DTC Luxury Wine Concierge - Sea Smoke Winery (Personal Services)
Job Description
Position Summary
The Sea Smoke Luxury Wine Concierge will be responsible for delivering a high-end, personalized wine experience to our clients. This role involves curating wine selections, managing client relationships, and organizing exclusive wine events. The ideal candidate will have a deep knowledge of wines, excellent customer service skills, and a passion for creating memorable experiences.
Responsibilities
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Retains and increases lifetime value of existing club members through engagement, consistent follow-up, and outstanding customer service.
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Working with the Brand Manager, to develop and execute allocation process and quantities for the DTC Channel
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Answer all customer inquiries in a timely manner across channels (website client service platform, Gorgias; email; and phone) and quickly resolve any escalated client questions needing deeper attention and time.
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Maintain and organize all communication platforms and processes.
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Mitigate and respond to all client service feedback, taking what could be a negative sentiment, and using it as an opportunity to instead convert a lifelong client.
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Be the main contact for high-value clients, working to grow relationships with the winery and inform clients of other brands in the portfolio that may be of interest.
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Own follow-up for all member and high-value client service communication across owned channels, including website client service platforms (Gorgias), email, and phone.
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Provide “surprise & delight” experiences for our client base, from hand-written highly personalized thank you notes, to special bottle offerings, to providing customer notes for tasting room teams to utilize.
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Work to build consumer loyalty and membership through proactive outreach and engagement including tasteful, gracious, value-added upsell opportunities at a 1-to-1 consumer level.Develops and executes strategic business plans to drive sales and profits of the Wine Club. Uses data insights, experience, and feedback to develop strategic Club offerings that drive increased Membership.
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Liaise with the warehouse team to oversee and collaborate on the execution of Wine Club shipments and other recurring shipments and serve as a conduit for member requests. Provides forecast for future Wine Club shipments when requested.
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Own shipment coordination, billing, and information collection from Members as needed to complete orders.
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Work with the shipping and compliance team to address any compliance issues for shipments.
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Collaborate and correspond closely with all other DTC team functions to share bottom-up customer feedback that helps refine and inform the entire DTC experience.
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Host in-person events and tastings to build relationships with prospective and current wine club members.
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Inform clients, when applicable, about corporate gifting programs, corporate event opportunities, and additional winery benefits and offerings.
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Partner with the DTC and Brand Marketing teams
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to strategize the consumer journey to inform everything from client care website info to effective communications and provide input for key DTC initiatives such as customization and high-end unboxing experiences.
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to create Member-specific e-mails, Member events, marketing materials, and exclusive packages that drive revenue, acquisition, and retention.
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To support developing and implementing the annual brand strategy and marketing plan to create consumer demand based on strong business analytics.
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Participates in market visits and assists in Business Unit planning and review meetings, providing actionable insights and brand/portfolio innovation and programming ideas based on key learnings, as needed.
Minimum Qualifications
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Wine Knowledge: Extensive knowledge of wines, including different types, regions, and vintages, especially the wines of Santa Barbara / Central Coast
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Experience: Previous experience (at least 1-2 years) in a similar role within the luxury wine or hospitality industry.
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Customer Service: Strong customer service skills with a focus on creating personalized experiences.
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Communication: Excellent verbal and written communication skills.
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Organization: Strong organizational skills with the ability to manage multiple tasks and events simultaneously.
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Sales Skills: Proven ability to upsell and cross-sell products and services.
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Strong analytical skills with a demonstrated aptitude to utilize trend analysis, syndicated and customized research and other sources to turn data and information into actionable insights.
Preferred Qualifications
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Certifications: Certification from a recognized wine education program (e.g., WSET, Court of Master Sommeliers).
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Network: Established network within the wine industry.
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Technology: Proficiency in using CRM systems and other relevant software.
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Bachelor's Degree in related field; or relevant experience working with luxury brands
Physical Requirements/Work Environment
Must be at least 21 years of age. Must be able to sit and/or stand for long periods of time and work on a computer for extended periods. Lifting may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Location
Lompoc, CaliforniaAdditional Locations
Job Type
Full timeJob Area
Hospitality & RetailThe salary range for this role is:
$81,600.00 - $122,500.00
This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. Our compensation is based on cost of labor. For remote locations or positions open to multiple locations, the pay range may reflect several US geographic markets, including the lowest geographic market minimum to the highest geographic market maximum. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but not limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. At Constellation Brands, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
Equal Opportunity
Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).
Not sure you meet all qualifications? Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
