Job Description

Position Summary

We are looking to bring aboard an Associate Wine Club Manager, reporting to the Wine Club Manager on the Direct-to-Consumer (DTC) Consumer Loyalty team. This role will support the Aspira portfolio of Brands at Constellation Wines - including Booker, My Favorite Neighbor, and Harvey and Harriet.

You will deliver best-in-class concierge service to the wineries' current wine club members and high value clients and help to bring in new wine club members. You will ensure that our members and high value clients feel like they are part of our community and becomes lifelong brand evangelists. You will be working with current and prospective members to ensure all questions are answered and that value is provided to them on all communication channels (email, chat, phone, and in-person). Even when the questions are simple and easily referred to our client care or hospitality teams, you will see to it that these members and clients have their issue or request fully resolved. You will see every interaction with our clients as an opportunity to bring them deeper into our brands and allow them to try additional products and experiences. You will instinctively find opportunities for customers to gift, plan events, and otherwise invite their personal and corporate networks into the winery. You will be on the front lines of all communication channels, from our digital customer service platforms and phone lines to the brand social media channels. You will foster this community and ensure our clients receive the best service possible.

Responsibilities
* Work to build consumer loyalty and wine club membership through proactive engagement
* Willing to work weekends
* Willing to occasionally travel for wine club specific events
* Utilize consumer data to strategize and create value added initiatives with DTC team.
* Partner with Client Care team to answer any escalated client questions needing deeper attention and time.
* Work on the floor of the Tasting Room to build relationships with prospective and current wine club members.
* Hosting Wine Club Virtual and In Person tastings as required by the business.
* Be the main contact for high-value clients working to grow relationship with winery and inform clients of other brands in portfolio that may be of interest.
* Inform clients, when applicable, about corporate gifting programs, corporate event opportunities, and additional winery benefits and offerings.
* Partner with the DTC and Brand Marketing teams, to strategize the consumer journey to inform everything from client care website info to a highly customized and high-end unboxing experiences.
* Own follow up for all members and high value client service communication across owned channels, including website client service platforms, email, and phone.
* Provide "surprise & delight" experiences for our client base, from hand-written highly personalized thank you notes, to special bottle offerings, to greeting members at the door and walking them to their favorite table.
* Identify tasteful, gracious, value-added upsell opportunities at a 1-to-1 consumer level, supporting the DTC Marketing & Operations teams top-line growth focused objectives.
* Collaborate and correspond closely with all other DTC team functions, to share bottom-up customer feedback that helps refine and inform the entire DTC experience.
* Partner with the DTC Marketing & Operations teams to ensure that Client Experience oriented KPIs, such as NPS, are maintained and exceeded.
* Mitigate and respond to all client service feedback, taking what could be a negative sentiment, and using it as an opportunity to instead convert a lifelong client.
* Cross-functionally support the DTC Marketing team on Creative campaigns and digital events that tell the story that our Fine Wine portfolio.
* Manage and book inquiries for Guest House.
* Coordinate participating auction lots.
* Opportunities to oversee business social media platforms

Preferred Qualifications
* 2 years of relevant experience in customer service and/or luxury/fine wine & spirits

* Proven ability to work cross-functionally within large teams to ensure projects are accomplished on time

* Paso Robles based

* Educated in fine wine & production. WSET, CMS, or CWS certifications are a big plus.
* Proficiency in client care-oriented channels, including email, chat, and phone.

Location
Booker Winery

Additional Locations

Job Type
Full time

Job Area
Marketing

The salary range for this role is:
$66,500.00 - $97,700.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Equal Opportunity

Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national orig