Customer Relationship Manager

Iron Hill Brewery is looking for a Customer Relationship Manager!

The Customer Relationship Manager (CRM) will manage all communication via direct marketing to our loyalty club and beer club, maintain a strong digital footprint for prospective guests, and manage the relationship with general guests through third party sites and inquiries. This position will aim to grow both loyalty club and beer club memberships and turn all guests into brand advocates.

Some Essential Functions of the position:

• Increase engagement and visit frequency of members in our loyalty club (King of the Hill) through targeted and segmented direct marketing communication including e-mail, mobile app messaging and SMS
• Work closely with Paytronix (loylaty partner) S&A Team to analyze data and gain insights to develop strategic initiatives.
• Generate reports for communication and offers intended to increase member engagement or visits
• Analyze guest behavior trends to suggest and implement strategic initiatives that drive traffic and sales
• Manage IHB Club (beer club)to understand members behaviors as well as monitor signups and attrition rates. Survey members to gain insights into the programs offerings.
• Monitor feedback and reply timely to guests, fans and followers to ensure optimal customer satisfaction via third party sites, GuestXM,and e-mail and website inquiries
• Serve as the primary contact for third party sites and work with representatives from the sites to ensure we are maximizing our visibility and page content
• Maintain WordPress website and mobile app including publishing content, auditing and implementing improvements for ease of navigation and sales driving initiatives
  
  

What we are looking for:

• Minimum of three years’ experience in reputation management, data analytics, or customer service role in the hospitality industry
• Bachelor’s degree or equivalent experience
• Proficient in the Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint and Calendar
• Ability to work independently and in a team setting on concurrent projects
• Ability to develop and maintain strong working relationships with internal staff and outside partners/vendors are must-haves
• Strong ability to analyze data points and provide recommendations
• Strong copywriting with proper grammar, spelling and organization of thought
• Knowledgeable and innovative with strong problem-solving skills
  
  

We’ve got a flight of benefits brewing:

• Great Benefits: Medical, Dental and Vision
• 401K
• Paid Time Off
• Quarterly Comp Card
• Discounts on Food and Beer
• Healthy Employee Shift Meals
• Employee Recognition
• Growth and Development Opportunities
• Opportunities to Support Your Local Community
  
  

A little about Iron Hill Brewery:

Named after the historic Revolutionary War landmark in Delaware, where General George Washington battled the British, Iron Hill is among the most enduringly successful craft brewers in the United States, with over 25 years of award-winning recognition at national and international competitions.

Founded by home brewers Kevin Finn, Mark Edelson and restaurateur Kevin Davies in Newark, DE in 1996, Iron Hill Brewery & Restaurant has blossomed from one restaurant and brewery to 21 locations up and down the East Coast, including Pennsylvania, Delaware, New Jersey, Georgia and South Carolina. Each brewery/restaurant has its own scratch kitchen and craft brewery, allowing individual chefs and brewers the creativity to pair the freshest ingredients with the highest quality grains and hops. For 27 years, Iron Hill has incorporated beer in everything we do. Each individual location has its own head brewer. Each location dedicates itself to the freshest ingredients and friendly atmosphere for all age groups – helping change overall perceptions about brewpubs one meal, one pint, one community at a time.

EEO Statement

Iron Hill Brewery provides equal employment opportunities to all applicants and employees for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.