Ashes & Diamonds Winery is seeking an experienced, motivated, and outgoing person to oversee our Wine Club and Traveler/Well program at our winery. The key responsibilities of this position include proactive and frequent communication with club members and customers through all channels including phone and text; developing and implementing new concepts for our Wine Club to achieve significant growth and prioritizing member retention through attrition mediation.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

WINE CLUB MANAGEMENT
•  Plans, processes, and provides customer service for the twice-annual wine club shipment
•  Developing new club program concepts, promotional programs, and marketing plans as part of an effective team including the Tasting Room Manager, and Ownership
•  Preparing annual plans, budgets, and wine allocations for club shipments and all club activities
•  Works to create, oversee, and execute exciting and fulfilling events for club members to promote new releases
•  Executes a twice-yearly wine club shipment and helps with the transition to the new model
•  Planning and conducting member events in Napa and at our Los Angeles Pool House twice yearly
•  Manage the member benefits packages, create new benefits for members to incentive joining, and aid in facilitating member access to new pool experiences
•  Takes the initiative for self-development in the areas of our wines, our brands, general hospitality, marketing, and acquiring effective sales techniques and acumen.

MARKETING
•  Increasing club membership and customer retention based on annual planning
•  Collecting and analyzing member data, feedback, benchmark data, and problem-solving
•  Working with Marketing on email campaigns, club event flyers, and other promotional materials related to club
•  Developing and maintaining lively communication with the Club members via text and phone campaigns
•  Basic copywriting and editing for member emails as well as marketing emails, ChatGPT use encouraged

SALES AND CUSTOMER SERVICE
•  Training and supporting tasting room team in sales of memberships and overall direct sales
•  Processing all inbound club member orders via email and text
•  Experience with gracefully dealing with frustrated customers and creating win/win outcomes for both the customer and the company
•  Developing and tracking results of incentive programs to increase memberships
•  Provides concierge support as needed helping to book member experiences and pool passes
•  Main point of contact for A&D Member inquiries over phone, email, and text.

SHIPPING AND ADMINISTRATION
•  Supervising the processing of orders using Commerce7 and Ship Compliant in compliance with all Federal and state regulations
•  Setting up club shipments in Commerce7 as well as coordinating preparations with our fulfillment warehouse with support from the Operations Manager


QUALIFICATIONS
•  Bachelor's Degree and a minimum of 2 years experience in wine club management
•  Strong experience with DTC marketing channels specifically social media, e-mail, and phone/text
•  In-depth knowledge of consumer trends, and the ability to analyze purchase data
•  Excellent marketing skills with a proven track record in sales and customer satisfaction
•  Passion for premium wines, good knowledge of California wines
•  Must be a team player who can consistently maintain a positive and professional attitude under pressure
•  Efficient and detail-oriented with exceptional writing, communication, and organizational skills
•  Strong problem-solving capabilities, ability to multi-task and meet deadlines in a fast-paced environment
•  Proficient in Microsoft Office applications and ChatGPT
•  Experience with Commerce 7 and Ship Compliant a must
•  Experience with Redchirp and outbound texting a plus

PHYSICAL REQUIREMENTS:
•  Lift and handle materials weighing up to 50 lbs.
•  Stand on hard surface for extended periods
•  Grasp, stoop, squat, climb stairs, push or pull, carry, and reach over the shoulder
•  Ability to work in a fast-paced environment under pressure

ALIGNED VALUES – Successful employees will share in our values:
•  Humility
•  Teamwork
•  Patience
•  Trustworthiness
•  Passion
•  Adaptability
•  Accountability
•  Drive