Job Description

• Our client is seeking a Customer Experience & Events Manager based in Sandton, Johannesburg with experience in the wine and spirits industry.
• The ideal candidate is a dynamic, detail-oriented professional with a passion for delivering exceptional customer experiences and building strong relationships within the industry.

Responsibility include:

• Personally host and present most distillery experiences: Gin School, Gin & Chocolate Pairing, Cocktail Classes, private/corporate bookings, themed events, and product launches.
• Deliver engaging, knowledgeable, and polished presentations that reflect the brand’s premium positioning.
• Adapt delivery style for different audiences, including corporates, tourists, and high-LSM locals.
• Actively create upsell opportunities during events (bottle sales, merchandise, future bookings).
• Brief, manage, and support part-time and event staff during delivery.
• Develop and schedule a year-round calendar of events (e.g., themed evenings, seasonal menus, product launches, corporate packages).
• Create new formats to expand beyond existing offerings, such as premium tasting dinners, mixology nights, and limited-capacity VIP events.
• Build tailored packages for private and corporate bookings with integrated upsell opportunities.
• Identify, secure, and deliver offsite event opportunities, including corporate activations, festivals, and brand partnerships.
• Ensure brand presentation and service standards are upheld in all external environments.
• Work with marketing to create multi-channel campaigns for upcoming events (email, social media, partnerships).
• Build and maintain relationships with corporates, hotels, tourism operators, and influencers to drive bookings.
• Track and analyse event sales performance, refining pricing, packages, and promotions based on data.
• Curate multi-sensory, Instagram-worthy experiences from guest arrival to departure.
• Incorporate premium décor, curated food pairings, and exclusive merchandise into event design.
• Collaborate with production to create limited-edition cocktails or gin serves available only at specific events.
• Refresh event content and presentation styles to encourage repeat visitation.
• Lead end-to-end setup, delivery, and teardown for all events, ensuring every detail meets brand standards.
• Recruit, train, and mentor additional part-time presenters as event demand grows.
• Maintain event readiness for both planned and short-notice bookings (stock, glassware, garnishes, décor).
• Develop and implement operational checklists to ensure consistency across on-site and offsite events.
• Manage all incoming event and experience enquiries via phone, email, and social DMs.
• Oversee booking systems to ensure events are listed accurately and kept up to date.
• Handle post-event follow-up to encourage repeat visits and customer reviews.

Qualifications and Experience:

• Degree or Diploma in Hospitality, Marketing, or Business Management.
• 5–7 years’ experience in hospitality, events, or customer experience, with at least 2 years in a leadership role.
• Proven success in planning and executing premium events.
• Strong track record in driving event sales and delivering exceptional guest experiences.
• Proficient in booking systems, POS, Google Workspace, and social media.

Desirable/Additional Skills:

• Operational knowledge of stock control, scheduling, and merchandising.
• Hospitality and retail experience is beneficial.

Key Objectives

• Increase event frequency and revenue – both on-site and offsite.
• Maximize sales per guest through upselling and strategic retail.
• Consistently deliver exceptional guest experiences as the face of the brand.
• Expand team capability by training and managing part-time presenters.
• Maintain premium standards in all environments and under all timeframes.