JOB SUMMARY
The Membership Manager is responsible for managing, maintaining, and growing the Zaca Mesa and Tread club membership through customer engagement and promotion. This person must communicate professionally and courteously, ensuring accuracy and alignment with the mission of Zaca Mesa Winery & Vineyards.

MAJOR AREAS OF RESPONSIBILITY

•  Communicate Zaca Mesa’s history and company culture to the customer in a knowledgeable, professional, and courteous manner that aligns with our brand messaging.
•  Drive annual financial planning, forecasting, and budgeting for club sales. Develop pricing strategies and accurately track and report monthly sales results to the management team.
•  Collaborate with the Hospitality Manager to train the hospitality staff on best practices for promoting wine club memberships.
•  Initiate and execute scheduled club shipments in V360 and Wine Direct. Manage and maintain the club database and ensure ShipCompliant has current state label registrations.
•  Manage inventory levels at all fulfillment locations, to ensure sufficient quantities of case goods exist for scheduled club runs and daily e-commerce orders.
•  Coordinate with the Direct-to-Consumer Manager and Marketing Manager to produce collateral for club shipments, event promotions and develop messaging for phone and email outreach campaigns.
•  Participate in customer outreach campaigns designed to develop and foster relationships with customers; grow the wine club and reduce club member attrition rate and increase sales. Personally, meet and greet club members who come in for tastings and club events.
•  Answer incoming phone calls and respond to customer emails to assist with order processing, shipping, tracking, reservations, event ticket sales, general inquiries, and complaints. Draft compelling and compassionate emails to resolve issues expeditiously and create an opportunity to build customer loyalty through exceptional customer service. Address complaints empathetically, in a “customer-centric manner.”
•  Maintain knowledge of the market, competitors, direct-to-consumer and club membership best practices. Follow all Federal and State regulations and company policies and procedures.
•  Assist Hospitality Manager, Marketing Manager and DTC Manager to develop annual events designed for customer/club member engagement and profitability.
•  Research, troubleshoot, and communicate customer complaints regarding e-commerce functionality to the Direct-to-Consumer Manager for resolution.
•  Process, pack, and ship wine and merchandise orders for in-house fulfillment. Monitor shipping progress through delivery.
•  Keep the shipping area clean, organized, and fully stocked with supplies
•  Other duties, as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
•  Entrepreneurial and creative spirit with an appreciation and understanding for a small business environment.
•  Maintains comprehensive wine business knowledge, with an appreciation for wine, including wine regions, varietals, winemaking, viticulture, food pairings techniques, and service.
•  Possesses and demonstrates excellent verbal and written communication skills with experience and ability to write professionally and speak in front of people. Employs proper English usage, grammar, spelling, punctuation, and vocabulary.
•  Take accountability to investigate the causes of any customer issues, whether they are internal or external, and drive a favorable resolution on behalf of the customer.
•  Interpersonal awareness, relationship management, and influencing skills.
•  Must have strong ability to follow through on projects with minimal supervision and exceptional attention to detail.
•  Adaptive to change and able to assist varying personality types while demonstrating a high level of customer service skills.
•  Elevated proficiency with Microsoft Office, Point of Sale, database applications, V360—winery Customer Relationship Management (CRM) software programs, UPS WorldShip, and Sovos ShipCompliant.
•  Must be available to work alternative hours including evenings and weekends.
•  Must possess a valid driver’s license, a dependable vehicle and proof of insurance with acceptable driving record.
•  Must be 21 years or older.
EDUCATION AND EXPERIENCE
•  Minimum of 5 years related retail or wine hospitality management and sales experience.
•  BA or BS in Marketing or Business or equivalent combination of education and experience.
•  Responsible Beverage Service (RBS) certification is required.

PHYSICAL DEMANDS & WORK ENVIRONMENT
This job’s physical and environmental demands are representative of those typically encountered while performing essential duties. Reasonable accommodations may be made for individuals with disabilities.
Physical Demands:
•  Frequently required to stand and walk for long periods of time.
•  Ability to lift and carry up to 50 pounds.
Work Environment:
•  Work is conducted in both indoor and outdoor winery environments.
•  Occasional exposure to winery production areas where equipment noise, chemicals, and outdoor elements may be present
•  May require travel between properties or offsite functions.