Position Summary: Become part of a really fun team, build your resume, and make a difference at our dynamic company! The Wine Club Operations Manager position requires management and leadership of wine club membership, growth, and retention. You have a knack for handling eCommerce systems and you will lead our customer success team. Finally, you will participate in the development and management of our onsite wine club experiences.
Thank you so much for your interest in this position! You may submit your information via the WineJobs link but all interested folks will first be asked to complete a short Google form, available here: https://forms.gle/onsFBPvGNfVvG7689. Once you complete this, we'll reach out to you to schedule a short Zoom video interview.
Please read further for a full description (in great detail!) of the job.
The hiring team at Bella
Essential Duties and Responsibilities:
Wine Club and Mailing List:
--Responsible for the timely calendaring, development, planning, and efficient execution of all wine club e-mail campaigns, print materials, and shipments. Oversee all involved parties to meet deadlines, wine selections, and ship dates.
--Manage comprehensive “customer journey” programs for new club member cohorts and new mailing list signups.
--Contribute, as part of the creative team, to the development of wine club and eCommerce promotional materials.
--Continually refine and enhance customer loyalty and retention programs to ensure they are as effective as possible in meeting customer needs, enhancing the brands, and driving sales.
--Oversees and is a subject matter expert on the club processing and all sales transactions in the POS system.
--Own the pick-up program for wine club members. Take initiative on contacting customers with multiple pick-ups.
--Develop vibrant event programming to engage current club membership and attract new members.
--Oversee tracking of marketing inventory (i.e. club forms, directional cards, shipping forms, tasting notes etc.), website updates, online content, and consistent review of the public web cart to ensure the wines for sale are well-represented at all times with sufficient inventory to support sales.
--Lead on updating declined credit cards before and after processing.
--Lead on customer service and experience requests for all customers (phones and Zendesk) – responding according to our 24-hour rule.
--Be an example of excellent customer service – set the standard for the rest of the team and continually improve customer service processes and procedures.
--Acts as club member liaison in the tasting room with periodic presence in the private club areas and at all events.
--Lead the wine and merchandise shipping and fulfillment process. Act as company liaison to our 3rd party shipper.
--Assist Hospitality Director and General Manager with inventory tracking procedures, monthly counts, and reconciliations.
--Manages and maintains a clean and organized office environment.
--Support the General Manager to ensure all office equipment is maintained and serviced on time.
--Point person for ordering, monitoring, and maintaining appropriate levels of office supplies for all departments
--Work with the Hospitality Manager to create wine club experiences, private tastings, and food and wine pairings. Encourage the sales team to create special interactions with club members.
--Ensure that Bella stays ahead of the curve by continually reevaluating wine club hospitality programs. Develop a system for “competitive analysis” that provides both information to make educated choices and education for the team.
--Promote a creative, authentic experience that far exceeds expectations and continually elevates the brand.
--Keep performance reports detailing mailing list and wine club activity (memberships, new enrollments, cancellations, and sales results).
--Maintain accurate monthly and annual spreadsheets to track club sales and club membership numbers (and trends) for the Marketing Manager and General Manager.
Management and Team Building
--Promote company focus points, manage culture, encourage strong work ethic and foster an environment of trust and respect. Recognize and celebrate team successes.
--Oversee management of staffing and set-up for outside experiences for Wine Club.
--Monitor team dynamics, tasting room appearance, guest satisfaction, and maintains a rolling list of improvement areas.
--Lead staff education and training in Wine Club messaging, retention, and sign-ups.
--Establish leadership position within the Dry Creek Valley (ie: DCVCAC, Wine Growers of Dry Creek Valley)
--Practice and cultivate outreach to make sure Bella is positively represented in the neighborhood, wine community and the Healdsburg/Sonoma County community at large.
--Use winery visits to train staff and keep up on neighboring wine clubs.