Membership & Guest Services Manager

Tasting & Tap Room Expo; Napa (CA); On-site; USD 95,000 - 105,000; Full time

Job summary

Marchesi Antinori is seeking a seasoned Membership & Guest Services Manager to direct a multi-property wine club and guest services team in Napa. You will enhance member experiences, manage releases and communications, and collaborate across departments to drive loyalty and sales in a luxury wine portfolio.

The role reports to the Director of Membership & Private Client Sales and requires strong leadership, CRM proficiency, and excellent customer service.

Qualifications

• Experience managing a club membership program.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proven ability to deliver exceptional customer service.

Responsibilities

• Oversee the Membership & Guest Services team and member services for all properties in the portfolio.
• Drive member acquisition and retention through proactive engagement and service excellence.
• Develop team incentive plans and monthly payroll reports.
• Execute membership releases, including inventory planning and package setup.
• Create and distribute newsletters, transactional emails, and events communications.
• Collaborate with Operations to address inventory, compliance, and pre-release checks.
• Maintain accurate membership data and online content.
• Lead the team in resolving shipping issues and customer inquiries via phone, email, and in-person interactions.

Skills

Leadership

Customer service

Communication

Team management

Analytical thinking

Tools

Commerce 7 CRM

Microsoft Office

Job description

The Company:

Marchesi Antinori, a 26-generation family wine business based in Florence Italy, operates a luxury portfolio of wine estates in the United States including the iconic Stag’s Leap Wine Cellars (1976 Judgment of Paris winner), Antinori Napa Valley, and Col Solare, as well as an importing/commercial team based in Napa: Vinattieri 1385. We build our business on family values, operational excellence, and a culture of accountability.

Summary of Position:

Responsible for the day-to-day operations of Stag’s Leap Wine Cellars, Antinori Napa Valley, Col Solare, and 26Generazioni membership programs and general customer service. This role develops and manages the Membership & Guest Services team, which delivers outstanding service while driving both wine sales and membership retention.

Classification:

Full-Time, Salary/Exempt

Compensation:

$95,000 - $105,000/year

Reports to:

Director of Membership & Private Client Sales

Location:

On-site at Stag’s Leap Wine Cellars in Napa

Essential Duties:

• Oversee the Membership & Guest Services team, ensuring they provide exceptional membership and general customer service support for Stag’s Leap Wine Cellars, Antinori Napa Valley, Col Solare, and 26Generazioni.
• Support the team in acquiring new and retaining existing club members through proactive customer engagement, follow-up, and outstanding customer service across all interactions (phone, email, and in-person hosting as needed).
• Develop and manage team incentive plans and provide monthly reports to payroll for processing.
• Manage the execution of membership releases, including inventory volume planning, Commerce 7 club package setup, member communication, processing, and order resolution.
• Oversee the development and distribution of release newsletters, digital newsletters, transactional emails, and membership event emails.
• Collaborate closely with the DTC Operations Manager to address membership inventory needs, compliance updates, and pre-release checks.
• Ensure all membership information, including collateral and online content, is current and accurate.
• Lead the team in delivering exceptional customer service via phone and email, resolving shipping issues for club, tasting room, and web orders. Ensure timely communication with customers regarding delivery exceptions, weather holds, and order delays.
• Hire, train, coach, and support the Membership & Guest Services team. Oversee team communication, scheduling, timecard approvals, annual performance reviews, and coordinate team meetings and individual check-ins.
• Track and regularly report on membership metrics and key performance indicators.
• Maintain regular communication with visitor center teams and management to keep them informed about membership events, release information, and membership incentives.
• Partner with Special Events and Hospitality on successful events and promotions.
• Complete other assignments and special projects as assigned.

Requirements

• Experience managing a club membership program is required.
• Experience in the luxury goods sector is highly desirable.
• Strong understanding of wine club membership models and DTC wine shipping best practices.
• Exceptional leadership and team management skills with experience in hiring, training, and developing staff.
• Strong customer service orientation with a proven ability to resolve issues efficiently and effectively.
• Excellent verbal and written communication skills.
• Proficiency in using CRM (e.g., Commerce 7) and fulfillment systems.
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Analytical skills to track and report on key performance indicators and membership metrics.
• Ability to work collaboratively across departments and build strong relationships with internal and external stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Benefits:

• Medical, Dental, and Vision
• Supplemental Insurance available
• Employer paid Life, AD&D, and STD
• 401k Plan w/match
• Paid Vacation Time
• Paid Sick Time
• Opportunity for career advancement and continued education

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.