Job Summary
The Membership & eCommerce Lead plays a key role in delivering an exceptional experience for our members while driving revenue and the growth and success of our wine club program. Working closely with the Tasting Room & Membership Manager & Director DTC Operations, this customer-focused and hospitality-driven professional will lead efforts to increase eCommerce revenue and member acquisition and retention while managing all aspects of wine club operations — including logistics, communication, and member events.

The ideal candidate is a polished hospitality professional with a passion for wine, a keen eye for detail, and a natural ability to connect with guests. This role requires both creativity and strategic thinking to deepen brand loyalty, strengthen membership, and enhance the value of membership.

Essential Duties and Responsibilities
Membership Growth & Retention
•  Develop and implement strategies to grow club membership, increase engagement, and reduce churn.
•  Analyze member data and trends to drive retention initiatives.
•  Continuously evaluate and optimize club structure to meet financial goals.
•  Create and manage promotional campaigns, incentives, and referral programs.
•  Work weekends in the tasting room to interact with members, support Wine Ambassadors with sign-ups, and build relationships with members.

eCommerce
•  Develop and execute an eComm strategy to drive online, phone, and text sales, in collaboration with the Director DTC Ops and Tasting Room and Membership Manager.
•  Create and distribute branded email campaigns; manage timing and execution of seasonal promotions and offer calendars.
•  Analyze performance metrics such as conversion rates, average order value, and campaign ROI; report on findings and recommend optimizations.
•  Manage accurate product setup in Commerce7, including tasting notes, images, pricing, and scores.
•  Forecast demand for new releases and coordinate inventory for promotions, bundles, and fulfillment channels.
•  Troubleshoot and resolve customer service issues involving orders, returns, compliance, or website functions.
•  Implement strategies to improve customer satisfaction and reduce cart abandonment.
•  Partner with the Marketing department on sourcing printed materials, packaging, and branded merchandise.
•  Manage the creation and testing of discount codes, bundles, and promotional offers.
•  Provide coaching and insight to the retail sales team to increase engagement and performance.
•  Review wine inventory regularly to support effective vintage sell-through.

Customer Experience & Communication
•  Serve as the primary point of contact for wine club members, providing responsive, professional, and personalized service.
•  Resolve inquiries and issues with warmth and efficiency.
•  Build and nurture relationships with members to foster loyalty and lifetime value.
•  Support tasting room operations on weekends by facilitating club pickups and offering elevated hospitality.

Wine Club Operations
•  Manage the full logistics lifecycle of club shipments, including forecasting (in partnership with Membership Manager), inventory coordination, collateral, packaging, fulfillment, and issue resolution.
•  Collaborate with production and winemaking teams to plan wine selections.
•  Maintain accurate and up-to-date member records in the POS system.

Marketing, Events & Engagement
•  Coordinate all wine club communications, ensuring brand alignment and a consistent outreach cadence via email, SMS, social media, and personal touches.
•  Plan and execute exclusive member events, including pickup parties, private tastings, and club-only experiences.
•  Collaborate with the tasting room team to deliver high-touch, in-person brand experiences.
•  Support VIP tastings, tours, and other hospitality initiatives as needed.

Data Management, Reporting & Analysis
•  Maintain complete and accurate customer records (e.g., addresses, payment info, tags, notes).
•  Monitor KPIs such as sign-ups, churn, revenue, and satisfaction.
•  Leverage data insights to inform decisions around promotions, events, and retention efforts.
•  Prepare regular reports and dashboards for senior leadership.

Qualifications
Required
3+ years’ experience in wine club management, processing, and database systems
•  3+ years’ experience in hospitality, customer service, or event management
•  2+ years’ experience in creating and executing eCommerce revenue plan
•  Experience in digital marketing or CRM communications
•  Proficiency in platforms such as Commerce7, WinePulse, Mailchimp (or similar), RedChirp, Microsoft Office
•  Exceptional communication and relationship-building skills
•  Strong sales ability and member service mindset
•  Highly organized with excellent time management and multitasking skills
•  Collaborative, team-oriented approach with attention to detail
•  Current California RBS certification or ability to obtain within 60 days of hire
•  Abe to work weekends and holidays as business needs dictate.

Preferred
•  WSET certification or equivalent wine knowledge
•  Familiarity with ShipCompliant
•  College degree in business, hospitality, marketing, or a related field

Physical Requirements
•  Ability to stand and/or walk for extended periods
•  Ability to lift and carry up to 10lbs frequently, and up to 50lbs occasionally
•  Ability to work at a computer for prolonged periods
•  Availability to work weekends, evenings, and holidays as needed

Compensation & Benefits
•  Salary: $80,000–$85,000 annually, depending on experience
•  Bonus: 10% annual bonus eligibility
•  Incentives: Wine club sign-up commissions and tasting room tips

Benefits & Perks:
50% employee wine discount
12 Paid Holidays
Employer-sponsored 401(k) with 5% company match
Generous employer medical insurance contributions + free dental and vision
Life insurance - 2x Annual
Educational training and professional development opportunities