The Wine Club Manager is responsible for leading the Cosentino Winery wine club and assisting with telesales and events channels to drive a complete customer experience that deliver revenue and customer satisfaction objectives. The WCM is part of the Direct to Consumer channel of VWE.
Reporting to the Estate Manager for Cosentino Winery, the Wine Club Manager will ensure a consistent and totally integrated customer experience both online and in-person that will delight and excite Cosentino Winery customers and translate in to organic growth of the brand.
**In collaboration with the Estate Manager, manage DTC business P&L for all channels; maintain data integrity of all systems and ensure website is updated consistently.
**Work with winemaking team, production staff and wine club logistics to manage wine club allocation, pricing, and product line.
**Collaborate with corporate and estate marketing teams to ensure consistent winery branding across all channels for the winery including print, web, and social media.
**Create, define, and develop elevated winery experiences for both retail and wine club members in both daily tasting opportunities and periodic events.
**Ensure overall growth and retention of wine club members, execution of wine club shipments, creation of wine club specific events, and effective communication with members.
**Laser focus on the customer experience to ensure that it is memorable, seamless across all DTC channels, and cultivates a loyal relationship with Cosentino Winery.
**Work with the Estate Manager, Wine Club Coordinator and Wine Club Logistics Manager to develop operating procedures and best practices, executing them in a way that lets
the customer know they are at the heart of our policies.
**In collaboration with the Estate Manager, recruit, hire, train, manage, support, and mentor winery staff to have exceptional customer service and hospitality standards providing
staff feedback and annual evaluations.
**Ensure staff are thoroughly trained on wines, winery history, standard operating procedures, winery culture, promotions, events, and can articulately engage with guests on
these topics through effective communication, monthly meetings and periodic trainings.
**In collaboration with all channels, build a cohesive DTC team that consistently meets and often exceeds customer relationship standards as well as sales goals.
**Exceptional skills in customer service with a professional demeanor
**Excellent written communication skills, attention to grammar and email etiquette
**Works well in a team environment
**Pays close attention to detail and takes initiative
**Strong organizational, problem-solving, and analytical skills
**Previous tasting room experience or in person customer service a plus