Position Overview
Oversee a world-class membership program with benefits and offerings that yield higher retention and acquisition than industry averages. Train and motivate wine club and hospitality team members to speak fluently about membership programs and benefits. Work with leadership to redesign the club structure to meet changing business needs, create the club release schedule, and forecast membership and sales for the budgeting process. Develop sales strategies to achieve or exceed sales goals for wine club and phone sales within budgeted expenses. Analyze and develop reporting on sales and membership performance and KPIs. Oversee the logistics and fulfillment processes and provide excellent customer service.
Reporting
This position reports to the VP Marketing & DTC Sales
Direct Reports
Wine Club Associates, Shipping Coordinator
Professional Responsibilities
o Develop and update the club release calendar to maximize club revenue while staying within price ranges and minimizing attrition.
o Maintain and update club membership forecasts every month.
o Ensure member benefits meet or exceed those of the competitive set.
o Partner with the hospitality team leadership to cultivate and optimize member experiences.
o Work with marketing to create and approve member communications.
o Evaluate vendors and technology options, make recommendations, and keep systems up to date for best user experience and back-end functionality.
o Build out the club releases in the POS system. Run final checks on all club run settings before launch dates. Process club batches.
o Train wine club, shipping, and hospitality teams on proper order entry, customer contact information, and notes.
o Help develop and maintain a consumer database that, at every point of contact with consumers, is always up to date, accurate, and holds all relevant information including electronic communication details.
o Evolve the pick-up process to minimize delinquency and back-vintage SKU needs.
o Work with Compliance to ensure orders are compliant and taxes are paid correctly.
o Proactively connect with new members and build relationships with existing members.
o Attend (work) on-site consumer events to greet members and sell new memberships.
o Provide monthly reports to VP Marketing & DTC Sales on membership KPIs.
o Review club performance and benefits by tier.
Shipping and Logistics
o Maintain relationships with fulfillment houses and carriers, ensuring timely movement of products, swift resolution of issues, and competitive pricing.
o Procure and inventory packaging materials for in-house shipments, and work with marketing for branded packaging needs.
o Attend inventory committee meetings, present ideas to deplete library and large format inventory, and manage inventory needs .
o Train shipping employees on SKUs, packaging, and shipping room organization.
Customer Service
o Offer service recovery solutions and empower your team to minimize attrition, increase sales, and improve customer satisfaction.
o Train team to appropriately answer customer inquiries, explain tasting experiences, make reservations, and process orders. The team should be well-versed in all aspects of the business, including additional entities.
Phone Sales & Private Client/Corporate Orders
o Outsource or hire and train phone sales associates.
o In coordination with Marketing, develop and implement effective targeted campaigns that drive sales to meet and exceed budgeted goals.
o Learn and abide by individual state laws regarding telesales.
o Create reporting to track phone sales KPIs.
o Take inbound phone orders and assist with corporate orders and special clients that need high-touch service.
Must be able to lift a case of wine (45-50lbs)
Preferred Candidate will exhibit:
Proficiency in:
The winery, and all associated entities are committed to diversity and inclusion. All visitors, vendors, customers, and employees will be treated equally, respectfully, and with a warm welcome of gracious hospitality, regardless of race, color, religion, sexual orientation, gender identity, national origin, age, or ability.
Job Type: Full-time
Pay: $75,000.00 - $85,000.00 per year
Benefits:
Schedule:
Education:
Ability to Commute:
Work Location: In person
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