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Membership Concierge

Duckhorn Wine Company

Napa, CA

Job Description:

Duckhorn Wine Company has helped set the standard for American fine wine for four decades. Founded by Dan and Margaret Duckhorn with the launch of Duckhorn Vineyards in 1976, the Duckhorn luxury portfolio has evolved to include Decoy, Goldeneye, Paraduxx, Migration, Canvasback, Calera and Kosta Browne. Each winery has its own dedicated winemaker and focused winegrowing program. The portfolio encompasses five distinctive visitor centers, six state-of-the-art winemaking facilities, 300+ enthusiastic employees and 870 acres of acclaimed estate vineyards from California’s Central Coast to Washington State’s Columbia Valley. Limited quantities of all wines are available direct from the winery, throughout the United States, on five continents and in over 50 countries. For more information, visit DuckhornWineCompany.com.

SUMMARY: The Membership Concierge is a key role within the Duckhorn Portfolio Membership and Customer Service team, with primary responsibilities being retention of memberships and customer care. By providing outstanding service and crafting exceptional experiences for our members, the Membership Concierge will participate in the development and execution of various initiatives from events to phone service. This person will be vital in developing and nurturing local luxury business relationships that benefit and enhance the membership benefits of the Duckhorn Portfolio Membership programs. This position requires strong attention to detail, excellent communication skills and ability to work well within a high-functioning team in an environment that demands multitasking and exposure to both internal and external customers.

The Membership Concierge will primarily work out of the Paraduxx Winery facility in Yountville, CA, with routine travel between our winery estates in Napa and Anderson Valleys, as necessary. Standard work week will be Tuesday through Saturday.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Concierge Services (60%)
•  Support and execute retention initiatives and member communications
•  Provide loyal customers/members with personalized recommendations on visiting wine country, where to go and what to do
•  Curate luxury experiences for VIP members during their visit, tailored to their preferences, when necessary
•  Provide in-person tasting room floor presence, primarily on Saturdays, for welcoming members and fielding questions from members
•  Track and organize resource documentation of local activities, festivals and special events
•  Liaise with visitor centers for in-person club inquiries and will-call orders
•  Develop and maintain partnerships with local luxury businesses to best liaise with members
•  Maintain dialogue with members on product preferences, winery events, sales and service
•  Contribute to the creation of club-specific events throughout the year including on and off-site events, pick up parties, release events and wine-focused dinners

Customer Service & Support (40%)
•  Provide top-tier service for top-tier customers/members
•  Maintain member customer data in an effective and orderly fashion
•  Support team with order processing, customer service requests, phone calls and email inquiries during peak times - during wine club releases and holidays
•  Assist with RSVP lists for club events and processing ticket sales
•  Perform outreach and follow-up for new members
•  Assist with wine club sign-up forms and customer data entry and data integrity
•  Provide training support for DtC operations and visitor center teams, focusing on member sign-up initiatives, events, retention campaigns and milestones
•  Respond to customer inquiries and provides appropriate technical and/or product-related information as needed

QUALIFICATION REQUIREMENTS:
•  Experience with Wine Direct software/Vin65 and Microsoft RMS a plus
•  Computer proficiency: Microsoft OS – Outlook, Excel and Word
•  Three years premium wine sales (or other premium consumer product) capacity with an emphasis on exceptional customer service
•  Excellent attention to detail and ability to anticipate customer needs and respond appropriately
•  Passion to serve internal and external customers in a confident and professional manner
•  Ability to function independently and make empowered decisions that positively affect the customer’s experience within compliance
•  Completion of bachelor’s degree or equivalent
•  Ability to work evening or weekend shifts, as needed
•  Ability to lift up to 60 lbs. (9.0-liter case of wine)
•  Ability to ascend and descend stairs

Duckhorn Wine Company offers a highly competitive and comprehensive compensation and benefits package. Please respond with a resume and letter of introduction.

Additional Information:

Job Posted:
Tuesday, January 14th
Type of Work:
Full Time
Salary Information:
DOE