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DTC Operations Manager

Wente Family Estates

Livermore, CA

Job Description:

Position Summary:

The DTC Operations Manager has primary responsibility for managing DTC business unit operations, which includes but is not limited to, wine club membership strategy and operations, Concierge team management, supporting on property experiences, guest engagement, and POS database ownership for the DTC business. Operational functions of this role will focus on managing and executing wine club release planning and processing, wine club P&L management, collaboration with operations on fulfillment strategy for Wente Vineyards and Murrieta’s Well DTC offerings, and being a POS customer database expert in Commerce 7.  This individual will ensure customer expectations are met through concierge team leadership, which includes phone line management, reservations requests, inbound/outbound sales, and customer support. This is a critical role and partner to the DTC Executive leader.

Essential Duties: 

Wine Club & Tasting Room Operations Management

Accountable for wine club annual membership, revenue and profit goals. Own the execution of the wine club membership strategy to reduce attrition, meet membership goals, increase member loyalty and support wine club initiatives.
Understand P&L drivers and manage operational expenses. Forecast volumes and wines needed to support club business.
Drive day-to- day wine club management activities for Wente Vineyards and Murrieta’s Well. This includes planning, preparing and executing the quarterly wine club releases and shipments. Ensure customer information is current and proactively manage contact information to ensure expired/decline rates are at minimal levels. 
Responsible for order processing in our POS system (Commerce 7), UPS, logistics compliance and fulfillment. Manage special delivery requests and troubleshoot rejected orders to rectify all issues including quarantined orders, preventing deliverability from process to confirmed delivery.
Maintain a positive relationship with winery staff and provide necessary communication of wine club activities across DTC channels for knowledge sharing and increased sign-ups.
Nurture relationships with key VIP customers. Leverage concierge team to provide personalized experience and communications via email, phone, and on-property experiences to achieve monthly revenue targets.
Assist at club release events and other Wente events to support tasting room teams and engage club members.
Partner with DTC leader to support wine sales strategies in the tasting rooms to both grow revenue across tasting rooms but also to convert new club members.
Performs other duties assigned.

Guest Experience

Build and lead a high performing concierge team ensuring customer satisfaction is met with rigorous focus.
Support Concierge team to be a proactive customer-first team, leveraging reports in Wine Pulse and Commerce 7 to better retain customers - i.e., utilizing club member engagement reports to reconnect with lapsed members, on hold members, etc.
Partner with brand managers, ecommerce team, tasting room teams to ensure concierge team has the most current information on guest experiences and sales opportunities.
Own company reservation systems and related platforms; ensure reservations and communications are maintained, experiences are correct and platform is properly working. Leverage system to garner customer feedback and loyalty.
Responsible for Wholesale VIP experience- collaborating with sales and wholesale concierge lead on strategic experiences for strategic customer types, leading personally the visits & experiences or scheduling appropriate hosts, working with family and ensuring no detail slips through the cracks.
Cottage oversight – via wholesale concierge lead, manage cottage requests, cottage guest communications, maintenance needs, cleaning and improvement opportunities.
Loyalty leader; partner with DTC Executive leader on loyalty program development (as needed), leverage loyalty strategies with wine club members and non-members to deliver revenue and profit goals.

Training & Development

Responsible for ongoing training and development of Concierge team members
Create departmental standard operating procedures/tool kit and provide ongoing team training and development opportunities.
Assist with the training of tasting room staff be able to communicate club offering and experiences to members and potential members.

Qualifications:

Minimum 4 years direct-to-consumer marketing/sales; wine club experience required
Program and project management skills, including the ability to work effectively in a fast paced, deadline driven environment.
Outstanding written and verbal communication skills, including formal presentations and one-on-one communication, and has ability to engage guests and tell the brand story. High degree of customer service orientation; customer and sales centricity is key
Passion and excellence with attention to detail and customer service
Excitement and interest in the wine industry
Professional demeanor with a positive, enthusiastic and proactive “get in there” attitude
Ability to use application software, including Commerce 7 (or other similar POS), Wordpress, PowerBi, WinePulse, and Microsoft suite (Word, Excel, PowerPoint, etc.)
College degree preferred or applicable experience
Be an ambassador for the brand

 Working Conditions:

Winery office environment and tasting room selling floor (as needed)
Available to work weekdays, weekends, evenings as required for special events.

Physical Demands/Qualifications:

Must be able to lift the equivalent of one case of wine / promotional materials.
Ability to sit or stand for potentially long periods of time throughout the workday.

Sustainability Values statement:

Supports economic sustainability by providing exceptional wine country experiences to our guests.  Also supports economic sustainability by conserving materials and supplies and using these in the most efficient way

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Additional Information:

Job Posted:
Wednesday, July 10th
Type of Work:
Full Time
Job Level:
Mid-Level
Compensation:
$9O,88O.OO ‍−‌ $136,32O.OO