Senior Concierge, Customer Experience Specialist

4 weeks ago


Napa, California, United States Lewis Cellars Full time
Job Overview

Lewis Cellars is seeking a highly skilled Senior Concierge, Customer Experience to support the launch of our wine club, Lewis Insiders. This role will provide exceptional customer service, sales support, and support to our Insider members and customers via various omnichannel platforms.

Key Responsibilities:

  • Provide top-notch customer service to Lewis Insider members and guest purchasers through all forms of communication
  • Actively recruit members to join Lewis Insiders and sell wine to existing members and customers
  • Serve as the face of Customer Experience for Lewis Cellars and deliver an elevated concierge-level service to customers and stakeholders
  • Manage and improve logistics and shipping process, including deliverability, compliance, returns, and damages
  • Manage seasonal club charges, decline management, and new member inclusion and recruitment
  • Support daily ecommerce and club order systems, shipping, and customer experience tasks and goals
  • Manage customer tags, such as employee and special pricing qualifications
  • Maintain accurate record-keeping and CRM database information
  • Participate in on-property events and execute off-site events as needed
  • Develop network of contacts, service providers, and businesses within the community to serve stakeholders

Requirements:

  • 4 years of sales, hospitality, or marketing/PR experience, preferably within the wine industry
  • Wine-specific certifications are strongly preferred but not required
  • Bachelor's Degree from an accredited institution preferred
  • Possesses a spirit of excellence and a passion for customer experience
  • Proven success in building customer relations and sales strongly preferred
  • Must be able to work individually and in a team environment and maintain high service standards
  • Proficient with Microsoft Office, especially Excel and Outlook
  • Experience with Direct-to-Consumer (DTC) / winery eCommerce systems, shipment planning and logistics experience a plus

Benefits:

  • Thriving Wellness Community: Access to top-notch medical coverage, comprehensive vision and dental plans, and a 401k with match eligibility
  • Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units
  • Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department
  • Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program
  • Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace


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