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DTC Operations Manager

2 months ago

Livermore, California, United States Wente Family Estates Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a DTC Operations Manager at Wente Family Estates. This is a critical role that requires a strong understanding of wine club operations, guest experience, and sales strategies.

Key Responsibilities
  • Wine Club Operations
    • Develop and execute wine club membership strategies to drive revenue and retention.
    • Manage wine club P&L, forecasting volumes and wines needed to support club business.
    • Oversee day-to-day wine club management activities, including planning, preparing, and executing quarterly wine club releases and shipments.
    • Ensure customer information is current and proactively manage contact information to minimize expired/decline rates.
  • Guest Experience
    • Build and lead a high-performing concierge team to ensure customer satisfaction.
    • Support concierge team to be proactive customer-first team, leveraging reports to better retain customers.
    • Partner with brand managers, ecommerce team, and tasting room teams to ensure concierge team has current information on guest experiences and sales opportunities.
    • Own company reservation systems and related platforms, ensuring reservations and communications are maintained, experiences are correct, and platform is properly working.
  • Training and Development
    • Responsible for ongoing training and development of concierge team members.
    • Create departmental standard operating procedures and provide ongoing team training and development opportunities.
    • Assist with training of tasting room staff to communicate club offerings and experiences to members and potential members.
Requirements
  • Minimum 4 years direct-to-consumer marketing/sales experience, with wine club experience required.
  • Program and project management skills, including ability to work effectively in fast-paced, deadline-driven environment.
  • Outstanding written and verbal communication skills, including formal presentations and one-on-one communication.
  • Passion and excellence with attention to detail and customer service.
  • Excitement and interest in the wine industry.
  • Professional demeanor with positive, enthusiastic, and proactive attitude.
  • Ability to use application software, including Commerce 7, Wordpress, PowerBi, WinePulse, and Microsoft suite.
  • College degree preferred or applicable experience.
Working Conditions
  • Winery office environment and tasting room selling floor (as needed).
  • Available to work weekdays, weekends, evenings as required for special events.
Sustainability Values

We support economic sustainability by providing exceptional wine country experiences to our guests. We also support economic sustainability by conserving materials and supplies and using these in the most efficient ways possible. We are fiscally responsible from a department budget standpoint and support environmental sustainability by participating in department recycling and composting efforts.