Client Engagement Specialist

LVMH Group; St. Helena (CA); On-site; USD 41,000 - 45,000; Full time

Benefits offered by this job

Sales incentives

Discretionary bonus eligibility

Job summary

Joseph Phelps Vineyards seeks a Client Engagement Specialist to cultivate meaningful, long-term relationships with clients and members while supporting direct-to-consumer sales through thoughtful, personalized engagement. The role serves as a primary contact, delivering exceptional service that reflects the luxury wine experience.

You will proactively connect with clients via phone, email, SMS and other channels to recommend wines and experiences, build loyalty, and drive sales while maintaining

Qualifications

• Minimum of two years of telephone sales, clienteling, luxury hospitality, or premium wine industry experience preferred.
• Exceptional sales and interpersonal communication skills, with the ability to connect authentically and professionally by phone, in writing, and in person.
• Warm, engaging presence with a positive, service-oriented attitude.
• Demonstrated ability to build long-term client relationships through personalized outreach, attentive follow-up, and thoughtful service.

Responsibilities

• Outreach: Proactively generate revenue through relationship-based client outreach while achieving sales goals.
• Deliver gracious, highly personalized service to new, current, and previous clients.
• Recommend wines with care and expertise based on individual client preferences, purchase history, collecting interests, and prior engagement.
• Participate in outreach sales team meetings.
• Database management: Enter sales orders into Commerce7, ensuring orders are complete and accurate.
• Maintain an up-to-date consumer database, including credit card information and billing/shipping addresses.
• Set follow-up tasks and note customers’ preferences, purchasing habits, and other sales opportunities.
• Wine shipments, delivery, and inventory: Coordinate with Phelps Preferred Team for shipping information and order issues.
• Monitor progress of orders through the fulfillment portal.
• Manage returned orders promptly and accurately through resolution.
• Guest communication: Respond promptly to calls, texts, and emails regarding direct sales orders.
• Investigate and follow up on customer order concerns.
• Maintain knowledge of the Phelps Vineyards story and wines to provide customized recommendations.
• Communicate with warmth, discretion, and polish in line with the brand voice.
• Provide wine pairing, serving, and storage guidance.
• Deliver elevated, luxury-level service across client interactions.
• Represent the brand as a polished ambassador.
• Support membership coordination and client inquiries under the Membership Manager.
• Educate customers on Phelps Preferred opportunities and benefits.
• Provide administrative assistance when needed.

Skills

Telephone sales

Clienteling

Luxury hospitality

Premium wine knowledge

Excellent communication

CRM proficiency

Detail-oriented

Tools

Commerce7

RedChirp

Microsoft Word

Microsoft Excel

Outlook

Teams

Job description

Joseph Phelps Vineyards, one of Napa Valley's most acclaimed and iconic wineries, is seeking a Client Engagement Specialist to cultivate meaningful, long-term relationships with our clients and members while supporting direct-to-consumer sales through thoughtful, personalized engagement.

As a trusted ambassador of the Joseph Phelps brand, this role serves as a primary point of contact for our valued clients, delivering exceptional service that reflects the sophistication, warmth, and attention to detail synonymous with a luxury wine experience. The Client Engagement Specialist proactively connects with clients through phone, email, SMS, and other approved communication channels to understand individual preferences, anticipate needs, recommend wines and experiences, and create memorable interactions that foster loyalty and lifelong relationships.

This is an exciting opportunity for a relationship-driven professional who is passionate about hospitality, client engagement, and delivering elevated experiences that inspire lasting connections with the Joseph Phelps Vineyards brand.

Job responsibilities

DUTIES AND 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 accommodation or other reasons.

OUTREACH:

• Proactively generate revenue through thoughtful, relationship-based client outreach while achieving sales goals established by the Manager.
• Deliver gracious, highly personalized service to new, current, and previous clients.
• Recommend wines with care and expertise based on individual client preferences, purchase history, collecting interests, and prior engagement.
• Participate in outreach sales team meetings.

DATABASE MANAGEMENT:

• Enter sales orders into Commerce7, ensuring orders are complete and accurate.
• Maintain an up-to-date consumer database, including credit card information and billing and shipping addresses.
• Set follow-up tasks and make notes of customers’ preferences, purchasing habits, and other sales opportunities.

WINE SHIPMENTS, DELIVERY, AND INVENTORY:

• Work together with our Phelps Preferred Team to assist customers with shipping information, package tracking, and other order issues as they arise.
• Monitor progress of orders through the fulfillment portal.
• Manage returned orders promptly and accurately through resolution.

GUEST COMMUNICATION:

• Respond in a timely manner to all calls, texts, and emails regarding direct sales orders.
• Promptly investigate and follow up on any customer order concerns.
• Maintain knowledge of the Joseph Phelps Vineyards story and available wines to provide customized recommendations based on customers’ preferences.
• Communicate with warmth, discretion, and polish in a manner consistent with the Joseph Phelps Vineyards brand voice and luxury positioning.
• Provide recommendations on food pairings, when to drink, how to store, and how to serve wine.
• Deliver elevated, luxury-level service across all client-facing interactions, ensuring every touchpoint feels thoughtful, polished, and aligned with the Joseph Phelps experience.
• Represent Joseph Phelps Vineyards as a polished and professional brand ambassador in every interaction.
• Support membership coordination and client inquiries under the direction of the Membership Manager.
• Educate customers on Phelps Preferred opportunities and benefits.
• Provide administrative assistance when needed.

Profile

QUALIFICATIONS:

• Minimum of two years of telephone sales, clienteling, luxury hospitality, or premium wine industry experience preferred.
• Exceptional sales and interpersonal communication skills, with the ability to connect authentically and professionally by phone, in writing, and in person.
• Warm, engaging presence with a positive, service-oriented attitude.
• Demonstrated ability to build long-term client relationships through personalized outreach, attentive follow-up, and thoughtful service.
• Highly detail-oriented, organized, and efficient.
• Experience using CRM and other computer-based project management tools.
• Proficient in Microsoft Word, Excel, Teams, and Outlook; experience with Commerce7 and RedChirp is a plus.
• Self-motivated, accountable, and collaborative, with the ability to achieve individual and team goals.

PHYSICAL/MENTAL REQUIREMENTS:

• Ability to work at a desk and use a computer for extended periods throughout the workday.
• Flexibility to work onsite at the winery for events and business needs as required.

OTHER DUTIES:

• Performs other duties as assigned by manager.

Hourly range: $30–$33 per hour, depending on experience, plus sales incentives and eligibility for a discretionary performance bonus.

Joseph Phelps Vineyards is an Equal Opportunity Employer.

Professional Development Opportunities

At Joseph Phelps Vineyards, we are committed to developing talent and supporting internal career growth. This role offers opportunities to expand expertise in luxury hospitality, direct-to-consumer sales, client engagement, wine education, and relationship management. Team members gain exposure to cross-functional collaboration, mentorship, ongoing coaching, and professional development opportunities that can support future career advancement within Hospitality, Membership, Marketing, Direct-to-Consumer Sales, and leadership roles.

Recruitment process

Recruitment Process

Our recruitment process is designed to identify individuals who embody the Joseph Phelps Vineyards commitment to excellence, hospitality, and client service.

• Application Review
• Initial Phone Interview with Human Resources
• Behavioral & Client Engagement Assessment
• Practical Business Exercise
• Cross-Functional Team Interview
• Final Leadership Interview
• Reference & Background Verification
• Offer & Onboarding

Throughout the process, candidates are evaluated on client relationship-building, communication skills, sales aptitude, luxury hospitality mindset, collaboration, professionalism, and alignment with the Joseph Phelps Vineyards culture and values.