An industry leader, The Wine Group is one of the world’s foremost producers of award-winning wines across more than 60 wine brands and many winery facilities in California, New York, and Australia. Headquartered in Livermore, California, TWG is an industry innovator when it comes to developing, marketing, and selling wine brands beloved by consumers around the world, including Cupcake, Franzia, Benziger, Imagery, Tribute, 7 Deadly, Cooper & Thief, The Dreaming Tree, Charles Smith Wines, and more. The Wine Group believes in producing wine using sustainable and earth-friendly practices to foster healthy land and agriculture for generations to come. The company demonstrates environmental stewardship through its commitment to clean energy and by ensuring that all its owned vineyards are certified sustainable or biodynamic. To learn more, please visit: www.thewinegroup.com.
JOB SUMMARY
Under the direction of the Senior Manager, Direct Sales and Logistics, the Wine Club Manager is responsible for managing and growing the Benziger and Imagery Wine Club programs. This dynamic role will play an instrumental part in achieving targeted sales and membership growth, while ensuring high levels of member satisfaction and retention. The Wine Club Manager will collaborate closely with the Direct Sales, Hospitality and Special Events, Tasting Rooms, and DTC Marketing teams to align on strategies that drive Wine Club success. Additionally, this role will help ensure that customer services operations are running smoothly, resulting in seamless interactions and prompt resolutions for all member inquiries and concerns.
ESSENTIAL FUNCTIONS
Oversee and grow the Benziger and Imagery Wine Club programs, focusing on membership acquisition, retention, and satisfaction.
Monitor and report on Wine Club performance metrics, such as churn rate, growth rate, and engagement levels, to continuously improve the program and meet sales targets.
Oversee all aspects of seasonal Wine Club preparations and logistics, including forecasting, order creation and processing, fulfillment, will-call order management, customization, sales management, and managing declined orders.
Manage club communication through email, phone, and SMS, including advance notice communications, will call reminders, decline notifications, birthday and anniversary greetings, benefit reminders, and cancellation surveys.
Plan and execute both in-person and virtual Wine Club events and trainings, ensuring a high level of member engagement, brand representation, and operational success.
Regularly assist in the Wine Club rooms at both wineries; minimum of two weekend days per month with an increased presence during peak season in spring and fall (April and October).
Occasionally host VIP Wine Club members to provide personalized experiences and strengthen member relationships.
Seasonally assist the Customer Service team with communication efforts via email, phone, and SMS to ensure prompt, accurate, and effective responses to Wine Club members and customers.
Collaborate with Hospitality and Special Events, Tasting Room, and DTC Marketing teams to implement strategies that drive Wine Club membership growth and enhance member engagement.
Coordinate onboarding and training for all DTC team members, focusing on Wine Club sales tips, procedures, and standard operating procedures (SOPs).
Collaborate with the eCommerce Manager to update and revise Wine Club pages to keep the webpages up to date an accurate while also developing effective online club acquisition strategies.
Adhere to budgetary constraints while planning and executing Wine Club initiatives and events.
Oversee and regularly review the Wine Club spaces at both properties to ensure they are well-maintained, providing a VIP experience that meets the expectations of Wine Club members.
Stay informed of industry trends and competitor offerings to maintain a competitive edge for the Wine Club and customer service standards.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.
QUALIFICATIONS
Must be 21 years of age or older.
Bachelor’s degree in business, hospitality, or wine preferred or equivalent experience.
Minimum of 3 years’ experience in wine club management; additional experience in - customer service, hospitality, or sales a plus.
Excellent communication and interpersonal skills with a passion for delivering exceptional customer experiences.
Knowledge of eCellar, ShipCompliant, RedChirp and Wineshipping a plus.
Ability to manage multiple projects in a fast-paced environment, with a strong attention to detail and meeting deadlines.
Strong leadership, organizational, and project management skills.
Service driven, superior customer service skills and friendly, positive, and professional disposition when dealing with guests, vendors, and team members.
Ability to work independently with minimal direct supervision.
Must be available to work weekends, special events and holidays.
Discretion with confidential information.
PHYSICAL DEMANDS
Position operates in professional office and Tasting Room environments.
Working environment has exposure to both indoors and outdoors.
Ability to perform tasks requiring bending, stooping, standing, and twisting in the performance of various tasks.
Occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
Must be able to occasionally lift and carry weights of up to 50 pounds at varying frequencies.
Ability to sit for long periods of time.
COMPENSATION
Hiring Salary Range Posted: $70,300 - $105,500.
Actual compensation will be based on factors such as experience; skills, knowledge, and abilities; education; and other position related factors.
At The Wine Group, we are proud to be an equal opportunity employer, and we are committed to an environment of mutual respect, diversity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or other characteristic protected by law.
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NOTICE TO THIRD PARTY AGENCIES
Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.
