Wine Club Operations Leader

2 weeks ago

Woodinville, Washington, United States DeLille Cellars Full time

The Wine Club Operations Leader plays a crucial role in steering the strategic direction and expansion of the wine club at DeLille Cellars. This position is pivotal in enhancing membership acquisition, engagement, and retention. The leader will provide guidance, training, and exemplary service standards for the hospitality team, ensuring a consistent and exceptional experience for all members and guests.

Key Responsibilities:

  • Maintain the highest standards of hospitality and member service across all communication channels, including in-person, phone, text, and email.
  • Facilitate clear and proactive communication with team members, club members, and guests to ensure timely follow-ups and engagement.
  • Assist in the planning and execution of wine club events, such as member appreciation gatherings and pick-up parties, to foster community and engagement.
  • Support the tasting room during member and guest events as required.
  • Achieve or exceed monthly and annual member acquisition and revenue targets.
  • Enhance member retention through effective communication strategies and engagement initiatives.
  • Manage membership cancellation requests, ensuring understanding of guest concerns and documenting feedback.
  • Oversee the member database, ensuring accurate profiles, preferences, and updates.
  • Process club allocations and address any payment issues, including expired credit cards.
  • Develop proposed selections for all club tiers that align with budgetary goals and manage inventory to ensure availability for releases.
  • Foster positive relationships with team members and promote open communication within the organization.
  • Collaborate with the restaurant management team to enhance the restaurant's wine club offerings.
  • Stay informed about industry trends to ensure the club's offerings remain competitive and appealing.
  • Comply with all state and local regulations, as well as company policies and procedures.
  • Participate actively in team meetings and contribute to discussions as needed.
  • Perform additional duties as assigned by the supervisor.

Qualifications:

  • 2-5 years of experience in the hospitality sector.
  • Proven ability to train, develop, and motivate team members to achieve desired outcomes.
  • Strong verbal and written communication skills.
  • Possession of a current Food Handler's and Class 12 permit or willingness to obtain.
  • Deep knowledge and passion for wine and the wine industry.
  • Commitment to continuous improvement, teamwork, and exceptional hospitality.
  • Organized, detail-oriented, and capable of managing multiple priorities effectively.
  • Able to thrive in a fast-paced environment and provide outstanding service recovery.
  • Proficient in Microsoft Word, Excel, Outlook, and POS systems, with a willingness to learn new technologies.
  • Bachelor's degree is preferred.

Physical Requirements:

  • Frequent standing, walking, and sitting.
  • Ability to lift and carry items weighing up to 10 pounds regularly and up to 20 pounds occasionally.
  • Capability to work at a computer or desk for extended periods.
  • Visual acuity to use a computer and distinguish colors.

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