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Assistant Manager, Wine Club & Loyalty

Crimson Wine Group

Hybrid > Napa, CA

Job Description:

Position Summary
This position will manage and execute centralized club operations, member care, and project management responsibilities in support of wine club and loyalty programming for the CWG portfolio of brands. Will work closely with both centralized and estate stakeholders on a cross-functional centralized wine club team that strives to set the benchmark for exemplary wine club experience and member retention. Key responsibilities include managing Wine Club and VIP Specialists, guiding their activities to ensure smooth operations and exceptional member services, while promoting a positive and efficient work environment and enhancing team performance and development. A significant aspect of this position requires ownership of club package build, club billing process, club member customer care during club batches, club shipment logistics and inventory management, maintaining club database hygiene and assist Senior Wine Club and Loyalty Manager in monthly reporting, and budgeting.
Remote role with periodic on-site meetings and events.

Essential Duties & Responsibilities
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodations or other reasons.

Wine Club Management and Administration
•  Lead, guide, and inspire team to create a productive, efficient, and positive workplace.
•  Oversee Wine Club and VIP Specialists, encompassing training, scheduling, daily operations, performance evaluation, recognition and development.
•  Create and execute all club communications, including Red Chirp initiatives.
•  Ownership of batch processing including creating, collecting payment for all club orders, and releasing orders to fulfillment.
•  Manage membership and mailing list database by collaborating with Estate based club teammates for accurate and timely data entry
•  Support Wine Club and Loyalty Manager in creation of annual club calendar of shipments, and monthly wine club sales reports
•  Collaborate closely with the Senior Manager to achieve Wine Club Revenue targets through effective management of wine club billing cycles
•  Train and educate Guest Service and Hospitality teams in wine club, including benefits, shipment details, etc.

Inventory & Logistics
•  Manage SKU setup and inventory movement for all club releases.
•  Oversee inventory protocols, including handling backorders, failed compliance, reroutes, and returned shipments.
•  Coordinate shipping fulfillment, compliance, and related customer service to support wine club members.
•  Monitor wine club inventories and allocations to ensure accuracy and availability.

Member Customer Service
•  Assist team with customer service & execution of wine club seasons including customization, shipment notifications & will-call activities.
•  Support the Member Experience Leads outreach efforts to resolve declined credit cards
•  Graciously and promptly respond to customer inquiries and act as primary contact for service resolution.
•  Support ins processing re-routes, re-shipments and other logistical needs.

End of Month Reporting and Budget Forecasting:
•  Assist in preparing end-of-month reports, analyzing key performance metrics, and identifying trends and opportunities for improvement.
•  Supports customer list segment list building for targeted efforts of retention, upsell & other tailored programming,
•  Collaborate with the Senior Wine Club & Loyalty Manager to develop budget forecasts, track expenses, and contribute to strategic planning.

Qualifications
•  Bachelor’s degree (B.A.), the equivalent of three years related experience, or the equivalent combination of education and experience.
•  5+ years’ experience in wine club and/or customer service positions.
•  Knowledge of wine and DTC (Direct to Consumer) sales practices.
•  Working knowledge of wine club management systems and ecommerce platforms (Wine Direct, formerly Vin65, preferred).
•  Familiarity with compliance guidelines and the Ship Compliance portal preferred.
•  Excellent customer service and interpersonal skills
•  Proficient in training and cultivating a team of highly driven and motivated staff members
•  Excellent written and oral communication skills.

All applicants will receive consideration for employment without regard to all federally and state protected classes. If you require assistance to participate in the application process, please contact us at HR@Crimsonwinegroup.com. The projected (base) pay range for this position is $69,000 per year in addition to annual bonus potential. This is the projected compensation for the position however the actual compensation offered may vary based on job-related factors such as (but not limited to) candidate qualifications, related experience and education, candidate work location and market data. Crimson Wine Group reserves the right to modify the pay range/rate at any time in the future.

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Additional Information:

Job Posted:
Tuesday, May 21st
Type of Work:
Full Time
Job Level:
Mid-Level
Compensation:
$69,OOO.OO annual bonus