Join the global team

Work closely with and support members of the team in the day-to-day management of supplier relationships, product sourcing, product upload, pricing support, and offer tracking, with a particular focus on maintaining clear, timely, and professional supplier communications.

This role will provide development opportunities with the view to providing on the job training and support to assist the post holder expand responsibilities and increase knowledge with the buying team.

KEY RESPONSIBILITIES

• Support the day-to-day management of the supplier base, helping to maintain clear and professional relationships with producers and suppliers.

• Centralised management and monitoring of product offer, including managing deadlines and communicating with internal and external stakeholders

• Upload and maintain product information and offer lists within internal systems, ensuring accuracy and timely availability.

• Supporting in the management of allocations, promotions and campaign planning

• Identifying issues, prioritising and resolving them efficiently. Monitoring and sourcing of required replacement stock and liaising with different departments to improve issue resolution timings.

• Assist in pricing analysis, including landed cost calculations, margin targets, and competitive benchmarking.

• Being able to share high level of knowledge on fine wine & spirits regions to support offers and campaigns internally and externally.

• Generate Critic / Vintage reports analysis and identify angles or possible opportunities that could come from it.

• Liaise directly with various key departments in the company such as logistics, portfolio management, brand and sales, being their buying team prime point of contact.

EXPERIENCE AND QUALIFICATIONS

• Proven experience in the fine wine and /or luxury spirits industry.

• Exceptional written and verbal communication skills.

• Experience in developing and managing supplier relationships.

• Educated to WSET diploma (Level 3/4) or studying towards.

• Strong Excel skills, demonstrating an ability to create and analyse reports.

• Excellent attention to detail.

• The ability to work in a fluid and fast-paced environment and able to handle change and retain a positive outlook.

• Pro-active, self-starter who uses their own initiative.

• Strong organisation skills.

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.

Email careers@frw.co.uk to apply

We’re looking for a Customer Experience Executive to deliver exceptional service across the full customer journey from onboarding and order confirmation through logistics and delivery. You’ll be the frontline point of contact for our clients, managing inquiries and resolving issues while coordinating closely with internal teams across our global business.

This role is ideal for someone who enjoys problem solving, working with systems, and being the connector between customers and internal teams all while keeping communication clear, organized, and customer focused.

HOW YOU'LL WORK

• HubSpot is our primary tool : All customer inquiries are managed through HubSpot Tickets, which act as the central source of truth for communication, progress, and resolution.

• Email + phone support: You’ll respond to customer emails directly from HubSpot (so everything is logged automatically) and handle inbound calls using Aircall. Training will be provided for call handling and systems.

• Clear ownership, not busywork: You’ll update ticket status and add internal notes and work cross-functionally with Warehouse, Logistics, Finance, or Engineering teams.

• Supported by SOPs: Common scenarios (such as missing stock or delivery delays) have documented processes to help you resolve issues consistently and efficiently.

KEY RESPONSIBILITIES

• Manage customer interactions at key touchpoints including onboarding, order confirmation, logistics, and delivery for clients across the US, UK, Asia, and Europe.

• Own and manage customer tickets in HubSpot, ensuring timely responses, accurate documentation, and clear status updates.

• Handle inbound customer calls via Aircall, providing professional and confident phone support (training provided).

• Proactively coordinate with internal teams (Warehouse, Logistics, Finance, Engineering) to resolve customer issues and keep clients informed in a timely manner.

• Ensure all customer queries, complaints, and service issues (e.g., unavailable stock, delivery delays) are handled accurately, professionally, and within performance targets.

• Raise invoices for customer deliveries and process related requests.

• Identify recurring issues or service breakdowns and flag opportunities to improve processes and the customer experience.

• Support the ongoing improvement and stabilization of our technology stack, including HubSpot, SAP (ERP), and Catalogue systems.

WHAT WE’RE LOOKING FOR

• Experience in a customer-facing role, ideally supporting customers via email and/or phone.

• Comfortable using CRM systems - HubSpot experience is a strong plus.

• Confident communicator with strong attention to detail and follow-through.

• Organized and able to manage multiple tickets and priorities in a fast-paced environment.

• Curious, proactive, and solutions-oriented when resolving customer and internal issues.

• Comfortable working cross-functionally and following structured processes.

• Experience with ERP systems (such as SAP), logistics, or order processing is a plus but not required.

• Knowledge of wines and spirits is an advantage but not essential.

• Fluent in English (French is a plus).

WHY YOU'LL ENJOY THIS ROLE

• Clear systems and processes ; no guesswork or duplicate work

• Training and support for both HubSpot and Aircall

• Exposure to global operations and cross-functional collaboration

• Opportunity to contribute ideas that improve both customer experience and internal workflows

• A role where organization, communication, and problem solving really matter

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.

Email careers@frw.co.uk to apply

As a Client Advisor, you will be the key point of contact for F+R’s most valued customers, offering expert guidance and exceptional service throughout their fine wine and spirits journey.

You will support the Sales Director, Asia by assisting in client engagement, order processing, and fulfilment, while contributing to the sales pipeline planning and customer service excellence.

This role will be measured and remunerated on service metrics, quality of communication, resolution of tickets around key accounts, and working to deliver a consistent and exceptional brand experience for F+R’s most valuable customer segments.

KEY RESPONSIBILITIES

• Execute client offers and service initiatives, as well as onboarding journeys, ensuring alignment with individual customer goals and standards.

• Deliver a consistently exceptional experience for key accounts by maintaining expert knowledge of service protocols, customer segments, and fine wine and spirits.

• Act as a trusted advisor and brand ambassador, educating customers and providing tailored recommendations based on their preferences and objectives.

• Communicate proactively and professionally with clients on orders, offers, and fulfilment timelines, ensuring timely updates and first–contact resolution.

• Manage and escalate complex issues appropriately while maintaining a strong focus on customer satisfaction.

• Generate accurate reports on customer interactions, sales performance, and service metrics, providing actionable insights to management.

• Collaborate cross-functionally with Sales, Marketing, Logistics and Customer Experience teams to ensure seamless and aligned client experiences.

• Support the execution and optimisation of marketing and sales campaigns, contributing feedback on performance and customer response.

• Profile customer types (e.g., enthusiast, collector, investor) to inform service personalisation and commercial strategy.

• Uphold a culture of innovation and continuous improvement in customer service delivery and internal processes.

PERSON SPECIFICATION

• Proven track record of achieving and sustaining high commercial performance in a sales-focused environment, with a tenacious and enterprising outlook.

• Demonstrates ownership of personal and professional growth, with a strong learning mindset and ambition to develop expertise (e.g. WSET Level 3 or above or currently studying).

• Strong knowledge of fine wine and a genuine passion for the industry,

• Highly proficient in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).

• Functional experience working with CRM systems (Hubspot would be advantageous).

• Excellent communicator and collaborator, able to work cross-functionally at all levels with strong relationship-building skills.

• Strong attention to detail and a logical and methodical approach to problem-solving.

• Ability to thrive in a fast-paced sales-focused environment.

• Fluency in English and either Cantonese or Mandarin is essential; proficiency in all three languages is highly desirable.

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.

Email careers@frw.co.uk to apply

The Buyer for Asia will manage and develop supplier relationships across the Asian markets, forming a key part of the global buying team. This role combines commercial acumen, market insight, and strong supplier engagement with the ability to leverage technology and data to drive performance and efficiency.

As the business embraces a new technology stack, the post holder must be systems-proficient, comfortable working with digital tools, and capable of leveraging data and digital tools to optimise sourcing strategy, drive commercial results and enhance supplier performance.

Ambassadorship for FINE+RARE will be key, building important direct relationships, but also in a wider context and when penetrating new markets.

KEY RESPONSIBILITIES

• Build and maintain strong relationships with Asian-based supplier networks. Grow sourcing for this market with specific allocations through existing and new suppliers, manage pricing and sourcing opportunities.

• Serve as the primary point of contact between suppliers and internal teams (buying, brand, sales, logistics).

• Support and lead campaign planning, including En Primeur, promotional launches, and supplier-led opportunities.

• Leverage internal systems and tools to manage offers, track supplier performance, and analyse product lifecycle data.

• Ensure timely and structured communication of offers, pricing, and content across teams using the company’s digital platforms.

• Extract and interpret data from internal systems to assess supplier performance, inform buying decisions, and identify growth or margin opportunities.

• Collaborate with brand and marketing teams to align supplier content with commercial campaigns and digital initiatives.

• Organise and attend supplier tastings, buying trips, and client visits to deepen engagement and spot new opportunities.

• Stay current on market and competitor activity to proactively identify sourcing or margin opportunities.

EXPERIENCE & QUALIFICATIONS

• Proven experience in wine buying and supplier relationship management.

• Strong understanding of fine wine market dynamics and commercial performance indicators.

• Experience working in global or cross-functional teams, with the ability to collaborate across time zones.

• Highly proficient with digital systems and Excel. Experience with buying platforms is a plus.

• Exceptional written and verbal communication skills.

• Experience in developing and managing supplier relationships.

• Educated to WSET diploma (Level 3/4) or studying towards.

• Good command of both written and spoken English, as well as Cantonese or Mandarin.

• Fluency in French is a strong advantage.

• Analytical and data-driven, with the ability to interpret and act on commercial insights.

• Strong organisational and negotiation skills.

• Excellent attention to detail.

• Ability to work in a fluid and fast-paced environment, handle change, and retain a positive outlook.

• Proactive, self-motivated, and able to work effectively across global teams.

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.

Email careers@frw.co.uk to apply