Customer Experience & Events Manager

Description:

The Customer Experience & Events Manager will serve as the face of the distillery, personally delivering premium guest experiences while driving the growth, quality, and profitability of on-site and offsite events. This is a hands-on hospitality and commercial role, combining event presentation with responsibility for expanding customer experiences, developing new concepts, and growing event revenue. The successful candidate will set the standard for presentation, service, and brand representation, ensuring each guest interaction reflects the distillery’s premium positioning.
Key Responsibilities
1. Guest Experience & Hosting

Personally host and present the majority of distillery experiences, including Gin School, Gin & Chocolate Pairing, Cocktail Classes, and private/corporate events.
Deliver engaging, polished, and knowledgeable presentations tailored to diverse audiences.
Actively create upsell opportunities (bottle sales, merchandise, future bookings).
Manage and brief part-time staff during event delivery.

2. Event Planning & Concept Development

Design and implement a year-round calendar of events (themed evenings, seasonal menus, corporate packages).
Introduce new premium experiences such as VIP tasting dinners and mixology nights.
Build tailored packages for corporate and private events with clear upsell opportunities.

3. Offsite Event Growth

Identify, secure, and deliver offsite opportunities such as activations, festivals, and partnerships.
Ensure consistent brand standards and service delivery across all external environments.

4. Sales & Promotion

Collaborate with marketing on campaigns to promote upcoming events.
Build and maintain strong relationships with corporates, hotels, tourism operators, and influencers.
Track and analyse event performance, adjusting pricing, promotions, and offerings where needed.

5. Hospitality Experience Design

Curate premium, Instagram-worthy guest experiences from arrival to departure.
Incorporate décor, curated food pairings, and exclusive merchandise into event design.
Partner with production to create signature cocktails and limited-edition serves.

6. Operational Leadership

Oversee all aspects of event execution (setup, delivery, teardown).
Recruit, train, and mentor part-time staff as demand grows.
Maintain operational readiness (stock, equipment, garnishes, décor).
Implement systems and checklists for operational consistency.

7. Customer Service & Communication

Manage all event enquiries via phone, email, and social channels.
Ensure booking systems are updated and accurate.
Conduct post-event follow-ups to encourage reviews, feedback, and repeat visits.

Requirements:

Key Requirements
Education & Qualifications

Matric certificate (essential).
Post-matric qualification in Hospitality, Events, Marketing, or similar (advantageous).
Degree or diploma in Hospitality, Marketing, or Business Management (preferred).

Experience

5–7 years’ experience in hospitality, events, or customer experience.
Minimum 2 years in a leadership or management role.
Proven ability to plan, promote, and execute premium events end-to-end.
Strong track record of driving sales and delivering exceptional guest experiences.
Knowledge of stock control, scheduling, and merchandising.
Tech proficiency: booking systems, POS, Google Workspace, and social media.

Skills & Competencies

Exceptional presentation and communication skills.
Strong commercial awareness with a hospitality mindset.
Customer-centric, with the ability to create memorable premium experiences.
Highly organised, detail-driven, and resilient under pressure.
Self-motivated, proactive, and comfortable working independently.
Flexible to work evenings, weekends, and event-heavy schedules.

Cultural Fit
The ideal candidate will thrive in a small, high-performance team environment, combining warmth and professionalism with commercial drive. They should bring fresh ideas, follow hospitality trends, and react quickly to opportunities, while maintaining a premium brand standard at all times.