Boutique Executive, The Macallan House

Edrington's vision is to give more by crafting exceptional ultra-premium spirit brands. The Macallan is our central focus, supported by Highland Park and The Glenrothes in the single malt category. Our portfolio is completed with Brugal rum from the Dominican Republic, Wyoming Whiskey in the American Whiskey category and Valdespino sherry from Jerez in Spain. Edrington also has a strategic partnership with No.3 London Dry Gin

Our principal shareholder is a charitable trust, so we were built to make a world of difference. Discover a place where values define our culture. The home of exceptional brands, where people and teams thrive.

The Boutique Executive at The Macallan House will ensure all clients are warmly welcomed and attended to. The incumbent will deliver exceptional customer service that meets the expectations of our guests and to inspire lifelong enthusiastic brand advocacy of The Macallan. In addition, the incumbent will engage and deliver experiences that communicate The Macallan brand to all clients, rendering a memorable experience, creating the ultimate customer satisfaction; an experience to be enjoyed by anyone who visits The Macallan House.

Job Description

Boutique

• To warmly welcome all clients with passion and exceptional customer service and inspire all clients to become enthusiastic ambassadors of The Macallan.
• Passionately communicate The Macallan heritage and brand values to our clients
• Maintain the highest standard of cleanliness and organisation in both the front-of-house and back-of-house areas with meticulous attention to detail.
• Keep up to date on daily business needs by attending all briefs, referring to the daily communication, notice boards and rosters
• Develop a thorough knowledge of The Macallan brand, understanding of the business/industry and customer service within a luxury destination through training and ongoing personal learning.
• To retain up-to-date stock knowledge for pricing, product function and storytelling.
• Be fully aware of all bespoke product offerings across the brand collection e.g., engraving service.
• Adhere to the policies, processes and procedures for The Macallan House and across the wider Edrington business.
• A vigilant sense of awareness for inventory movements and safety.
• Work efficiently and communicate effectively with all team members and stakeholders across the organisation to ensure all clients have the desired luxury experience at The Macallan House.
• To accurately perform transactions, timely executive and delivery of administrative duties (e.g. reports and trackers).
• Proactively foster the achievement of sales goals and relevant KPIs

Client Centricity

• Maintain impeccable standards of grooming and appearance, in line with the grooming and appearance guidelines of The Macallan.
• Be curious. Explore and discover clients' interest through active engagement.
• Be an ultimate ambassador for The Macallan.
• Fully attentive to guests and their needs and expectations during their visit in the Boutique.
• Ensure that the experience of all clients is entirely in line with The Macallan brand's expectations.
• Manage clients' expectations effectively.
• Take ownership to lead and build Client relationships

Talent and skill

• Minimum 2 to 4 years of experience in luxury retail or hospitality industry.
• A strong, charismatic, positive, and upbeat people person with self-awareness.
• Strong sales or retail experience and ability to leverage professional selling skills to improve commercial performance and opportunities for clienteling.
• Outstanding customer service knowledge and delivery. Great service mindset. Ready to go the extra mile.
• Excellent storytelling skill.
• Able to learn and retain information about The Macallan brand and the brand heritage.
• Fluent in spoken English. Proficiency in other language is advantageous.
• Drive to deliver the highest standards of luxury customer service and experience.
• Attention to detail, adaptable, and adopts 'can do' approach to tasks and work activity.
• Strong personal standards of timekeeping and a willingness to execute tasks effectively.
• A strong sense of ownership and pride.
• Appropriate knowledge of basic consumer law in a retail environment.

We're proud of our inclusive culture – where unique experiences, ideas and perspectives are celebrated. We want everyone to feel respected and empowered to contribute to our success.

Get involved. From colleague networks like Balance, Pride and Kick-Start to inclusion allies and DE&I champions, we encourage our people to be curious, get involved and help us make change happen.