Job Description

Job Description:

Sangiacomo Family Wines, a renowned family-owned vineyard company in Sonoma, is seeking a dedicated Wine Club & Operations Manager. As a producer of premium Chardonnay and Pinot Noir, we launched Sangiacomo Family Wines in 2016 with a focus on Direct-to-Consumer (DTC) channels. This role is pivotal in ensuring a world-class experience for our wine club members and customers while maintaining operational efficiency and sustainability.

Always ready to make a great impression and represent the Sangiacomo Family’s warm, genuine, and thoughtful approach to communication, the Wine Club Manager will provide timely, professional, and mindful customer service via telephone, email, and chat. The ideal candidate will have a passion for organization, communication, and problem-solving, with aspirations to become a leader in the wine industry. This role will continue to develop guidelines and will manage the operational aspects of wine club shipments, from creation through fulfillment and delivery. Club Famiglia, our devoted membership program, will continue to be developed and enhanced under the care of the Wine Club Manager with a focus on retention and customer satisfaction.

The Wine Club & Operations Manager will support all DTC channels, including wine club, eCommerce, digital marketing, hospitality, and events. This dynamic role requires a balance of front-facing guest interactions and behind-the-scenes operations management. Reporting to the Director of Sales & Marketing and working closely with the Hospitality Sales Manager, this leadership position involves developing internal procedures, driving DTC metrics, and focusing on customer satisfaction and retention.
Every member of our Wine Team is a storyteller, representing the Sangiacomo Family’s rich history and commitment to quality, and must be able to actively engage customers in stories of our stewardship and sustainability of the land, our family legacy, and our dedication to crafting wines that reflect our vineyards. The ideal candidate is passionate about wine, has deep wine knowledge and curiosity to learn more about sustainability, viticulture and our deep history in Sonoma.

Responsibilities:

Hospitality – 10%
•  Lead impeccable customer service to our club members and customers through telephone, email and text communication and in-person hospitality as needed, including hosting occasional wine tastings.
•  Support the development of a luxury hospitality program with experiences and communication that promote our brand values and quality, while defining a new level of excellence in Sonoma.
•  Support outreach initiatives, including off-site activities such as lobby programs and promotional events.

Sales & Marketing – 15%
•  Collaborate with Ownership, Director, and colleagues to fine-tune brand development and strategy for lasting growth and lifetime retention.
•  Enhance the digital marketing strategy for wine club members, including e-commerce with personalization, segmentation e-mails, etc.
•  Design and create wine club e-newsletters, shipment inserts, targeted text and email campaigns..

Club Famiglia – 50%
•  Plan, build, and execute wine club processing 4 times/year.
•  Provide customer service as the primary point of contact for Club Famiglia members.
•  Increase the frequency and content scope of digital communication with members, educating them on benefits, key release dates, events, and promotional e-commerce.
•  Assist and plan club member special events and release parties.
•  Efficiently utilize CRM: Commerce7, Klaviyo, and WinePulse to maintain clean data and report on club metrics quarterly.
•  Lead special projects (i.e., printed materials, etc.)
•  Partner with Hospitality Manager to design, implement, and continually improve the club member experience and provide onboarding and continual wine club training for the Tasting Room staff.

Operations & Logistics – 25%
•  Optimize shipping and fulfillment operations for customer happiness by utilizing new technologies with WineShipping, AfterShip, Via. Delivery, and RedChirp.
•  Serve as the primary customer service contact for shipping.
•  Manage and streamline shipping logistics by developing tactics to reduce shipping costs and improve overall delivery experience and success. (i.e., work with WS hubs, advise on additional DTC permits, etc)
•  Analyze annual retail wine shipments and cost analysis.
•  Manage and maintain inventory for all DTC channels. Provide frequent updates on inventory statuses and plan for depletions, library, sales, etc. Collaborate on DTC sales strategies.
•  Technology Stack: Maintain knowledge of new features and integrations, lead special projects, and advise leadership on maximizing capabilities and best-use to achieve goals and improve experience.
•  Provide C7 infrastructure and backend setup and support.
•  Conduct operational onboarding training for new staff and provide ongoing training to hospitality staff, focusing on advancements and new technology implementation.

Required Skills/Abilities:
•  Minimum three years experience in winery hospitality, shipping/fulfillment, and other relevant experience, including 2-years in wine club management.
•  Excellent interpersonal and customer service, verbal and written communication skills.
•  Thorough knowledge of winery operations.
•  Experience with Commerce 7, RedChirp, Klayvio, and WineShipping is a plus.
•  Excellent organizational skills and attention to detail.
•  Strong analytical and problem-solving skills.
•  Must be hands-on and willing to work in a small company environment.
•  Maintain professional and friendly standards in the work environment with consumers and colleagues.
•  Proficient with Microsoft Office Suite or related software.
•  Prolonged periods of sitting at a desk and working on a computer.
•  Stand for up to eight hours.
•  Travel as required.
•  Must be able to lift 50 pounds at times.
•  Must be 21 years of age or older.

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