This is a part of a continuing series of Q&As with members of the brewing community from across the US. Brewer Magazine will share business and personal insights from Brewmasters, Head Brewers, Brewing Managers, Sales Directors, QCQA Managers and others each weekend to help you get to know each other better in the industry and learn more to better develop your own brand.
Jenna Dutton, Marketing & Design Manager, UNION Craft Brewing — Baltimore
BREWER: How does a typical day in your role look, and how do you balance operational demands with fostering a positive team environment?
DUTTON: No two days are the same! My role spans everything from designing POS materials for the sales team and managing social media, to coordinating marketing for events and creating fresh merch for the taproom. I’m constantly juggling creative design, project management, and strategic marketing to keep every aspect of our brand engaging. It’s a blend of hands-on work and big-picture planning that keeps me on my toes. I like to prioritize communication and collaboration to keep all departments aligned, from production and packaging, marketing and events, sales, and our tap room. This helps minimize miscommunication that can cause frustration and helps the team feel connected/focused on our shared goals.
BREWER: Are there any recent accomplishments for the brewery you want to tout and how is it going to improve your business going forward?
DUTTON: We just celebrated 13 years in the biz, a huge milestone. It’s a testament to our hard work and community. We stay inspired to keep innovating with new beers, events, and collaborations that uplift the city of Baltimore.
BREWER: What have you found to be the most effective way to handle customer feedback, both positive and negative?
DUTTON: Trust and empathy are everything. Listening closely, owning mistakes, and appreciating positive feedback help us grow. Building loyalty starts with listening to your customers.
BREWER: What first drew you to the industry, and what keeps you passionate about being part of it today?
DUTTON: The people at UNION drew me in, our staff is small but mighty, and heckin’ passionate. It’s their creativity and kindness that make every day fun.
READ MORE: Why an Educated Staff is Your Brewery’s Best Ambassador
BREWER: What are you sippin’ on right now from your brewery that you really enjoy?
DUTTON: There’s nothing like a crisp, cold Skipjack Pilsner in the summertime.
BREWER: What’s one piece of advice you’d give to new managers stepping into a role similar to yours?
DUTTON: Watch out for burnout. It’s tempting to say yes to every request for help because you want to see everyone succeed, but sometimes you have things roll and accept that “it is what it is.” Balance is key.
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