Wine Club Manager

The Wine Club Manager is responsible for the leadership, strategic vision, and growth of the wine club. The objective of this position is to drive acquisition, engagement, and retention of membership. The wine club manager will provide training, support and model exceptional guest and member service for the hospitality team. They will create and implement effective acquisition and sales strategies through training, motivating, and mentoring, allowing us to meet or surpass budgeted club growth. They will report to the tasting room manager when scheduled on the floor to support service, training, and acquisition. They will be a team player and communicate proactively and effectively with not only the tasting room team but also marketing, accounting, warehouse and fulfillment, etc.

Essential Functions:

• Ensure that the highest level of hospitality, engagement and member service is maintained both in person and via telephone, text, and email.
• Ensure clear, proactive and timely communication and follow-up both internally and externally with team members, co-workers, club members and guests.
• Assists in the planning, coordinating and execution of wine club events including pick up parties, member appreciation events and various other member engagement activities.
•  Assists in tasting room during member and guest events as needed.
• Achieve or surpass member acquisition and revenue goals on a monthly and yearly basis.
• Maximize retention through communication, engagement, and reacquisition strategy.
• Manage membership cancelation requests and ensure on hold options are available and guest reasons for cancelation are well understood and documented.
• Maintain member database and profile including adding new members, profile preferences and updates, holds and cancelations.
• Process all club allocations and resolve any declines and/or expired credit cards both proactively and after initial processing.
• Build proposed selections for all club tiers that align with budget and manage inventory in POS to ensure adequate supply for releases.
• Establish good working relationships with other team members and foster open and positive communication with team members, co-workers, club members and guests.
• Collaborate with Restaurant management team to develop and grow restaurant wine club.
• Research and understand industry and club trends to ensure club tiers and structure remain compelling and competitive both in person and digitally.
• Adhere to all state and local laws as well as all company policies and procedures.
• Actively participate in meetings as requested.
• Other duties as assigned by your supervisor.

Qualifications:

• 2-5 years of experience in hospitality industry
• Experience training, developing and motivating team members to achieve results.
• Effective communication skills both verbally and in writing
• Current Food Handler’s and Class 12 permit and/or ability to obtain them.
• Strong knowledge, understanding and passion for wine and the wine industry.
• Enthusiastic about continuous improvement, hospitality and teamwork
• Initiative-taking organized and detail-oriented with the ability to balance competing priorities and consistently meet deadlines.
• Comfortable working in a fast-paced environment and enjoys interacting with guests to provide exceptional hospitality and to resolve issues through exceptional service recovery.
• Proficient skill level with Word, Excel, Outlook, POS platforms and willingness to learn and use other applications or technology as needed.
• Bachelor’s degree preferred.

Physical Requirements:

• Frequent standing, walking, and sitting.
• Frequent lifting and carrying up to 10 pounds.
• Occasional lifting and carrying up to 20 pounds.
• Must be able to work at computer or desk area for extended periods of time.
• Must be able to use a computer and see color.