The Duckhorn Portfolio is North America’s premier luxury wine company. We were established in 1976 by Dan and Margaret Duckhorn. Today, our portfolio features some of North America’s most revered wineries, including Decoy, Sonoma-Cutrer, Paraduxx, Goldeneye, Migration, Canvasback, Calera, Kosta Browne, Greenwing and Postmark.

The Director of Client Services oversees the inbound and outbound Client Services teams for the Company’s DTC department. The individual in this position must be an outstanding leader and coach and possess the ability to multi-task under high pressure. This role will work closely on a day-to-day basis with key Sales and Customer Service team members to ensure that the service the company is providing is outstanding and consistent. As the Client Services team is the key support group for all DTC sales efforts, this individual must have the ability to strategize and commit to action with peers at the Director level, occasionally cross-departmentally.

What we will ask you to do:
Inbound Client Services Leadership (40%)
•  Oversees the day-to-day direction of the Inbound Customer Service team, providing guidance, coaching, and inspiration towards successful case management.
•  Works closely with the Director of Membership on outgoing club communications, timing, and cadence to ensure proper coverage.
•  Acts as key liaison between TDP Client Services and other DTC departments to ensure consistency of messaging and adequate support is provided during peak sales cycles.
Outbound Client Services Leadership (40%)
•  Provides leadership, training, and standards for the Members Services team.
•  Collaborates with Winemaking, Marketing, and Hospitality to ensure the Member Services team has the knowledge and training needed to succeed.
•  Develops anticipated FAQ documentation and builds upon existing messaging for the team year-round to streamline member responses.
Fulfillment and Operations (10%)
•  Ensures complete compliance with direct shipping laws.
Cross Functionality (10%)
•  Works directly with Hospitality teams, Club teams, and other DTC departments to educate and implement successful practices across The Duckhorn Portfolio.

What you will need:
•  Bachelor’s degree in Marketing or related business discipline.
•  3 years’ experience at premium wine company with a focus on direct-to-consumer sales.
•  Experience leading a highly functioning team.
•  Sound fiscal management skills coupled with strategic planning competencies.
•  Exceptional oral and written interpersonal communication skills.
•  Ability to function independently and make empowered decisions that positively affect the member’s experience.
•  Excellent problem solving and troubleshooting skills.
•  Valid Driver's License and insurable MVR.

What we will provide:
•  Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance.
•  Paid time off and 11 paid holidays.
•  401(k) plan where we invest 10% of your wages every year for your retirement at no cost to you, subject to management discretion.
•  A diverse team of coworkers that care about each other in a?fun, exciting work environment.
•  A company that promotes from within, provides great training and a generous tuition reimbursement program.