E-Commerce & Guest Services Co-ordinator

[Please note this is a Direct Search led by Bacardi, Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.]

What does an E-Commerce & Guest Services Co-ordinator do?
This role offers a unique blend of operational responsibility and customer engagement. You will be responsible for the fulfilment of our eCommerce shops, ensuring every order is packaged and dispatched with care and attention to detail. You will play a vital role in maintaining the brand loyalty we build through our visitor experiences, delivering the same high standard of personal service we provide our guests in our onsite shop.

You will also collaborate with our experiential team to manage the reception phone line and email inbox. You'll respond to customer enquiries, handle bookings and address complaints with professionalism and empathy, ensuring every interaction reflects our commitment to exceptional service.

In addition, you will also work with the Commercial team to support stock management from an administrative perspective.

About You
We are looking for a collaborative team player who remains composed under pressure and can adapt quickly during busy periods. With a proactive, solutions-focused mindset, you'll demonstrate flexibility and a willingness to support changing priorities.

Exceptional organisational and communication skills are essential, along with a genuine passion for delivering outstanding customer service. You will bring a strong "consumer-first" approach, consistently placing the guest experience at the heart of everything you do.

The ability be able to seamlessly switch between tasks —whether that's managing e-commerce fulfilment, handling reception duties, responding to customer enquiries, or resolving complaints, is key. Attention to detail is critical, as is a passion for our products and the ability to share that enthusiasm with both guests and the wider team.

This role is offered at 25–30 hours per week, worked across the week with core days being Monday, Wednesday, and Friday. We understand the importance of work-life balance and are happy to offer flexible working hours to suit the needs of the successful candidate. Whether you're looking to fit work around other commitments or prefer a varied schedule, we're open to discussing what works best for you.

Responsibilities
Responsible for delivering an industry leading digital shopping experience and managing customer enquiries:

• Pick, pack and dispatch orders to a high standard, while reducing packaging waste.
• Provide outstanding customer service, working with delivery partners and internal teams to resolve any issues promptly.
• Collaborate with the Commercial team to manage stock levels and ensure the right products are featured and online stock availability is accurate.
• Support on-site stocktakes and assist with related admin tasks.
• Work with the Commercial team to create inspiring collections and bundle products that will excite our shoppers.
• Support the marketing and Commercial team during promotions bringing their vision to life.
• Manage all incoming calls, ensuring professional and efficient handling.
• Handle booking requests, including transfers and refunds, in line with company policy.
• Proactively manage and resolve complaints across all channels.
• Manage reservations to maximise footfall and reduce last-minute cancellations.
• Coordinate third-party bookings with Brand Home Hosts.
• Respond to general enquiries via Zendesk promptly and professionally, ensuring timely and effective responses.
• Complete general administrative duties as required.
• Follow licensing laws and responsible drinking policies.
• Adhere to health and safety procedures.

Work closely with team members to ensure smooth day-to-day operations and a great customer experience.

Skills

• Good digital skills with the ability to operate computer programs such as Shopify and courier interface.
• Previous experience in a customer service role is preferred but not essential.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong attention to detail and the ability to adapt to business needs.

PERSONAL QUALITIES

• Fluent in English.
• Excellent interpersonal and customer service skills.
• Team Player - Working is part of a team, showing good communication skills, manages time wisely.

LEADERSHIP AGILITY

At Bacardi we care deeply about finding brilliant talent who can bring the following personal attributes to help elevate our 3Fs: Fearless, Family, Founder culture to the next level.

• Belonging: You have a strong capacity to create a culture of 'Belonging', where people feel appreciated for who they are, what they do, and who they can become
• Self-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others
• People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance
• Results Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others.
• Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you're presented with
• Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience

Disclaimer: Bacardi seeks talent from all backgrounds to bring diversity of thought, agility and capability to our organization across the globe. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups on the basis of national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, and any other legally protected aspect of a person's identity.
U.S. applicants have rights under Federal Employment Laws.

Perks of Working for us
At Bacardi, we are committed to providing our Primos (employees) with a comprehensive Total Rewards package of compensation, benefits, incentives, allowances, well-being, and much more to meet the needs of themselves and their families. It goes beyond just Cash The total rewards program is based on pay for performance, whereby the incentive programs are linked to company and individual performance.

Compensation, Paid Time Off & Retirement:

• Competitive Pay Package
• Competitive Holiday/Paid Time Off, plus additional days offered ( i.e., volunteer day, allowing you to give back to the community)
• Retirement/Pension Plan

Health & Wellbeing

• Medical, Critical Illness, and Life Insurance
• Calm Meditation App subscription (free)
• Employee Assistance Programs
• Best-in-class, family-friendly, and inclusive leave policies

Additional Benefits
The benefits /perks may vary depending on the nature of your employment with Bacardi, your work location, and are subject to change.

Some benefits may be subject to an employee contribution.

Some benefits may be fully or partially subsidized. Incentive plans are linked to the nature of your employment and can vary based on region, market, function or brand.