Chicago, Illinois

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.

The following positionis open inChicago, Illinois -Senior Analyst, DTC Consumer Response & Engagement

What makes this a great opportunity?

Beam Suntory is seeking aDTC Consumer Response & Engagement Sr. Analystto join ourdynamic, progressive team of Marketing professionals. This role will support of one of the most exciting channels, Direct-to-Consumer (DTC). The perfect candidate is a brand builder, consumer champion, and has strong organizational and interpersonal skills. This role will lead to a bigger career path at Beam Suntory by learning our brands, and our consumers, learning new tools and being a part of our Digital Team.

We are an organization that creates brands that are a part of celebrations and our culture reflects this. By joining the team, you will be an integral part in building our brands interaction with consumers at every touchpoint. Constantly evolving and always something new to learn, this new role offers the opportunity to shape how we bring our brands to life in the minds and hearts of our consumers.

Role Responsibilities

In your role as a DTC Consumer Response & Engagement Sr. Analyst, you will:

  • Leverage best practices to build the approach and processes to effectively address DTC inquiries.
  • Respond to all DTC consumer inquiries, requests and complaints according to guidelines and performance expectations.
  • Document all consumer interactions accurately and thoroughly in Salesforce Service Cloud.
  • Develop thorough knowledge of Beam Suntory's brands, products, and practices, as well as brand nuances related to the desired consumer experience.
  • Manage overall consumer engagement (inc. scheduling of distillery tours, etc.).
  • Deliver above-and-beyond customer service by surpassing our consumer's everyday expectations.
  • Support Consumer Engagement initiatives to manage customer relationships efficiently and effectively.
  • Manage DTC payment & shipping inquiries.
  • Monitor consumer DTC ratings & reviews
  • Develop and analyze DTC-specific KPIs and communicate to cross-functional teams to manage consumer insights.
  • Create DTC consumer surveys for insights.
  • Collaborate with cross-functional stakeholders including Global Consumer Response, Salesforce teams, and owners of the Consumer Data Platform and CRM.
  • Partner with the Consumer Data Platform team to ensure consumer data is collected.
  • Leverage consumer data, surveys, and inquiries to develop insights to share with relevant stakeholders within the Global Brand Houses, US DTC team, and Global Consumer Response team.
  • Support the Sr Director of NA DTC and Sr Manger DTC Commercialization on new initiatives as needed.

Qualifications & Experience

At Beam Suntory, we recruit the best people to help grow our business and build on our success. To be considered for this position you must be able to demonstrate the following:

  • 2-3 years of strong consumer experience or equivalent, preferably with a direct-to-consumer business model
  • Excellent problem-solving skills and comfort in a dynamic, new-to-world channel for the company
  • Ability to adapt quickly to changing business priorities and challenges
  • Ability to translate and respond to a consumer's intent or needs by engaging the relevant internal stakeholder teams
  • Experience handling consumers in a variety of ways including phone, email, and online chat.
  • Experience writing clear, concise, grammatically correct email responses to consumers.
  • Ability to stay organized while working with numerous consumer inquiries and the ability to work with a variety of brands, products and situations.
  • Self-starter mindset with curiosity, desire, ability to think beyond surface level and dive deeper into analysis and data
  • Proficiency in Excel and Powerpoint

  • Familiarity with SalesForce Service Cloud or other consumer response enterprise-level tools
  • Passion for digital and the consumer's online shopping experience
  • Specific commercial experience in the spirits, wine DTC, or consumer products industries would be a plus, but not mandatory

In an effort to ensure the health and safety of our workforce while doing our part to protect those around us, Beam Suntory is requiring proof of full COVID vaccination for US salaried employees in our offices and commercial field roles as a condition of employment, subject to medical/religious exemptions.

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.

Chicago, Illinois

Beam Suntory is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into one of the world's leading premium spirits companies where each employee is trusted with a legacy. With our greatest assets – our brands and our people – we're driving growth through impactful marketing, innovation and entrepreneurial spirit.

Come inside and see what we're all about.

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