Loyalty Concierge

cbrands; United States; On-site; USD 45,000 - 70,000; Full time

Job summary

Constellation Brands is seeking a Loyalty Concierge to serve as the primary relationship manager for our wine club members, delivering personalized, high-touch service, and coordinating with Hospitality, Events, Operations, Brand, and eCommerce teams to ensure memorable experiences.

You will manage member communications, resolve service issues, maintain records, and collaborate on club initiatives that strengthen loyalty and lifetime value.

Responsibilities

• Serve as primary point of contact for wine club members via phone, email, and in-person interactions.
• Develop relationships with members, VIPs, and key buyers to drive engagement.
• Communicate club releases, benefits, events, and updates professionally.
• Coordinate member experiences with Hospitality, Events, Brand, and Reservations teams.
• Support member-facing events, VIP visits, and community engagement activities.
• Maintain accurate member records in company systems.
• Resolve service issues with a proactive, solutions-oriented approach.

Job description

Job Description

Company Summary

We're the producers, creators and marketers of beer, wine and spirits brands that people love. At Constellation Brands, we're driven to push boundaries and think beyond today to deliver products and experiences that resonate now, tomorrow and well into the future. Because of this approach, we're the fastest-growing large CPG company in the U.S. at retail, with operations in the U.S., Mexico, New Zealand and Italy. Our premium portfolio of iconic brands like Corona Extra, Modelo Especial, Kim Crawford, Robert Mondavi, The Prisoner, High West Whiskey, and more drive industry-leading growth for us today. But we're just getting started. Our ability to stay on the forefront of consumer trends has fueled our success since our founding in 1945 and will guide us in creating the next generation of products and experiences Worth Reaching For.

Position Summary

The Loyalty Concierge serves as the primary relationship manager and advocate for key wine club members, delivering personalized service and exceptional hospitality experiences that drive engagement, retention, and long-term loyalty. This role partners closely with Hospitality, Events, Operations, Brand, and eCommerce teams to coordinate member communications, manage club-related operations, resolve service issues, and curate memorable experiences for VIP guests and club members. The ideal candidate is relationship-driven, highly organized, and passionate about delivering elevated customer experiences that strengthen brand affinity and lifetime member value.

Responsibilities

Member Relationship Management & Concierge Service

• Serve as the primary point of contact for wine club members, delivering personalized, high-touch service through phone, email, and in-person interactions.
• Develop and maintain strong relationships with members, VIP guests, key buyers, and concierge partners to drive engagement, retention, and lifetime value.
• Proactively communicate club releases, membership benefits, events, offerings, and service updates while ensuring all communications are polished, accurate, and professional.
• Conduct proactive outreach related to membership activity, club releases, declined payments, order updates, and other key touchpoints to strengthen member engagement and satisfaction.
• Represent the brand with professionalism and hospitality excellence in every member interaction.

Member Experience, Hospitality & Events

• Partner with Hospitality, Events, Brand, and Reservations teams to create exceptional and personalized experiences for wine club members and guests.
• Identify opportunities to recognize and elevate the experience of club members, VIP guests, and high-value customers through tailored service and special accommodations.
• Support member-facing events, VIP visits, trade experiences, and community engagement activities that strengthen loyalty and brand affinity.
• Collaborate with hospitality teams to ensure member preferences, benefits, and important guest information are communicated and executed consistently.
• Support ongoing training, communication, and service initiatives that promote acquisition, retention, and elevated member experiences

Club Operations & Program Administration

• Maintain accurate membership records, customer profiles, account updates, preferences, and customer data within company systems.
• Support administration of wine club programs, including membership communications, website updates, internal resources, reservations systems, and program-related information.
• Coordinate across Hospitality, Reservations, Operations, and eCommerce teams to ensure seamless execution of club initiatives and member services.
• Maintain a thorough understanding of club, hospitality, event, and eCommerce offerings to effectively support members and guests.
• Ensure member information, benefits, and program details are communicated consistently across all customer-facing teams.

Customer Care, Fulfillment & Service Recovery

• Manage customer care communications, including inboxes, phone inquiries, and follow-up requests, ensuring timely and professional resolution.
• Serve as the primary resource for shipping, fulfillment, and order-related inquiries, including returns, reshipments, carrier claims, lost packages, and member pickup requests.
• Partner with Operations and Hospitality teams to coordinate order fulfillment, pickup experiences, inventory organization, and shipping logistics.
• Resolve member concerns with a proactive, solutions-oriented approach that reinforces trust, satisfaction, and loyalty.
• Support fulfillment activities and organizational needs associated with member order pickup and inventory management.

Loyalty Growth, Member Insights & Cross-Functional Partnership

• Monitor member engagement and identify opportunities to improve retention, satisfaction, tenure, and lifetime value.
• Gather and communicate member feedback, trends, and insights to support continuous improvement of p