Customs & Events Manager

About the Role

The Customs & Events Manager is the primary architect behind our guests' most memorable celebrations. You will oversee the journey of a custom order from the initial spark of an idea to the final delivery, turning written visions into edible reality through flawless communication, precise documentation, and expert salesmanship.

Responsibilities

• Guest Experience Model "Gold Standard" Service: Set the tone for the guest experience by responding to all inquiries within 24-48 hours with warmth and expert product knowledge.
• Wedding Concierge: Provide dedicated 1-on-1 consultations for wedding clients. You are the expert on our policies, flavor profiles, and pricing structures.
• Consultation & Tasting Host: Lead the "Experience"—from scheduling and hosting tastings to the diligent follow-up required to close the sale.
• Precision Documentation: Translate guest visions into technical blueprints, including detailed written orders and accurate sketches/drawings of custom designs to ensure the kitchen team executes perfectly.
• Digital Lead Management: Manage the high-volume flow of custom order inquiries arriving via the website and email, ensuring no detail is missed.
• Charitable Events: Represent the brand at off-site charitable functions as needed.
• Data Integrity: Maintain impeccable digital records using OneDrive, Google Drive, and Dropbox; manage the shared delivery and consultation calendar (iCloud) to prevent logistical overlaps.
• Financial Accuracy: Execute invoicing through the REVEL POS system with 100% accuracy.
• Organization of Deliveries: Confirm all custom deliveries with the venue and the guest.

Requirements

• Education: High school diploma or GED required.
• Industry Tenure: Minimum 2 years in retail, food service, or event planning.
• Experience: 1+ year of experience specifically in custom cake sales or as a custom cake decorator is highly preferred.

Skills

• Relational Expert: Ability to build instant rapport with guests, wedding parties, and internal bakery teams.
• The "Editor's Eye": Exceptional attention to detail; catching typos or color clashes before the order hits the kitchen.
• Organization: Mastery of "triage"—knowing how to prioritize a Saturday wedding delivery over a Tuesday inquiry.
• Tech-Savvy: Proficient in Microsoft Office, Google Workspace, and Dropbox.

Physical Demands & Working Conditions

• Environment: A bustling, climate-controlled retail bakery (with occasional trips into a 0°F walk-in freezer—gear provided).
• Physicality: Involves standing, walking, and fine motor skills required for sketching designs.
• The "Big Days": Regular weekend and evening availability is a must, as that is when guests celebrate most.

Pay

$19-$22/hour

Schedule

45 hours per week; Office hours 9a-6p Monday, Tuesday, Wednesday, Friday, Saturday (off on Thursday & Sunday).