ROLE PROFILE
Role: Private Client Account Manager
Team: Sales
Reporting to: Head of Sales Hong Kong / Managing Director 
Location: Singapore or Hong Kong 
PURPOSE OF ROLE
The Account Manager will work to provide F+R’s most valuable and key private clientele with an exceptional, tailored, bespoke level of customer service and experience.  The post holder will be responsible for activating, retaining and developing F+R’s clients along with being accountable for managing and delivering their own individual sales target, with the focus being on building a pool of customers to support progression and development.
Contributing daily to be a key part of a positive, energetic and consistent fine wine sales team environment.
KEY RESPONSIBILITIES:
Working to establish, nurture and develop long-term, high-quality relationships with key fine wine buyers, assisting them in sourcing, drinking and building collections of the world’s greatest wines. 
Focus on building a group of active clients made through new client Activation, Reactivation of previously transacted clients and pursuit of dormant clients. 
Nurture and develop high potential clients to become Key accounts
Linking effectively with other internal departments meaningfully and coherently, to ensure clients receive best possible experience impacting on delivery of sales target. 
Ownership of debtors list – ensuring cash collection is well-managed, and any risk of non-payment/cancellation is mitigated by not dealing with problematic clients.
Accountability for credit notes/returns to ensure decision-making and processes are considered
Act as a brand ambassador internally to the sales team, also within the market to promote positivity and F+R, including maintain strong and long-term relationships key customers and maximising sales opportunities with them.
Promotion of strong commercial performance with a focus on service delivery and aiming to provide the highest quality customer service experience.
Positive attitude towards learning around market and product knowledge – producers, regions, trends and wider market.  
Ensure the delivery of an exceptional customer service experience, from new client conversion, through to retaining F+R’s most important and valuable customers. 
Contributing to a positive, strong team environment through consistent performance, in constant pursuit of exceeding target alongside excellent communication.
Daily and consistent contribution to the offers and opportunities process, ensuring to search for wines in the marketplace.
Being curious about all new leads, working to understand who they are, their preferences and how best to deliver the best possible service
SKILL + KNOWLEDGE
Proven sales experience of performing to standard of commercial excellence for an extended period
Track record of achieving targets
Exceptional communications skills, both internally and externally with clients, with all levels
Excellent written and verbal communications are essential
The ability to work in a fluid and fast-paced environment and able to handle change and retain positive outlook
Extensive product knowledge for both fine wines & spirits– WSET Level 3 and above
Driven and ambitious, motivated by achieving outstanding results
Demonstrable passion for fine wine, and a constant pursuit of further knowledge & expertise.
Commitment to results
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

ROLE PROFILE
Role: Head of Customer Experience, Asia
Team: Hong Kong
Reporting to: Managing Director, Asia 
Location: Central, Hong Kong 
PURPOSE OF ROLE
To lead and manage the Digital Customer Experience Asian team, overseeing transition to digital and developing long-term growth strategy for digital client channel at FINE+RARE, alongside maximising revenue through our reservist customers and building acquisition, loyalty and advocacy.
Comprehensively lead and manage the various customer touchpoints to the customer journey for our Asian clients to ensure linkage with CRM function, development of processes and continual evolution.   Build comprehensive and insightful reporting on our Asian customers behaviours through CRM to enhance customer engagement and growth.
Work in conjunction with the Head of CX, UK on the implementation of the customer experience strategy which focuses on the growth of the digital client segment, with focus on targeted, increasing order frequency through high-quality content, targeted segmentation, online journey management, prompt dispatch of goods and overall delivery of a high-quality client experience. 
Responsible for driving forward the agenda for events and retail sales for HOME, Hong Kong in conjunction with the Business Development Manager, whilst exploring options for hybrid revenue streams as we look to expand with Asia.
This is a senior role with responsibility on turnover. You will need to be confident and well-versed in strategy, execution and delivering ROI in a global, fast-paced and rapidly growing business.
KEY RESPONSIBILITIES:
Work alongside the Head of CX, UK to develop and implement the CX vison in line with the business strategy so it can be used consistently across the business, with the local markets with a focus on Asia.
Work with the Managing Director, Asia to develop a strategy focusing on services for our Asian reservist customers, including looking at behaviours to maximise revenue opportunities.
Responsible for building and maintaining solid, robust, and pertinent communication channels with customers, reservists and stakeholders allowing customer feedback through multichannel experience to continuously improve the customer journey and overall experience.
Design and implement CX processes needed to coordinate across multiple roadmaps across the business, work with business areas on implementation.
Lead on creating a first-class customer experience for customers attending events in the office to promote the offerings at F+R and increase retail revenue sales.
Establish reporting and performance metrics to measure customer experience, capture customer behaviour, analysing results and taking forward the development of cross departmental recommendations.
Understand the customer journey (inclusive of customer reserves) and analyse data on how improvements can be made to service.  Share insight to help improve the customer experience across various touch points on our eCommerce platform.
Monitor client feedback continuously to shape development, conduct test-and-learn exercises to challenge assumptions, improve customer experiences.
Work collaboratively with the global sales teams, buying, digital and brand teams to understand what optimisation can be made regarding the digital customer life cycle and use this as an opportunity to embed CX throughout the business.
Engage external partners to understand what is happening across the industry to inform continued customer experience development and to be number one in the marketplace.
Support with the implementation of new ERP and CRM systems and be a super user within the business.  Use technology and the CRM system to improve internal processes across the CX function and wider business, ensuring these are adhered to by all employees.
Lead, manage, coach & develop the customer experience team, and provide mentoring across the wider business to ensure customer-centred work is embedded throughout the organisation.
SKILL + KNOWLEDGE
Strong leadership capability with a clear track-record of leading high-performance teams to successful transitions and outcomes. 
Strong digital experience – data-driven mindset and an aptitude for technology
Significant experience in building and delivering the roadmaps to achieve a best-in-class digital customer experience within the eCommerce or luxury retail sector.
Highly confident in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).
Experience in using various external platforms to gain insights such as carrying out external research, customer searches, digital and social.
Functional experience working with CRM and ERP solutions and supporting with software implementation.
Ability to collaborate with cross-functional teams to drive effective decision-making
Able to prioritise significant workload and resource them in response to changing demands and requirements.
Highly capable communicator and collaborator with the ability to work cross functionally at all levels.
Result orientated with proven success achieving and exceeding targets both personally and through others.
Strong attention to detail and a methodical and logical problem solver.
Strategic thinker within depth knowledge of customer behaviours and technology trends to define and implement the CX vision.
Have successful track record in driving analytics vision and innovation transformation
Have commercial and operational acumen to maximize use of data and customer voice to drive improvements in CX
Proficient in Cantonese and Mandarin
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

ROLE PROFILE
Role: Head of Customer Experience
Team: Customer Experience
Reporting to: Managing Director, UK & Ireland 
Location: London office, with home working 
PURPOSE OF ROLE
To lead and manage the Digital Customer Experience team, overseeing transition to digital and developing long-term growth strategy for digital client channel at FINE+RARE, alongside maximising revenue through our reservist customers.
Comprehensively lead and manage the various customer touchpoints to the customer journey to ensure linkage with CRM function, development of processes and continual evolution. Build comprehensive and insightful reporting on our customers behaviours through CRM to enhance customer engagement and growth.
Implementation of the customer experience strategy which focuses on the growth of the digital client segment, with focus on targeted, increasing order frequency through high-quality content, targeted segmentation, online journey management, prompt dispatch of goods and overall delivery of a high-quality client experience. 
KEY RESPONSIBILITIES:
Develop and implement the CX vison in line with the business strategy so it can be used consistently (and replicated) across the business on a global basis, within the local markets.
Work with the Managing Director, UK + Ireland to develop a strategy focusing on services for our reservist customers, including looking at behaviours to maximise revenue opportunities to support achieving the global target of £20m.
Responsible for building and maintaining solid, robust, and pertinent communication channels with customers, reservists and stakeholders allowing customer feedback through multichannel experience to continuously improve the customer journey and overall experience.
Design and implement CX processes needed to coordinate across multiple roadmaps across the business, work with business areas on implementation.
Establish reporting and performance metrics to measure customer experience, capture customer behaviour, analysing results and taking forward the development of cross departmental recommendations.
Understand the customer journey (inclusive of customer reserves) and analyse data on how improvements can be made to service.  Share insight to help improve the customer experience across various touch points on our eCommerce platform.
Monitor client feedback continuously to shape development, conduct test-and-learn exercises to challenge assumptions, improve customer experiences.
Work collaboratively with the sales, buying, and brand teams to understand what optimisation can be made regarding the digital customer life cycle and use this as an opportunity to embed CX throughout the business.
Engage external partners to understand what is happening across the industry to inform continued customer experience development and to be number one in the marketplace.
Support with the implementation of new ERP and CRM systems and be a super user within the business.  Use technology and the CRM system to improve internal processes across the CX function and wider business, ensuring these are adhered to by all employees.
Lead, manage, coach & develop the customer experience team, and provide mentoring across the wider business to ensure customer-centred work is embedded throughout the organisation.
SKILL + KNOWLEDGE
Strong leadership capability with a clear track-record of leading high-performance teams to successful transitions and outcomes.
Significant experience in building and delivering the roadmaps to achieve a best-in-class digital customer experience within the eCommerce or luxury retail sector. 
Highly confident in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).
Experience in using various external platforms to gain insights such as carrying out external research, customer searches, digital and social.
Functional experience working with CRM and ERP solutions and supporting with software implementation.
Able to prioritise significant workload and resource them in response to changing demands and requirements.
Highly capable communicator and collaborator with the ability to work cross functionally at all levels.
Result orientated with proven success achieving and exceeding targets both personally and through others.
Strong attention to detail and a methodical and logical problem solver. 
Strategic thinker within depth knowledge of customer behaviours and technology trends to define and implement the CX vision.
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

ROLE PROFILE
Role: Senior UI/UX Designer
Team: Brand
Reporting to: Senior Brand Designer 
Location: Monument, London (currently remote working) 
PURPOSE OF ROLE
To own the experience for our customers and to shape and future-proof our approach to design; working within the Brand team and collaboratively with product managers and developers to set the tone for an exceptional online experience guided by user research and best practice.
The Senior UI/UX Designer will be responsible for product design throughout the whole development lifecycle, from brainstorming initial innovative ideas and concepts all the way to delivering detailed prototypes and designs for launch. 
KEY RESPONSIBILITIES:
Own and evolve the product and user experience across our applications
Lead product design projects from concept to implementation
Rapidly develop concepts, sketches and prototypes for testing
Translate concepts into UX flows, wireframes and visual designs and work closely with the development team to get them launched.
Creating and maintaining our design inventory of components, Figma libraries and style guide in order to evolve our design system over time.
SKILL + KNOWLEDGE
Proven track record in leading design projects in a fast paced and successful online business
Demonstrated experience with end-to-end product design (UX & UI)
Significant background in working with and building user experiences which drive business impact and improvements
Proven experience in all phases of the design process including user research, wireframing, prototyping, visual design, interaction design and usability testing
Proficient in design and prototyping tools such as but not limited to Sketch, InVision and Figma
Confident in using data and insights to inform design and measure impact
Meticulous attention to detail
Driven, ambitious and keen to grow with the Online Marketplace proposition 
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

ROLE PROFILE
Role: Platform Manager, Marketplace
Team: Digital
Reporting to: Head of Product
Location: Monument, London (currently remote working) 
PURPOSE OF ROLE
To own the Marketplace pillar of the FINE+RARE technology platform. This role will look at the entire platform for both customers and suppliers and understand how to maximise value for both parties. This role will involve setting the strategy and roadmap for the platform including governance cadence for partners, products, and data.
You will lead a cross-functional team spanning Engineering, Marketing and Design to be the single point of ownership for technology delivery in this key area of the business. The role will work alongside our Global Marketplace Lead in a highly strategic role to deliver critical company OKRs, including supplier performance and data quality for our pricing algorithms and listings.
The role is broad in scope with plenty of opportunity for step-change features and improvements. The key Marketplace technology is our proprietary catalogue tool, but a crucial element of the role will also be to scope and begin the build of our planned online supplier portal. You will also be expected to drive supplier integrations with our ERP solution and the Marketplace dashboards of our PowerBI apps.
KEY RESPONSIBILITIES:
Define and execute the platform vision and strategy to accelerate Marketplace growth globally
Serve as platform manager and develop OKRs and product roadmaps for our team
Define clear governance and data quality practices to ensure the Marketplace is accurate and the ‘single source of truth’ for product data 
Data led thinking to define requirements, goals, and success metrics for respective product launches, including designing A/B tests (where applicable)
Work closely with other Product & Marketing teams to identify opportunities to leverage your team’s learnings 
Work closely with Engineering to develop platform capabilities, based on a solid understanding of new technologies enabling us to optimise delivery
Drive integrations with suppliers around the world to increase the size and quality of our Marketplace listings. 
Establish a best-in-class supplier onboarding process and portal to deliver solid relationships with FINE+RARE 
Conduct competitive audits and analyse our current shipping capabilities to identify opportunities for improvement 
Integrate user research, market analysis, analytics and community feedback into product requirements
Serve as a cross-functional leader to collaborate with various teams to drive new product initiatives
Manage projects and your squad using agile methodologies
SKILL + KNOWLEDGE
Strong Product management experience, ideally in marketplace, e-commerce, or building SAAS tools
Big data literate, and able to synthesise insights from multiple sources
Ability to articulate a platform strategy in terms of customer and supplier value 
Exceptional written and verbal communication skills 
Ability to break down complex problems and communicate effectively across different functions to identify potential solutions
Ability to collaborate with cross-functional teams to drive effective decision-making
Experience building, iterating, and scaling products using agile methodologies
Strong analytical skills to analyse feature performance and the ability to make trade-offs 
Project management and multitasking 
Passion to get the right outcomes delivered 
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

ROLE PROFILE
Role: Product Manager, Marketplace
Team: Digital
Reporting to: Head of Product
Location: Monument, London (currently remote working) 
PURPOSE OF ROLE
To support the Marketplace pillar of the FINE+RARE technology platform. This role will look at the entire platform for both customers and suppliers and understand how to maximise value for both parties. This role will continually optimise our marketplace and supplier platforms and manage a backlog of deliverables with value based prioritisation.
You will manage a cross-functional team spanning Engineering, Marketing and Design to be the single point of ownership for technology delivery in this key area of the business. The role will work alongside internal stakeholders to deliver critical company OKRs, including supplier performance and data quality for our pricing algorithms and listings.
The role is broad in scope with plenty of opportunity to step-change features and improvements. The key Marketplace technology is our proprietary catalogue tool, but a crucial element of the role will also be to scope and begin the build of our planned online supplier portal.
KEY RESPONSIBILITIES:
Contribute and build on the product vision, strategy and OKRs alongside the Marketplace squad 
Serve as product manager and own the product roadmap and prioritisation for the team
Data led thinking to define requirements, goals and success metrics for respective product launches, including designing A/B tests (where applicable)
Work closely with other squads to identify opportunities to leverage your team’s learnings 
Work closely with Engineering to develop platform capabilities, based on a solid understanding of new technologies enabling us to optimise delivery
Conduct competitive audits and analyse market trends to identify new opportunities
Integrate customer and supplier feedback, internal stakeholder feedback and user research into product requirements
Be data led, ensuring data is key to decision making 
Manage projects and your squad using agile methodologies
SKILL + KNOWLEDGE
Product management experience, ideally in marketplace or e-commerce
Big data literate, and able to synthesise insights from multiple sources
Ability to articulate a platform strategy in terms of customer and supplier value 
Exceptional written and verbal communication skills 
Ability to break down complex problems and communicate effectively across different functions to identify potential solutions
Ability to collaborate with cross-functional teams to drive effective decision-making
Experience building, iterating and scaling products using agile methodologies
Strong analytical skills to analyse feature performance and the ability to make trade-offs 
Project management and multitasking 
Passion to get the right outcomes delivered
This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.