Retail Wine Club Manager - Confidential Winery

Retail Wine Club Manager

Wine Club Processing and Management

• Complete annual club budget. Forecast wines, club growth, shipping costs and revenue, summit upgrades, expenses, decline rates.
• Set-up batches, process wine clubs and resolve declines
• Plan all aspects of wine club events and partner with Tasting Room team to execute.
• Ensure wine club shipment wine is distributed to all fulfillment locations prior to club run.
• Create quarterly newsletter content and oversee printing and distribution to fulfillment house.
• Print wine club applications and ensure Tasting Room has adequate supply of forms.
• Handle all ongoing customer maintenance including adding/updating member information, modifying account status, notating customer interactions, emailing members, correcting credit information, etc. Keep database clean and up-to-date.
• Monitor key performance indicators and implement remedies to ensure goals are met.
• Respond to all charge back notices from credit card companies.
• Maintain special handling list and process all special handling orders.
• Segment orders by fulfillment method, process orders in ShipCompliant, pick/pack 3rd party and in-house shipping orders.
• Send order forms via email and postal mail for Winery shipments. Manually enter all custom shipment orders and pack all Winery pick up orders.
• Approve all Wine Club related expenses

Direct-to-Consumer (DTC) Sales

• Handle all inbound customer calls and emails related to DTC sales and account maintenance. Respond to all phone calls and emails promptly and professionally.
• Process all e-commerce sales in a timely manner. Resolve compliance issues.
• Execute outbound telesales calling campaigns when required.
• Negotiated and manage 3rd party marketing company relationships (e.g., E-
• winery etc.) to ensure efficient processes are in-place to sell and ship wine legally.
• Work with Hospitality team to plan and execute all promotional campaigns.
• Sell wine at on and off-premise events when required.

Shipping & Fulfillment

• Negotiate contracts with fulfillment houses and common carriers.
• Manage and improve DTC shipping process including auditing/correcting ship orders, updating rates in e-commerce and POS, training staff, monitoring/resolving backorders and handling returns. Ensure all in-house shipping is completed in a timely manner.
• Ensure Wine Club & DTC wines are available at fulfillment locations 15-days in advance of new release. Monitor inventory levels and refresh as necessary.
• Review available cold ship options and establish summer shipping programs.
• Setup new SKUs with the fulfillment house and ShipCompliant.
• Ensure the tracking numbers for all in-house shipments are entered into ShipCompliant at month-end.
• Approve all Shipping related expenses

Compliance

• Work with compliance vendor to ensure that our shipping permits are current.
• Review cost/benefits of procuring permits for new states as they become available and make a recommendation to pursue or not pursue.
• Implement and keep our 3-tier system current & including new label registrations.
• Resolve orders that do not meet current compliance regulations.
• Maintain the accuracy and completeness of ShipCompliant including SKUs, permits, tax rates and COLAs.
• Approve all Compliance related expenses

Web Site Maintenance

• Add new products and deactivate older vintages.
• Keep the wine club pages up to date with changes in shipments, club structure and benefits.
• Add new tasting room staff to the salesperson database.
• Keep the events pages up to date.
• Approve all Web Site and E-commerce related expenses