Chappellet was founded by Donn and Molly Chappellet in 1967 and is today run by the second generation of the Chappellet family. Chappellet is recognized as one of the great Napa Valley wineries, and one of the few which remains family owned and operated. Working at Chappellet is more than an ordinary job, it’s joining a family. From working directly with members of the Chappellet family, to employees who have worked for the winery for over 50 years to the teams we build with trust loyalty, respect, and integrity, working at Chappellet is like no other job.

We offer competitive pay, incentives, company paid benefits, wine discounts, tuition reimbursement, 401k with matching contributions, and opportunities for growth.

We are driven and guided by our ERICCH core values of:
-Excellence
-Respect
-Integrity
-Communication
-Creativity
-Harmony

To be considered for an opportunity to join our family please follow the instructions to apply for this position. Whether you join our team or not, we wish you much success in your career.

Job Summary:
Provides proactive leadership in all aspects of Client Services: Leads a team that passionately promotes the Chappellet brand and creates a memorable guest experience for every customer by effectively overseeing and implementing all facets of the Client Services team to ensure positive membership relationships and retention.

Direct reports include the Wine Club Manager, Tasting Room Manager, Events Manager, Outbound Sales, and Private Client Services Managers.
Essential Functions:
The following reflects management’s definition of essential functions for this job but does not limit the tasks that may be assigned. Management may assign or reassign duties and responsibilities at any time due to reasonable accommodation or other reasons.

Key Success Indicators –
•  Clients have a strong emotional bond with the Chappellet brand and the staff.
•  Clients transfer their appreciation for Chappellet to other wine lovers.
•  Achieve revenue and profitability goals.
•  Increased guest satisfaction.
•  Increased client retention and overall retention rates that lead the industry average.
•  Increased client acquisition rates with a focus on expanding membership of the club and allocations.
•  High staff morale and retention. The team understands, embraces, and demonstrates ERICCH values.

Key Initiatives –
•  Design, staff, and supervise an organization capable of delivering the goals for the onsite client journey, including events both on and offsite.
•  Develop a client-centric culture and workflow.
•  Deliver exceptional, personalized experiences for our guests.
•  Implement a “1 Client:1 Brand Ambassador” relationship program that includes training, coaching, goal-setting, rewards, and evaluation.
•  Implement unique experiences for PH Allocation members and other top clients.
•  Implement new club structures, wine selections for clubs/tasting room, and loyalty programs.
•  Build referral programs.
•  Contribute to the strategy and planning of customer relationship management initiatives.

Keys to Success –
•  Strong communication skills.
•  Team leadership.
•  Ability to build strong rapport with clients.
•  Sound management capability and skill in delegation, including forecasting to inform winemaking planning.
•  Collaboration and consensus building with reports, peers, and senior staff.
•  Aptitude for development and management of budgets.
•  Consistent development and implementation of SOPs.
•  Conflict resolution.
•  Strong administrative abilities – time management, reporting, managing calendars, etc.
•  Schedule and execute monthly one-to-one sessions with direct reports and key team members.
•  Clear performance communication and feedback.
•  Perform the duties of Brand Ambassador for a limited number of clients.
•  Regular evaluation and enhancement of processes and programs.
•  Self-evaluate on a regular schedule, utilizing both qualitative and quantitative measures.
•  Proficiency in tools utilized by the DTC team and managers.

Qualifications:
•  Education: Bachelor’s Degree preferred; CMS or WSET certifications considered a plus.
•  Experience: Over five years of supervisory experience required in the wine, beverage, or hospitality industry. Knowledge of wine and wine production is a plus.
•  Experience in the execution and / or oversight of membership, tasting room, events, and direct client sales; experience preferred coordinating marketing support and activities.
•  Proven ability to be an effective, innovative and enthusiastic leader dedicated to success.
•  Strong management capabilities
•  Excellent written and verbal communication skills
•  Effective conflict resolution skills and proactive in addressing problems for positive results.
•  Excellent organization and time management skills.
•  Strong analytical and problem-solving skills.
•  Aptitude for budget development and management
•  Excellent attention to detail and ability to follow through with projects.
•  Outstanding customer service skills.
•  Process oriented with focus on continuous improvement
•  Strong interpersonal skills, proven ability to communicate effectively and work well with other employees.
•  Work independently without supervision, as well as part of large groups and teams.
•  Strong Computer skills (DTC systems, Microsoft Word and Excel).
•  Available to work varied hours, nights, weekends and holidays.
•  Ability to lift 50 pounds and stand for extended periods of time.