Communications Specialist, Consumer Relations and Corporate

We are currently hiring a Communications Specialist, Consumer Relations and Corporate in Boston, MA.

*A Hybrid position at Boston Beer requires that our coworkers reside within commuting distance to be onsite according to their teams' weekly schedule.

The Communications Specialist, Consumer Relations/Corporate is a core Communications team member acting as the voice of our drinkers and prospective coworkers across a variety of channels. As a main point of contact for incoming inquiries from drinkers, this position is the first line of defense in protecting the Boston Beer family of brands and redeeming positive associations. This position is responsible for providing up-to-date information and resolving complaints and quality-related concerns received via phone, email, mail, and social media. This person works with the Boston Beer brand teams to anticipate, prepare, and react to product and campaign launches while providing Brand Managers regular, actionable, and impactful drinker insights. With overall sound judgment, escalation, and prioritization skills, this position works with the Consumer Relations Manager to provide critical data to our Brewery & Quality teams.

Leveraging enterprise-wide knowledge, this position will voice the Boston Beer brand in external channels, engaging with prospective and alumni coworkers, partners and customers. By crafting compelling content, the communications specialist grows awareness and affinity for our employer brand and corporate reputation. Among others, the Communications Specialist truly embodies our "happy customers make us happy" core value with the ability to confidently represent Boston Beer and its brands.

What You'll Brew:

Consumer Relations

• Manage consumer inquiries across multiple Boston Beer brands and methods of communication (telephone calls, e-mails, letters, and via social media channels) using CRM system promptly and thoroughly, in a friendly and courteous manner
• Resolve consumer matters, including but not limited to product comments, questions, and complaints; plus manage, process and fulfill reimbursements, swag make-good and surprise & delight opportunities as warranted
• Write, maintain and proactively update consumer responses to ensure consistency and accuracy across brands in content, tone and voice
• Prepare and present reports on drinker interactions, feedback, and trends, acting as a liaison between drinkers and brand teams to inform future decisions

Quality Assurance

• Act as a backup liaison with the quality, legal and sales teams, as needed, to ensure our beverages and service live up to our high quality expectations
• Support daily and weekly QA batch tracking and reporting of issues and outlier/trend spotting
• Analyze packaging information and facilitate product retrieval process to assist in root cause determination

Marketing/Brand & Employer/Corporate Communications

• Provide brand teams relevant and proactive data and resources (i.e., digital refunds) to support marketing and product plans
• Develop multimedia content, copyrighting, and manage editorial calendar for intranet and external-facing corporate brand channels including BostonBeer.com, LinkedIn, Instagram (@lifeatbostonbeer), Glassdoor/Indeed, etc.
• Embed within communications team and key organization stakeholders to identify meaningful storytelling opportunities across internal and external audiences
• Monitor and serve as community manager for Boston Beer profiles, engaging with prospective (and sometimes former) coworkers and drinkers

Other Responsibilities:

• Assist team in reviewing consumer relations systems, vendors, and solutions to determine best way to address CR and drinker needs
• Collaborate with other members of the communications team to support special projects, e.g. including but not limited to research, event planning, beer education, etc.
• Support junior/co-op coworkers and engage coworkers cross-functionally by identifying people or areas for collaboration.

What Ingredients You'll Bring:

Minimum Qualifications:

• Bachelors Degree
• Minimum of 2 years in communications, client relations, or customer service
• Proficient in CRM/project software (Emplifi/Astute Agent, JIRA), Microsoft Office Suite (PowerPoint, Excel, PowerBI), and owned/social media channels (.com, LinkedIn, Meta, Indeed/Glassdoor)

Preferred Qualifications:

• Proven experience and success in communications, client relations or customer service
• Experience in crafting compelling editorial and digital content for external channels with various audiences in mind
• Knowledge of the beer industry a plus
• Knowledge of communications industry trends and best practices a plus

Skills:

• Candidate must be confident, collaborative, and solutions-oriented
• Ideal candidate is a self-starter who is an adept multi-tasker with the ability to prioritize effectively
• Candidate is detail-oriented and highly organized with excellent oral and written communication skills
• Candidate displays strong problem-solving abilities and analytical skills

Level: 8

At the Boston Beer Company and in accordance with pay transparency laws, we are open about our salary ranges. For this role, the salary range is between $47,900 and $90,600. However, it's important to note that where the person hired starts in this range is dependent on their related experience, skillset and location. Additionally, this position qualifies for an discretionary annual bonus based on company and induvial performance, and certain sales roles might include a car allowance.

Some Perks:

Our people are our most important "ingredient." We hire the best talent; and we reward, develop, and retain them too.

In addition to generous healthcare on day one, stock purchase plan, 401k and more, Full Time Boston Beer Coworkers have the following perks available*:

• Tuition reimbursement
• Fertility/adoption support
• Free financial coaching
• Health & wellness program and discounts
• Professional development & training
• Free beer!

*Talk to your recruiter about eligibility

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Fair Chance Ordinance and the CA Fair Chance Act.

Boston Beer Corporation is an equal opportunity employer and is committed to a diverse workforce. In order to help ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who wish to request accommodation in the job application process can contact jobs@bostonbeer.com for assistance.