effectively.
Campaign Management
• Design campaign workflows that support global marketing and sales initiatives across channels (email, paid advertising, direct mail and events).
• Segment our customer database to deliver personalized marketing campaigns.
Collaboration and Support
• Work closely with marketing, sales, and customer experience teams to ensure a unified approach to CRM initiatives.
• Provide insights and recommendations based on business needs and database insights.
PERSON SPECIFICATION
• Bachelor’s degree in Marketing, Business Administration, or a related field.
• Prior experience in Marketing Operations, SCRM Management, or related roles, preferably in a global context.
• Deep understanding of HubSpot and overall marketing technology stacks, including tools and best practices related to e-commerce.
• Experience building automation in HubSpot with features like Marketing Hub, Sales Hub, and Operations Hub.
• Experience integrating new data sources and building data pipelines that connect our marketplace platform and CRM with 1:1 data accuracy.
• Experience in partnering with marketing and sales teams to deliver new system capabilities and improve operational processes.
• Proficient in data analysis and reporting, with experience using tools like Google Sheets, Microsoft Excel, Power BI/Tableau.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a cross-cultural and cross-functional environment.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.
Email careers@frw.co.uk to apply