Loyalty Program Manager

Jordan Winery; Healdsburg (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Jordan Winery seeks a Loyalty Program Manager to lead the Jordan Estate Rewards initiative, deepen guest relationships, and drive revenue through CRM-driven strategies. You will coordinate guest engagement, events, and communications while collaborating with hospitality, marketing, and operations teams.

The role requires a strong data mindset, hospitality experience, and the ability to manage multiple initiatives in a fast-paced winery environment at the Healdsburg estate.

Qualifications

• Bachelor’s degree in hospitality or related field.
• Minimum 5 years’ experience in a luxury hotel, winery, or restaurant environment, with demonstrated experience in CRM, loyalty, or DTC roles.
• Flexible and adaptable, able to work evenings, weekends and holidays.
• Demonstrated leadership, warmth, and discretion in guest-centered settings.
• Proficient with MS Word, Excel, Teams, Outlook and CRM platforms.
• Experience with Commerce7 and RedChirp is a plus.

Responsibilities

• Lead loyalty and guest engagement programs to drive enrollment, retention and revenue growth.
• Oversee CRM data, reporting, dashboards and performance summaries.
• Collaborate with hospitality, guest services and marketing to align loyalty with brand standards.
• Serve as primary contact for loyalty and e-commerce inquiries via phone, email, and in person.
• Manage event communications and guest lists for loyalty initiatives and DTC activities.
• Partner with external vendors on e-commerce and loyalty projects and ensure operational excellence.

Skills

CRM & loyalty program management

Guest engagement

Staff leadership

Data analysis

Education

Bachelor’s degree in hospitality or related field

Tools

CRM platforms

Commerce7

RedChirp

Job description

Jordan Winery is seeking a highly motivated and relationship-driven professional to lead and grow our loyalty and guest engagement programs. At the core of this role is the management and growth of Jordan Estate Rewards , our loyalty program designed to reward purchases, deepen brand loyalty and build lasting guest relationships. Through exclusive benefits, access to limited releases and experiences and personalized communications, the program drives engagement, retention and measurable revenue growth.

This role is ideal for someone who genuinely loves working with people, building long-term relationships, and creating meaningful guest experiences—while also thriving in a data-driven environment. The Loyalty Program Manager will develop, manage and optimize strategies that increase member acquisition, engagement and retention, using performance metrics and insights to support revenue growth and enhance the overall guest journey.

At Jordan, we offer a welcoming workplace and a culture of excellence where quality performance is recognized and rewarded. We are also deeply committed to giving back, dedicating proceeds from wine sales to meaningful philanthropic initiatives that strengthen communities and create positive impact. If you share our values, have a passion for hospitality and love wine, we would like you to apply to join the family. This position is full-time and based at the winery in Healdsburg, California.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following:
(Other duties may be assigned)

• Assist in the leadership of loyalty and member experience staff, including hiring, onboarding, training, coaching, performance management, recognition and professional development
• Maintain advanced proficiency in the winery’s CRM and reservation systems to support daily operations and assist team members as needed
• Plan, prioritize, and oversee multiple projects, initiatives, guest inquiries
• Analyze guest and sales data to identify trends, opportunities, and performance gaps to guide program optimization/decision-making
• Lead the strategy, execution, and continuous improvement of Jordan’s loyalty and guest engagement programs to drive enrollment, retention and revenue growth
• Analyze key performance indicators (KPIs) related to loyalty participation/overall program performance
• Build strong, trusted relationships with guests to deepen loyalty, elevate the guest experience/increase value
• Support campaigns, promotions, special events, and guest initiatives tied to loyalty and DTC growth
• Work with external vendors on e-commerce and loyalty initiatives in alignment with leadership direction
• Develop/maintain reporting, dashboards, and performance summaries to communicate results, insights/recommendations
• Actively represent/promote Jordan Winery within hospitality community, maintain strong professional relationships with industry partners/leaders
• Adhere to all safety policies/procedures, report any safety concerns
• Perform other duties as assigned by the Director of Estate Services & DTC

Hospitality, Guest Experience, & DTC Support (30%)

• Working closely with hospitality, guest services and marketing teams, this position ensures our loyalty initiatives align with Jordan’s brand standards
• Serve as a primary contact for loyalty and e-commerce inquiries, delivering warm, timely, and professional service by phone, email, and in person
• Act as the central liaison across all DTC order channels, including individual orders, corporate gifting, and multi-package orders, working closely with the Member Experience Coordinator and Guest Services teams
• Manage tele-sales and outbound guest outreach and support order fulfillment across all DTC channels
• Manage loyalty program communications to members
• Coordinate loyalty member event communications, event details, and guest lists alongside the Member Experience Coordinator
• Ensure elevated handling and greeting of all loyalty members in alignment with our service standards
• Provide coverage and operational support for the loyalty and member relations function, including cross-coverage as needed
• Attend all winery hosted member and consumer events, provide support to winery hospitality operations as needed, including guest check-in, wine service, and event setup for on-site and off-site events
• Serve as Manager on Duty, as assigned, to support daily winery and guest services operations

Digital Operations & Systems Support (20%)

• Ensure accurate and timely data entry and maintenance within CRM system, including guest profiles, loyalty points, orders, tracking, and delivery information
• Support CRM program operations and projects, including user access, promotions, event ticketing, coupons, automated communications, and system updates
• Coordinate with fulfillment partners and internally on shipments, re-routes, replacements, and service recovery
• Maintain a strong knowledge of inventory, gift boxes, packaging supplies, tax requirements, and compliance for all wine and non-wine items sold through e-commerce
• Prepare and provide daily dropship reporting to the Controller as required
• Coordinate and ship promotional gifts, VIP member gifts, gift cards, gift certificates, and social media giveaways

QUALIFICATIONS

• Exceptional people skills, with energetic and positive attitude.
• Bachelor’s degree in hospitality or related field
• Minimum 5 years’ experience in a luxury hotel, winery, or restaurant environment, with demonstrated experience in CRM, loyalty, or DTC roles
• Flexible and adaptable, ability to adjust schedules and responsibilities as needed, including evenings, weekends, and holidays
• Demonstrated ability to lead with professionalism, warmth, and discretion in a guest-centered setting
• Strong organizational, leadership, and problem-solving skills, with exceptional attention to detail
• Self-motivated and accountable, with the ability to work independently, prioritize and make decisions in a fast-paced environment
• Excellent verbal, written and interpersonal communication skills with the ability to collaborate
• Proficient in Microsoft Word, Excel, Teams, Outlook; experience with CRM platforms required
• Experience with Commerce7 & RedChirp (SMS) is a plus
• General knowledge of marketing/social media platforms is a plus

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to lift/carry 50 pounds
• Able to sit or stand for hours at a time
• Noise level in the environment is usually moderate