Membership & Customer Sales Coordinator

Tasting Room Expo; Calistoga (CA); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in the wine sector is seeking a Membership & Customer Sales Coordinator to enhance its Solari Membership program. This role is pivotal in fostering relationships with members and customers, ensuring a personalized experience while managing DTC sales and membership services. The ideal candidate will have a background in luxury service environments and possess strong communication and problem-solving skills. Join a team dedicated to excellence in customer service and contribute to a renowned winery's legacy of quality and tradition. This position offers a dynamic work environment with opportunities for personal and professional growth.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401K

HSA

Paid Time Off

Paid Holidays

Staff Wine Allocations

Qualifications

• 3-5 years experience in luxury winery, hotel, or restaurant settings.
• Strong customer service and communication skills are essential.

Responsibilities

• Coordinate and execute membership offerings and DTC sales campaigns.
• Provide exceptional customer care and support membership inquiries.

Skills

Customer Service Skills

Microsoft Office

ShipCompliant

Wine Club Management Software

Analytical Skills

Problem-Solving Skills

Communication Skills

Education

College Degree

Coursework in Viticulture

Tools

Campaign Monitor

Offset Commerce

Microsoft Teams

Job description

The Membership & Customer Sales Coordinator supports the Marketing & Brand Director and Estate Director with the growth, planning, and execution of our successful Solari Membership program and all DTC sales, customer and member acquisition and retention efforts. Additionally, this individual will offer outstanding and hospitable customer care by creating lasting relationships with our current, future and former members, guests, and customers, offering each a consistent, timely, personalized, and bespoke experience.

This role assists the Marketing & Brand Director and Estate Director in planning and execution of the Spring and Fall member offerings, as well as coordinating additional DTC sales campaigns when wine is available, builds member allocations, and supports programs to build loyalty, enrich member benefits, and maximize member retention. Primary responsibility includes acting as the membership concierge and the day-to-day coordination and execution of membership and DTC customer service, operations, and fulfillment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Membership & DTC Offering Planning, Execution, Order Processing & Membership Service:

1. Helps organize and execute the bi-annual member offering.
2. Primary contact for membership inquiries regarding benefits, changes to allocations, orders, billing & shipping information updates. Visitation requests can be forwarded to the Hospitality Team. Responds in a gracious and timely manner.
3. Establishes a relationship and notes customer purchasing preferences or any other key identifiers that can assist with future sales and interactions.
4. Assists with the successful coordination and execution of member and DTC email and phone sales campaigns.
5. Assists with member and DTC events.
6. Supports the development and maintenance of membership and DTC sales KPI reports on a monthly basis.
7. Contributes ideas on how to develop, refine, and implement processes and procedures to provide excellence in all aspects of the DTC and member experience.
8. Helps with reporting and inventory transfers if needed.

Other Support:

1. Supports hospitality team, Marketing & Brand Director and Estate Director with DTC related tasks including collateral creation and social media posts during peak release periods and vacation coverage.
2. DTC order review and correction/edits to resolve failed compliance alerts.
3. Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB REQUIREMENTS:

Education and/or Experience: Three to five (3-5) years’ experience working at a luxury winery, hotel, or restaurant. Experience working as a member relations representative/coordinator or luxury concierge preferred. Understanding, desire, and ability to represent Larkmead so as best to promote its wines and brand image. College degree or college level coursework preferred; knowledge of viticulture, winemaking, wine marketing, and/or wine tasting preferred.

Skills: Knowledge of Microsoft Office (Word, Excel, Outlook, and Microsoft Teams), 50 WPM typing, ShipCompliant, Offset Commerce, and Campaign Monitor preferred; wine club management software experience preferred; ability to prioritize and meet all deadlines; ability to work quickly and accurately; well-developed analytical, interpersonal, oral, written and problem-solving skills required. Excellent English written and verbal communication skills and able to communicate both within and outside of the organization, with a positive and enthusiastic attitude are required. Pleasant, articulate, and courteous phone manner a must, including the ability to solve problems and de-escalate customer conflict smoothly with a smile. Must have proven excellent customer service skills.

Physical Demands: While performing the duties of this job, the employee is regularly required to use hands and/or fingers to handle or feel. The employee frequently is required to be stationary for some time. The employee is occasionally required to move around within the workspace. The employee must occasionally move up to 40 pounds. Specific vision abilities required by this job include close vision.

Larkmead Vineyards offers health, dental and vision insurance, 401K, HSA, PTO, paid holidays, and staff wine allocations.

ABOUT LARKMEAD VINEYARDS:

Larkmead Vineyards is one of the oldest family-owned wineries in Napa Valley. Originally founded in 1895, the Larkmead estate has been under the stewardship of the Solari-Baker family since 1948. Since that time, the family has steadily farmed, replanted, and nurtured the 115-acre vineyard to produce some of the most recognized wines from Napa Valley. Situated on the floor of northern Napa Valley, the site extends from the facing Mayacamas and Vaca mountain ranges and encompasses multiple soil types; each is specifically planted to clonal-rootstock combinations that comprise Larkmead’s 100% estate grown and produced wines.

In support of Larkmead’s winemaking history, modern facilities were built in 2004, and expanded in 2014, utilizing state of the art equipment and design by renowned architect Howard Backen. Over the past 20 years, Larkmead has focused on Cabernet Sauvignon and Cabernet-based blends. Larkmead wines have garnered over 150 scores of 95 points and above – three of which earned a perfect 100-point rating – a testament to the brilliance and quality of the vineyard and winemaking, and the dedication of the Solari-Baker family’s pursuit of excellence.