Job Description

The Wine Club Manager is responsible for the strategic and operational management of the Wine Club, driving membership growth, retention, and revenue to support the Direct-to-Consumer (DTC) sales strategy. Key responsibilities include managing Wine Club sales, inventory, and product availability while assisting in product development to optimize the consumer experience.

This role oversees departmental operating budgets, coordinates wine transfers, tracks inventory, and ensures the seamless execution of shipment schedules, monthly promotions, and member events. The Wine Club Manager also collaborates with production, marketing, and public relations teams to develop and enhance consumer direct programs, evaluate their effectiveness, and identify opportunities for innovation.

Additional duties include coordinating advertising efforts, developing and refining wine education programs, and hosting for trade and off-site events. The position is also accountable for the success of special events, wine education programs, and member services. The Wine Club Manager ensures the DTC wine sales process is optimized, serving as a key driver of sales directly to consumers without the involvement of third-party retailers, distributors, or wholesalers.

Essential Duties & Responsibilities:

Membership Retention, Growth and Engagement

• Maintain and foster current wine club retention strategies for our loyal members
• Collaborate with DTC teams to develop and execute strategic wine club growth
• Provide exceptional service to wine club members, ensuring timely and thoughtful communication via email, phone, and in-person interactions
• Create and implement exclusive events, programs, and benefits to enhance loyalty and member satisfaction
• Act as the lead ambassador for all wine club activities and initiatives
• Build and maintain strong relationships with wine club members and key customers
• Leverage insights and feedback to tailor offerings and improve satisfaction.
• Proactively resolve inquiries and issues, fostering loyalty through outstanding service

Strategic Planning & Growth

• Plan logistics for wine club fulfillment, such as building totes or shippers in concert with the Shipping and Cellar departments
• Develop and execute communication to wine club members, including newsletters, emails, text and phone communication
• Keep the DTC team informed of all communication to wine club members for fluid communication to customers
• Report on performance metrics and prepare weekly updates for leadership
  
• Maintain and analyze Key Performance Indicators (KPIs) such as sign-ups, retention data, cancellations, and lifetime value of memberships to optimize club offerings inform marketing strategies
• Lead initiatives to grow the wine club and customer database, sharing best practices with the team

Operations & Fulfillment

• Manage logistics of executing wine club pick-ups, delivery and shipping
• Help with inventory and allocations management for wines to make sure what is needed, is where it needs to be to fulfill wine club
• Ensure compliance with direct shipping laws and state-specific regulations
• Maintain and update member records, ensuring accuracy and a streamlined experience.

Desired Qualifications

• Preferred Bachelors degree or equivalent experience (3+ years) in wine club management or DTC roles.
• Strong knowledge and passion for wine, with exemplary communication skills and a professional demeanor.
• Proficiency in Commerce7, Microsoft Office Suite (Word, Excel, PowerPoint), and Customer Relationship Management (CRM) tools; familiarity with DTC compliance and UPS WorldShip and Fed-Ex preferred.
• Analytical and problem-solving skills, with a keen eye for detail and the ability to make data-driven decisions.
• Experience managing teams.
• Ability to work weekends, holidays, and evenings as needed.
• Must have a valid drivers license and be able to lift 50 pounds, as well as stand or sit for extended periods and navigate stairs.

Benefits

• 401(k) matching
• Employee discount
• Health insurance
• Paid time off

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