What are the responsibilities and job description for the Manager, Member Services position at Duckhorn Wine Company?
The Duckhorn Portfolio is North America’s premier luxury wine company. We were established in 1976 by Dan and Margaret Duckhorn. Today, our portfolio features some of North America’s most revered wineries, including Decoy, Paraduxx, Goldeneye, Migration, Canvasback, Calera, Kosta Browne, Sonoma-Cutrer, Greenwing and Postmark.
What we will ask you to do:
Management of Members and Offer Execution (40%)
- Develops and manages the allocation offerings in concert with Analytics and Marketing teams.
- Participates in ensuring the successful loading of customer allocations, item set up and registration, website optimization, member-exclusive access management, event planning, offer launch, order execution, and fulfillment service.
- Participates in the strategy and execution of member engagement programs.
- Oversees vendor management of the CRM system to consistently improve efficiency and workflow.
Leadership of Member Services Team (30%)
- Provides leadership, training, and standards for the Members Services team.
- Collaborates with Winemaking, Marketing, and Hospitality to ensure the Member Services team has all the knowledge and training needed to succeed.
- Develops anticipated FAQ documentation and builds upon existing messaging for the team year-round to streamline member responses.
- Trains staff to adhere to all state and federal compliance rules and regulations.
Fulfillment and Operations (20%)
- Maintains current direct shipping laws for each state and alter wine club marketing tactics as appropriate.
- Works closely with Shipping and Finance teams to ensure adequate stock levels in time for club shipments and reorders.
Cross-Functionality (10%)
- Works directly with Hospitality, Advisors, and Fulfillment and Logistics teams to manage the overall success of growing Kosta Browne.
- Educates and implements successful practices across The Duckhorn Portfolio.
- Collaborates with Events and Hospitality teams to execute wine sales during member events.
What you will need:
- Bachelor’s degree in Marketing or related business discipline.
- 3 years’ experience at premium wine company with a focus on direct-to-consumer sales.
- Experience leading a highly functioning team.
- Sound fiscal management skills coupled with strategic planning competencies.
- Exceptional oral and written interpersonal communication skills.
- Ability to function independently and make empowered decisions that positively affect the member’s experience.
- Excellent problem solving and troubleshooting skills.
- Valid Driver's License and insurable MVR.
What we will provide:
- Health benefits for you and your family, including medical/dental/vision (with a competitively priced employee contribution to premium), and disability, life, & pet insurance.
- Paid time off and 11 paid holidays.
- 401(k) plan where we invest 10% of your wages every year for your retirement at no cost to you, subject to management discretion.
- A diverse team of coworkers that care about each other in a fun, exciting work environment.
- A company that promotes from within, provides great training and a generous tuition reimbursement program.
