HEX Communications Manager

Communications Manager

Position Overview
The Communications Director is responsible for overseeing communication, marketing 
coordination, customer service systems, wholesale account onboarding, event inquiry 
management, and brand consistency across all HEX-operated brands.
This role serves as the central communication hub for the organization, ensuring 
customers, wholesale partners, vendors, event clients, and internal teams receive 
timely, professional, and consistent communication. The Communications Director 
develops and maintains the systems that support communication workflows while 
ensuring opportunities, inquiries, and projects move forward efficiently without 
requiring constant involvement from Ownership.
The Communications Director is expected to balance relationship management, project 
coordination, marketing strategy, customer service, and operational communication 
while maintaining the unique voice and identity of each brand.

Reporting Structure 
Reports To: 
- Ownership
Collaborates With: 
- Director of Retail Operations
- Head Chef
- Head Roaster
- Marketing Partners and Contractors
- Ownership

Responsibilities

Customer Communications
Own and maintain communication systems across all customer-facing channels. 

Responsibilities include:
- Managing customer service email inboxes
- Responding to customer inquiries and concerns
- Coordinating communication with appropriate internal departments
- Following inquiries through to resolution
- Managing website contact form submissions
- Maintaining communication standards and response expectations
- Supporting customer retention through strong communication practices
- Monitoring recurring customer concerns and identifying opportunities for 
improvement
- Escalating issues appropriately when additional support is required
- Maintaining professionalism and consistency across all communication channels

Wholesale Account Management

Support growth and retention through consistent communication with wholesale 
partners. 

Responsibilities include:
- Managing inbound wholesale inquiries
- Responding to prospective wholesale accounts
- Coordinating sample requests and deliveries
- Maintaining account onboarding processes
- Managing account communication during onboarding
- Tracking account opportunities and follow-up requirements
- Supporting ongoing account communication needs
- Coordinating account support with the Director of Coffee and production teams
- Maintaining account records and communication history
- Helping ensure wholesale opportunities do not fall through the cracks

Marketing Coordination

Develop and coordinate communication initiatives across all brands. 
Responsibilities include:
- Developing communication calendars
- Planning monthly newsletter content
- Coordinating promotional campaigns
- Supporting seasonal marketing initiatives
- Maintaining communication schedules and deadlines
- Coordinating content requests between departments
- Identifying communication opportunities throughout the organization
- Maintaining consistency between marketing initiatives and company priorities
- Supporting execution of company announcements and special projects
- Assisting in development of long-term communication strategies

Newsletter Management

Own newsletter planning, production, and distribution. 
Responsibilities include:
- Producing monthly newsletters for HEX Coffee Roasters
- Producing monthly newsletters for Stable Hand
- Producing monthly newsletters for HEX Coffee Kitchen & Natural Wines
- Managing newsletter calendars and schedules
- Writing and editing newsletter content
- Coordinating assets and supporting materials
- Monitoring newsletter performance
- Identifying opportunities to improve engagement
- Maintaining consistency and quality across all communications

Social Media Coordination

Serve as the primary liaison between internal teams and external marketing partners. 
Responsibilities include:
- Coordinating social media initiatives with marketing partners
- Managing project timelines and deliverables
- Communicating content needs to marketing teams
- Gathering information from internal stakeholders
- Maintaining accountability for project completion
- Supporting development of social media strategies
- Coordinating campaign launches and promotional initiatives
- Ensuring social media priorities remain aligned with business goals
- Helping maintain consistency across all social channels

Social Media Management

Support ongoing communication and engagement across social platforms. 
Responsibilities include:
- Managing reposts and community engagement opportunities
- Monitoring social media direct messages
- Responding to customer inquiries received through social channels
- Escalating issues appropriately
- Maintaining communication consistency across platforms
- Monitoring customer sentiment and feedback
- Supporting community engagement initiatives
- Maintaining professionalism and responsiveness across all social channels

Advertising Coordination
Support paid marketing efforts and promotional initiatives. 

Responsibilities include:
- Coordinating advertising initiatives with marketing partners
- Monitoring campaign performance reports
- Managing approved advertising budgets
- Supporting promotional planning
- Communicating campaign priorities and objectives
- Identifying opportunities for optimization
- Maintaining alignment between campaigns and company goals
- Supporting future growth of advertising initiatives

Events & Partnerships
Manage communication surrounding events, rentals, and community partnerships. 

Responsibilities include:
- Managing event inquiries
- Coordinating rental inquiries
- Communicating package offerings and event options
- Gathering necessary information from prospective clients
- Coordinating communication with internal stakeholders
- Supporting event booking processes
- Maintaining inquiry tracking systems
- Supporting relationship development with community partners
- Assisting with coordination of special projects and partnerships

Brand Stewardship
Maintain consistency of communication and brand identity across all channels. 

Responsibilities include:
- Maintaining distinct brand voices across all brands
- Ensuring communication aligns with company values
- Reviewing communication for consistency and professionalism
- Supporting development of communication standards
- Identifying opportunities to strengthen brand presence
- Maintaining quality standards across customer-facing communication
- Supporting long-term brand development initiatives

Decision-Making Authority

Can Decide:
- Customer communication responses
- Newsletter content and scheduling
- Social media communication priorities
- Event inquiry workflows
- Customer service resolutions within established guidelines
- Communication procedures and workflows
- Project management systems
- Marketing coordination priorities
- Communication scheduling and organization

Can Recommend:
- Marketing campaigns
- Advertising initiatives
- Budget allocations for communication efforts
- New communication platforms or tools
- Brand development opportunities
- Wholesale communication improvements
- Event package updates
- Customer experience initiatives

Must Escalate:
- Significant customer disputes
- Legal concerns
- Public relations issues
- Strategic brand changes
- Major advertising expenditures
- Pricing changes
- Partnership agreements
- Company-wide policy decisions
 

Success in This Role
Success after the first year would include: 
- Customer inquiries receive timely and professional responses
- Wholesale opportunities are consistently followed through and onboarded 
successfully
- Monthly newsletters are delivered consistently across all brands
- Social media communication remains organized and responsive
- Marketing projects remain on schedule and well coordinated
- Event inquiries are managed efficiently and professionally
- Brand voices remain distinct and consistent across all channels
- Communication systems are documented and reliable
- Internal teams experience less communication-related administrative burden
- Ownership spends significantly less time managing day-to-day communication needs

Ideal Traits 
- Exceptional written communication skills
- Strong organizational abilities
- High attention to detail
- Excellent project management skills
- Strong interpersonal communication abilities
- Hospitality-focused mindset
- Ability to manage multiple priorities simultaneously
- Strong follow-through and accountability
- Strategic and creative thinking
- Strong relationship-building abilities
- Professional and polished communication style
- Ability to work independently
- Strong problem-solving skills
- Commitment to consistency and quality
- Desire to continually improve systems and processes