The Senior Wine Club Manager is responsible for managing, leading and growing the wine club. The dynamic position will work closely with the tasting room, wine club and marketing teams. They will play an instrumental role in achieving targeted sales and membership growth, all while meeting customer satisfaction objectives.
Reporting to the Estate Manager, the Senior Wine Club Manager will ensure a consistent and totally integrated customer experience both online and in-person that will delight and excite customers and translate into organic growth of the brand.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
In collaboration with the Estate Manager, manage DTC business P&L for all channels; maintain data integrity of all systems
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 the brand
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
Act as on-site manager in the absence of tasting room management team
Act as direct report to Wine Club Coordinator and provide support and guidance
Manage daily communication with members and guest via email, phone and text
Manage membership accounts
Create digital and printed inserts for wine club shipments
Drive revenue by upselling, creating promotions and actively recovering decline revenue.
Create and execute member notifications via email and text
Create and provide promotional offers for wine club telesales team for outbound calls.
Be the face of the wine club. Greet current and new wine club members on tasting room floor.
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, best practices on how to effectively sell a wine club, 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
2+ years Wine Club Management experience
A strong, emotionally intelligent leader who is capable of understanding, inspiring, engaging, and empowering others
Demonstrate the professional demeanor and attitude of a leader who is flexible, clear, and provides hands-on leadership
An innovative thinker who adds to and supports a culture of creativity, positivity, growth, and teamwork
Has a passion for wine and knowledge, and pursues the skills required to deliver results
Self-motivated, detail-oriented, and customer experience focused individual
Proven sales management skills with a track record of delivering positive business results
Tech savvy, with strong computer skills, and competent in learning new software
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
Must be able to sit for extended periods as required by job duties
Must be able to lift 40lbs
Coordinate multiple tasks simultaneously
Ability to travel locally when necessary
Able to work weekends, holidays and after hours
Vintage Wine Estates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital or veteran status, or any other legally protected status.