Customer Engagement & Special Projects Associate

Company Description The Artisanal Spirits Company (ASC), based in Edinburgh, curates single-cask and limited-edition whisky and small-batch spirits for discerning consumers worldwide. ASC owns and operates The Scotch Malt Whisky Society (SMWS) and Single Cask Nation (SCN).

The Customer Engagement & Special Projects Associate will report to ASC America’s Managing Director and will support both the Scotch Malt Whisky Society and Single Cask Nation brands.

CUSTOMER SERVICE

The Customer Engagement & Special Projects Associate will serve as the first point of contact with SMWSA and SCN members/consumers in America. Duties include:

• Submitting daily e-commerce orders to the fulfillment warehouse.
• Tracking and resolving e-commerce shipping issues.
• Fielding and responding to all incoming calls and emails from members/consumers and prospective members/consumer.
• Fielding and responding to all inquiries and comments submitted to website chat apps.
• Executing mail merge campaigns and associated follow through.
• Managing and executing changes in member status, including associated communications.
• Providing a monthly written “State of the Membership” report to the SMWSA team.
• Executing member surveys in collaboration with the brand teams.
• Collaborating with part-time customer service team members.

SOCIAL MEDIA MANANGEMENT

The Customer Engagement & Special Projects Associate will own the social media programs for both brands and will be responsible for delivering first class social experiences. Duties include:

• Managing the day-to-day operations of all social media channels, ensuring consistent, accurate, and timely publishing.
• Collaborating with brand teams to define the social media editorial calendar in coordination with broader marketing initiatives.
• Scheduling, publishing, and optimizing content across platforms, adapting copy and creative as needed for each channel.
• Monitoring comments, direct messages, and brand mentions, responding in a timely and on-brand manner while escalating customer service or brand-level issues when appropriate.
• Capturing, developing and organizing content from brand activities and Central teams in Edinburgh to support ongoing social storytelling.
• Tracking and reporting on key social media metrics, providing regular performance updates and actionable insights.
• Collecting and/or cataloging member/consumer testimonials (and permissions to use them).

SPECIAL PROJECTS MANAGEMENT

The Customer Engagement & Special Projects Associate will serve as the project lead on select key initiatives as assigned by the Managing Director. Duties include:

• Contributing new ideas for programs designed for growth and retention on both brands.
• Taking a leadership role on key strategic programs by:
• Developing projects plans
• Identifying, souring and managing 3^rd-party resources, if necessary
• Leveraging company resources and collaborating with fellow team members
• Consumer communications, including outbound sales, if necessary
• Monitoring and reporting results

REQUIREMENTS

The ideal candidate will have:

• A passion for whisky. Deep knowledge and expertise, particularly in Scotch, is a plus.
• An entrepreneurial, self-starter mentality.
• Exceptional organizational and project management skills.
• A talent for writing, storytelling, interpersonal communication and presenting.
• Experience with social media platforms and associated tools.
• Experience collaborating with multi-functional teams.
• Basic content and asset development capabilities, including experience leveraging AI tools. Proficiency in Adobe CC applications, video editing programs, Canva and other tools is a plus.