At Farm Collective, we create wines, experiences, and stories unlike any in the world and inspire people through highly-expressive winemaking, sincere hospitality, and cool, creative environments.
The role of the Membership and Logistics Manager is to drive growth at Tank Garage Winery and James Cole Winery by providing exceptional customer service, growing our wine clubs, and overseeing shipping logistics.
This position provides front-line support to our customers, whether they need help with tasting reservations, placing a wine order, tracking a shipment, or changing their wine club membership. They are responsible for growing our wine clubs by building meaningful relationships with our club members and developing strategies to attract and retain members. They also serve as our shipping lead by monitoring shipping activities for both wineries, troubleshooting shipping issues, and ensuring that our 8-10 wine club shipments per year run flawlessly.
Individuals who are most successful in this role are organized, innovative and tactical, with great attention to detail and excellent communication and customer service skills. They should be dynamic, self-motivated, and should be comfortable toggling between hands-on tasks and bigger-picture strategy.
RESPONSIBILITIES
• Deliver game-changing customer service every single day.
• Ensure that our websites and online stores are running optimally by conducting regular maintenance and updates.
• Maintain our CRM and POS.
• Maintain records for all club members, working with tasting room teams to increase accuracy and completeness of data. Process new club enrollments, changes, and cancellations.
• Ensure seasonal Wine Club releases (8-10 per year) are run smoothly and efficiently. This includes coordinating communications leading up to each release, updating member profiles in our systems, ensuring all requested modifications are processed accurately, etc.
• Identify opportunities to enhance club offerings and increase engagement with our club members, while working within assigned budget.
• Develop and execute strategies to increase member longevity/decrease cancellations, increase referrals, meet revenue goals, etc.
• Oversee shipping logistics, including regular monitoring of shipments from both the tasting rooms and through our third-party fulfillment partner.
• Troubleshoot shipping issues between customers, carriers, third-party fulfillment companies and tasting room teams as necessary.
• Create insightful reports and make recommendations based upon data.
• Coordinate inventory moves between our warehouses, tasting rooms, and fulfillment partners as needed to ensure that we have sufficient inventory for our customers regardless of order modality.
• Work with marketing to ensure that the value of our wine club memberships are clearly and consistently promoted.
• Maintain a consistent presence at the wineries, including supporting events for our club members.
• Support digital marketing and ecommerce initiatives as requested.
• Assist with hospitality operations, onsite service, bottling, labelling, and other cellar operations projects as needed.
• Other duties as assigned.
REQUIRED QUALIFICATIONS
• Minimum 3+ years in a membership management/customer service role. Prior experience in wine club management strongly preferred.
• Strong understanding of sales techniques and motivations.
• Interest in wine and ability to discuss wine offerings with customers.
• High level of proficiency in Excel, CRMs, and Google Workspace, with the ability to utilize numerous systems daily and to quickly adapt to new technology.
• Strong sense of organization and consistency, with the ability to prioritize and hit deadlines.
• Ability to use math, data and statistics to gain business insight and drive decisions.
• Excellent interpersonal communication skills and ability to collaborate effectively with other employees and external vendors.
• Must be able to travel to tasting rooms as needed.
• Must be 21 years of age or older.
• Flexible schedule including ability to work weekends, holidays, evenings and special events as needed.
PREFERRED QUALIFICATIONS
• A true love of wine, food, music, and adventure.
• Familiarity with Commerce 7, WineDirect (Vin65) and Tock.
• Familiarity with HTML and photo editing.
WORK ENVIRONMENT & PHYSICAL DEMANDS
• Position is on-site in Napa, California, with possibility of some remote work after an initial training period.
• Must be able to lift 50 lbs on a regular basis.
• Must be able to sit for extended periods of time while working at a computer.
COMPENSATION, BENEFITS & PERKS
• Salary Range: $70,000-$80,000.
• This range is what we reasonably expect to pay for this role. Actual compensation paid will be determined by assessing a candidate’s education, experience, and skills in relation to other candidates, internal peers, and market data.
• Health, dental, vision and life insurance benefits, with 100% of the employee’s premium paid by the Company.
• Simple IRA retirement plan with up to 3% company match available.
• Eligible for our flexible and uncapped PTO plan, to encourage a healthy life-work balance.
• Travel & education reimbursement available on a case-by-case basis for training.
• Employee wine allocation and discounts available.
• Actual compensation paid within the range will be determined by assessing a candidate’s education, experience, and skills in relation to other candidates, internal peers, and the scope and responsibilities of the position.
APPLICATION INSTRUCTIONS
• Please submit your resume and a little bit about why you are psyched about this opportunity and would be an awesome addition to our team.
• Applicants must be willing to consent to a background check.
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