Bonny Doon Vineyard is an innovative, family owned winery focusing on the cultivation of distinctive, esoteric Rhône Varietals on the Central Coast of California. We are seeking an experienced Direct-to-Consumer Manager to join our dynamic team at our Santa Cruz office and cellar.
Reports to the General Manager, Sales and Marketing Manager, and President. Responsible for wine club management, strategy, administration, oversight, compliance, and daily wine club member interactions. (40%) Responsible for e-commerce strategy, administration, compliance, and daily customer service interactions. Assist design & media manager with email list management and email administration. (30%) Assist tasting room management team with back end POS administration, policy implementation, inventory management, and training. (15%) Responsible for event planning, production and coordination, including communications and marketing. (10%) Assist design & media manager with social media. (5%)
-Main point of contact for all customer service inquiries. This includes:
-Receive clubs and orders phone lines, answer all calls in a professional, friendly manner that represents the values of the brand.
-Check voicemails on clubs and orders boxes, respond to any messages within 24 business hours.
-Receive clubs and orders email address, and reply promptly and professionally.
-Reply to chat inquiries on website and follow up to tickets left by customers when the chat is offline (evenings, weekends, etc.)
-Receive general inquiries to the company's version of “hello” or “admin” email and respond/redirect as necessary.
-Invite all non-members to join the club, upsell to all customers via strategic sales techniques whenever possible. Requires extensive knowledge of the brand history and product line.
-Main point of contact and most knowledgeable on all in’s and out’s of WineDirect software.
-Review all online orders and wine club sign-ups for accuracy.
-Enter orders from our telemarketing team into WineDirect and work with calling center management to ensure callers are properly utilizing available discounts and offerings.
-Main point of contact for our fulfillment house.
-Daily correspondence with service team regarding retail and club orders.
-Monitoring shipments in transit to correspond with recipients as necessary to avoided missed deliveries and returned packages.
-Review inventory levels to ensure adequate quantities are available for shipment at all times.
-Answer questions from General Manager, Marketing Manager, Controller, and Company President about DTC strategy, planning, reporting, and inventory.
-Monitor social posts to ensure customer inquiries are followed up on in a timely manner.
-Occasionally pour at offsite events and represent the brand in a professional, friendly manner, driving traffic to tasting room, encourage wine club sign-ups, and introduce BDV wines to new audiences.
-Work with Tasting Room Manager to execute Day of the Doon celebration (1x per year). Leading up to the event, the percentage of time dedicated to events jumps from 10% of job focus to 30% - replaces e-commerce in priority.
-Advise Controller and General Manager for annual projections, goal setting for all DTC departments.
-Build all new products in online store/POS (WineDirect) and ensure proper pricing, inventory, images and copy are all displayed (approx. 15x per year)
-Timing, scheduling, roll-out planning, building, processing, and debrief (including decline recaptures via phone, email, postal mail, plus outreach for outstanding pick-up orders) for three wine club shipments each year.
-Review invoices from our fulfillment house and approve to accountant/dispute charges when necessary.
-Contact recipients of returned packages and coordinate reshipment with customer and fulfillment house.
-Work with Design & Media Manager, Marketing Manager, General Manager, and Company President to design compelling promotions and offerings for e-commerce channel. -----Attention to detail in regards to inventory management, in addition to seasonality, “on-brand” content, and awareness of cost of goods, is key.
-Review coupon code mechanics to ensure offers are working correctly and as intended.
Bachelor’s Degree or equivalent.
Minimum 3 years experience as a wine club manager, tasting room manager, or equivalent sales-based managerial role.
Expert with WineDirect (Vin65) preferred.
Extremely organized with the ability to multitask despite interruptions and a self-starter when it comes to prioritizing workload.
Computer savvy a must - requires advanced skills in Excel, Word and G Suite.
ShipCompliant proficiency preferred.
Quickbooks proficiency preferred.
MailChimp proficiency preferred.
Google Ads & Analytics proficiency preferred.
Wordpress proficiency preferred.
Knowledge of card processor and payment gateway systems preferred.
Experience with Buffer, Facebook, Twitter, Instagram, Pinterest, YouTube, Yelp, TripAdvisor, Bitly, ideal.
Knowledge of major carrier policies (UPS, FedEx, GSO) a must.
Knowledge of state-level DTC compliance policies preferred.
Well written, well spoken with huge attention to detail.
Occasional nights/weekends required.
Genuine passion for wine and familiarity of those in the BDV competitive set is ideal.
Ability to sit and stand for extended periods of time.
Must be able to lift a case of wine (40 lbs).
Knowledge and/or interest in graphic design a plus.