Wine Club Manager

Ashes & Diamonds Winery is seeking an experienced, motivated, and outgoing person to oversee our Wine Club and Traveler/Well program at our winery. The key responsibilities of this position include proactive and frequent communication with club members and customers through all channels including phone and text; developing and implementing new concepts for our Wine Club to achieve significant growth and prioritizing member retention through attrition mediation.

• Plans, processes, and provides customer service for the twice-annual wine club shipment
• Developing new club program concepts, promotional programs, and marketing plans as part of an effective team including the Tasting Room Manager, and Ownership
• Preparing annual plans, budgets, and wine allocations for club shipments and all club activities
• Works to create, oversee, and execute exciting and fulfilling events for club members to promote new releases
• Executes a twice-yearly wine club shipment and helps with the transition to the new model
• Planning and conducting member events in Napa and at our Los Angeles Pool House twice yearly
• Manage the member benefits packages, create new benefits for members to incentive joining, and aid in facilitating member access to new pool experiences
• Takes the initiative for self-development in the areas of our wines, our brands, general hospitality, marketing, and acquiring effective sales techniques and acumen.

• Increasing club membership and customer retention based on annual planning
• Collecting and analyzing member data, feedback, benchmark data, and problem-solving
• Working with Marketing on email campaigns, club event flyers, and other promotional materials related to club
• Developing and maintaining lively communication with the Club members via text and phone campaigns
• Basic copywriting and editing for member emails as well as marketing emails, ChatGPT use encouraged

• Training and supporting tasting room team in sales of memberships and overall direct sales
• Processing all inbound club member orders via email and text
• Experience with gracefully dealing with frustrated customers and creating win/win outcomes for both the customer and the company
• Developing and tracking results of incentive programs to increase memberships
• Provides concierge support as needed helping to book member experiences and pool passes
• Main point of contact for A&D Member inquiries over phone, email, and text.

• Supervising the processing of orders using Commerce7 and Ship Compliant in compliance with all Federal and state regulations
• Setting up club shipments in Commerce7 as well as coordinating preparations with our fulfillment warehouse with support from the Operations Manager

• Bachelor's Degree and a minimum of 2 years experience in wine club management
• Strong experience with DTC marketing channels specifically social media, e-mail, and phone/text
• In-depth knowledge of consumer trends, and the ability to analyze purchase data
• Excellent marketing skills with a proven track record in sales and customer satisfaction
• Passion for premium wines, good knowledge of California wines
• Must be a team player who can consistently maintain a positive and professional attitude under pressure
• Efficient and detail-oriented with exceptional writing, communication, and organizational skills
• Strong problem-solving capabilities, ability to multi-task and meet deadlines in a fast-paced environment
• Proficient in Microsoft Office applications and ChatGPT
• Experience with Commerce 7 and Ship Compliant a must
• Experience with Redchir and outbound texting a plus

• Lift and handle materials weighing up to 50 lbs.
• Stand on hard surface for extended periods
• Grasp, stoop, squat, climb stairs, push or pull, carry, and reach over the shoulder
• Ability to work in a fast-paced environment under pressure

• Humility
• Teamwork
• Patience
• Trustworthiness
• Passion
• Adaptability
• Accountability
• Drive