Brand Homes Manager (Visitor Attraction Manager)

Organisation: Eden Scott

Salary: Competitive

Location: Dumgoyne, Killearn, Glasgow

Eden Scott is delighted to be working in partnership with Ian Macleod Distillers Ltd… ‘An international, entrepreneurial, brand-led, successful, sustainable and respected, family business’

They own some of the world’s best loved brands such as Glengoyne, Tamdhu, Rosebank and Edinburgh Gin and are a fourth-generation family owned and managed whisky and spirits business operating across the UK and internationally.

They are producers of multi award winning premium whisky and gin with many other whiskies and spirits as part of their portfolio. Crafting Spirits With Passion, is what they do best… not only are they producers of exquisite brands, but they are also distributors and suppliers in B2B and B2C channels. They are a brand led, successful family business with their spirits (people and brands), at their very core. Driven by passion, enthusiasm and solid business values, they are now expanding their B2C offering and continuing to invest in each of their brand homes (visitor centres) as their brands continue to evolve and grow.

Their visitor centres are currently in Glasgow (Glengoyne) and Edinburgh (Edinburgh Gin) and they have consistently been rated on Trip Advisor as part of Scotland’s top rated tourist attractions! Their teams already deliver some of the finest distillery tours and tastings in the country and provide truly engaging and world class visitor experiences.

They have a new distillery and visitor centre opening in Falkirk (Rosebank) and a brand new city centre Edinburgh Gin distillery and visitor centre coming soon.
An exciting opportunity has now arisen for a dynamic and experienced professional to join Ian Macleod Distillers as Brand Homes Manager at their Glengoyne Visitor Centre situated north of Glasgow.

Their Brand Home team are the public face of Glengoyne and Ian Macleod Distillers, bringing their world class processes and spirits to life, communicating the essence of the brand in a way that fundamentally delights consumers, inspiring long-term brand devotion.

As Brand Homes Manager, your role is to lead the operational team delivering exceptional visitor experience through tours, events, tastings and retail. Setting high standards of customer service and visitor experience to ensure that they deliver creative, inspiring, unique and wholly customer centric ‘on brand’ experiences to delight and excite consumers, doing so with profitability and commercial viability at the core.

Given the operational leadership nature of the role, the role will be based on site. This role will join the senior management team in Brand Homes and will report to their Group Brand Homes Operations Manager

Key responsibilities include:

Leadership & People Management
• Lead the distillery operations teams ensuring operational activity is delivered in line with BH best practice and aligned to IMD company culture, ethos and values, whilst carefully retaining the brand specific look and feel.
• Fully engaging the hearts and minds of staff members and visitors in the venue specific brand philosophies, whilst embedding IMD best practice
• One to one coaching and development of managers, upskilling team members in terms of best operational and management practices
• Lead and manage the team to drive operational, brand experience and customer satisfaction excellence.
• Identify ongoing staff training & development needs and work closely with the BH Operations Manager, outside agencies & the wider HR group to develop individual staff members and teams
• Ensure effective planning and deployment of staff resource across the site

Operational & Commercial Delivery
• Creating best practice mechanisms for communication within the site teams and the wider IMD team base
• Supporting and delivering site specific people engagement and development programmes, proactively managing and leading in all of these regards
• Growing and nurturing a culture of proactiveness; strategic problem solving; curiosity, prioritisation, and accountability across the team managers, ensuring they drive similar behaviours through their own teams.
• Championing a culture of continuous improvement
• Managing the budget for Glengoyne Brand Home, preparing reports and analysis for senior managers.
• Delivering operational and commercial KPIs for the sites. Including regular supporting, planning, tracking & reviewing of commercial outcomes and the day-to-day reporting of key activities
• Seek new commercial opportunities and ways to increase revenue and margins in commercial activities.
• Ensure managers deliver and comply with wider IMD Policies and administration requirements including Financial, HR, IT, Health and Safety and Data Protection requirements.
• Ensure on site compliance with legislation such as Alcohol Licencing.

Site Management and coordination
• Responsible for smooth delivery of Brand Home activities at Glengoyne Distillery; planning and coordinating delivery between departments.
• Maintaining strong links with the Production team to coordinate on site activities and ensure smooth relationships between departments.
• Maintaining procedures, risk assessments and IMD guidance, with input from Production and other IMD colleagues as required and ensuring this is followed by the Brand homes team.
• Ensuring the sites are maintained and presented to the highest standards liaising with production colleagues as required on site wide facilities and maintenance.
• Ensuring Brand Homes buildings are safe and secure and emergency procedures and call out lists are in place.

Internal and External Customer Engagement
• Support the Sales and Marketing team to build and maintain strong relationships with IMD Customers.
• Work with the wider Brand Homes and Brand team to develop new visitor offers seeking new and exciting ways to exceed customer expectations and needs while promoting the Glengoyne Brand.
• Work with Sales and Marketing, Brand Managers and IMD Ambassadorial team to ensure exceptional Visitor Experiences and engagement with key customers including VIP and Trade.
• Monitor and share visitor feedback and insights with team to ensure continuous high standards of visitor activity.

Key skills required:
• We are looking for an inspirational and progressive people leader, and someone who has significant experience of effectively leading the operational management of a significant visitor / tourist experience and attraction.
• Experience leading teams delivering exceptional customer service in a 5* luxury tourism, retail or hospitality environment.
• Deep and Influential understanding of the customer journey and design and delivery of high end visitor experiences
• Strong Leadership ability and able to demonstrate effective coaching and mentoring

Excellent salary indicative of the calibre of candidate they seek with significant and generous company benefits.
Eden Scott is working exclusively with Ian Macleod Distillers Ltd so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online and for an informal chat or to receive the full role information pack and job description please call Sally on 07776 662506.

Closing date for applications 12.00noon Tuesday 8th November 2022.

Application Deadline: Tuesday 08/11/2022