Position: Wine Club & Marketing Manager
Reports To: General Manager
Position Summary:

Exceptional opportunity for wine club team leader and sophisticated marketer to help lead Michel-Schlumberger to the next level of success!! We are entering a new era and building a new team. Be a part of establishing a new legacy for this celebrated property. We are looking for an enthusiastic fun leader for our wine club program. If you are an energetic, experienced wine club manager and marketer we would love to meet you.
The Michel-Schlumberger Estate is located in Wine Creek Canyon in Healdsburg. The property was first planted to vines in 1979. The estate boasts beautiful rolling hill vineyards and the winery’s white stucco walls, terracotta tiled roof, bell tower, and grand courtyard offer a spectacular place to enjoy a day in wine country.
As the first point of contact for members, the wine club manager establishes a hospitable rapport and welcoming tone. This position requires strong attention to detail in interpersonal communications.
The ideal candidate will posses an outgoing, fun and welcoming personality as well as be mature and worldly to relate to members who have experienced premium international hospitality. A passion for wine, farming, food, hospitality and the enjoyment of wine culture is critical for the candidate to thrive.
The responsibilities and duties of the position include however are not limited to those listed below.

Direct to Consumer & Marketing
•  Provide the highest level of hospitality and customer service to members via face-to-face interactions, phone, and email.
•  Accurately process member allocations, phone orders, charges, returns and special requests.
•  Manage the club program, including planning, logistics, communication, and database management. Work with hospitality team to train them to add new members and continue to grow and expand the membership. Add benefits and expand the membership to retain and grow participation.
•  Be available to work in the tasting room to build customer relationships with active and prospective members.

•  Manage Website e-commerce store to maintain product offerings, release items, and logistics to continue to grow online sales.
•  Answer and respond to customer inquiries via telephone or written correspondence in a timely manner, upselling wherever appropriate.
•  Maintain inventory at winery and off-site fulfillment and manage DTC allocations to inform team of low inventory and sold out status.
•  Manage release emails and work with team to get design, offering details, offer segmentation, and products prepared so releases can be sent on time.
•  Social Media, engage with customers through social platforms Instagram, Facebook, LinkedIn, and Tik Tok. Maintain a regular posting calendar connected to events, releases and seasonal activities.
•  Manage relationships with vendors including, fulfilment warehouse, ecommerce & POS system, reservation system, and web-designer.
•  Work with hospitality team on order processing, accurate shipping communication, and shipping logistics so customer follow up is minimal and the purchasing experience is of the highest quality.
•  Work with team to maintain reservation system to maximize appointments while providing for the best customer experience.
•  At all times provide exceptional customer service through courteous and professional oral and written communication.
•  Maintain Wine Club and telemarketing databases to ensure that all member interactions are documented and up to date.
•  Proactively identify and resolve customer issues with thorough research and follow-through.
•  Promote and sell all Wine Club special events and promotional wine offers.
•  Manage and resolve complicated and sometimes difficult situations with customers in a mature, professional and thoughtful manner that ultimately results in high levels of customer satisfaction.
•  Assist customers with any questions or inquiries regarding shipping orders, including order status, requests to delay or re-route packages and tracking orders.
Education and Experience Required:

This position requires outstanding customer service skills and excellent communication and coaching skills. This position also requires solid hospitality skills. You must have a passion and knowledge of wines. The qualified candidate will be at least 21 years of age, possess strong organizational, problem-solving, and analytical skills, as well as flexibility and ability to manage constantly changing priorities with enthusiasm. Position requires a professional appearance and attitude, the ability to work weekends and may demand hours outside of a typical 9-5 schedule. Strong computer proficiency in Microsoft Office, Excel, Wine Direct, Adobe Photoshop and Illustrator is desired. Must be able to stand and walk for long periods of time and be able to lift up to 50 pounds repeatedly. Must be able to effectively stock wine and non-wine merchandise, set-up and break down structures, tables, etc., and be able to utilize dolly cart and other equipment to assist in moving heavy objects. The ability to understand and accurately follow written and verbal instructions is required.