Fan Services Representative Jobs

Moosehead Breweries Limited is Canada's last-major brewer still owned by Canadians. Headquartered in Saint John, New Brunswick, the company has been operated by the Oland family since it was established in 1867.

We are seeking a full-time FAN SERVICES REPRESENTATIVE who is committed to service excellence and fan satisfaction. This will be a 6-month contract position, with the opportunity for extension depending on business needs. Motivated by assisting others, resolving issues, and creating memorable experiences, this key individual will actively demonstrate WE CARE values throughout all interactions with Moosehead fans.

Reporting to the Core Marketing Director and supported by a cross functional team, this position will manage the answering of fan inquiries and complaints along with the administration of Moosehead's social media activity to deliver proactive community engagement.

This role is based at the Moosehead brewery in Saint John, New Brunswick.

Responsibilities

• Support the team in the preparation and delivery of fan rewards and compensation.
• Action fan inquiries and complaints to the appropriate departments and owners to ensure conclusions are timely, consistent, and accurate.
• Assist in corporate PR community outreach initiatives and partnerships
• Collect, analyze, and report on Fan Services Key Performance Indicators (KPIs) and metrics -reporting on the volume and rate of inquiries, issues, responses, and service satisfaction scores along with sharing fan feedback and ideas to the appropriate peers
• Monitor and respond to fan product, tour, and retail reviews.
• Provide proactive fan outreach by monitoring brand mentions and engaging in fan conversations on social media in a timely and personalized fashion.
• Support the team in answering fan inquiries and complaints in a friendly and professional manner by email, phone, in person, or through social media channels.
• Lead the regular review and evaluation of Moosehead's fan responses, rewards, compensation, and satisfaction ratings with the goal of continuously improving processes, strategies, and fan experience scores.
• Provide exceptional service based on Moosehead's Fan Services WE CARE values to consistently going above and beyond to exceed fan expectations.
• Maintain strong cooperative working and supportive relationships with all peers sharing in the Fan Services processes (Marketing, Sales, Brewing, Retail, Legal, Operations, and Quality Control teams).
• Manage the social content calendars along with the posting of content and community management for all Moosehead social pages, updating and maintaining the content plans working closely with the brand and creative teams.
• Take ownership to determine appropriate action to resolve unique fan issues promptly and effectively to a satisfactory outcome.
• Possess a strong knowledge of Moosehead's brand portfolio, positionings, and tone-of-voice along with beer and brewery operations.
• Assist the VP of Sales & Marketing and Core Director of Marketing with administrative tasks as assigned
• Manage the Moosehead Fan Services systems, troubleshooting tech issues and overseeing upgrades or user changes.

Qualifications

• A proven ability to handle and diffuse difficult situations
• Self-motivated, energetic and a positive attitude
• A commitment to service excellence and fan satisfaction
• 2-3 years' experience working in customer service or administration
• English and French, bilingualism would be an asset
• Attention to detail, follow-through, and results orientated
• Collaborative team member; comfortable working with multiple brands and cross functional teams
• Excellent and effective verbal and written communications skills
• Enjoys helping others and problem solving

Are you interested?

Qualified applicants are invited to apply. Deadline to apply is Wednesday July 5th, 2023 by 5:00pm AST.

Moosehead Breweries Limited appreciates the interest of all applicants; however, only those selected for interviews will be contacted.