*NEW* Extraordinary Customer Experience Manager (Wine Jobs: Management & Administration)

Customer Experience Manager – a rare opportunity at Malivoire: 
We are looking for a dynamic individual to lead a strong and motivated team of retail customer service and sales professionals.  The ideal individual will possess the perfect combination of wine knowledge, retail sales, customer service excellence and management skills. You are confident in fast-paced situations, managing a team and creating a successful, results-driven work environment. You bring energy, fun and humility to the forefront of hospitality and customer experience in and out of the winery.  

We are currently seeking a dedicated leader with an entrepreneurial spirit who will be responsible for developing, directing, and executing best in class practices relative to all retail and wine experiences.  This individual will thrive in a team environment, working collaboratively with the Senior Manager of Customer Relations & Sales.  

This role requires proficiency in the realm of hospitality, dedication and a friendly, professional attitude.  

The successful candidate will be accountable for:

• Maintaining overall customer experience and the Malivoire culture
• Provide training, leadership and coaching to retail team members to ensure performance excellence while exceeding guest expectations
• Day-to-day operations and management of retail wine shop, including patio, tours and special events (when reintroduced)

1.  Attention to the development of the tour program to be in alignment with our goals
2.  Ensuring organized service and execution of Exclusive Wine Experiences and In-Store tasting bar

• Maintaining organized service of by the glass options on the outdoor patio

1. Training new and ensuring existing staff, to execute patio and by-the- glass service in a professional, engaging and efficient manner
2. Reporting on by-the-glass sales and feature wine offerings
3. Working creatively to keep by the glass wine offerings fresh and enticing for returning guests
4. Ordering food products for patio service to ensure offerings are readily available, always with a focus to support wine sales
5. Coordinating with food trucks or other vendors for event days

• Organizing, coordinating, and hosting virtual wine experiences
• Co-Hiring and training of retail staff, including scheduling of all shifts
• Working regular weekend hours of retail operations, on a contracted full-time basis
• Development, preparation and execution of special events; onsite and off-site, should this be needed 
• Non-wine product planning, monitoring, ordering and merchandising
• Promote all retail programs; assist with development of new sales programs to meet targets and lead the staff to success
• Maintain and improve POS system; optimize its use and reporting
• Ensuring a Safe and Healthy Work Environment through the effective operation of programming, including Accessibility Training, First Aid Certification and ensure compliance with all government regulations.
• Continuously monitor, maintain and finetune COVID-19 restrictions and protocol: providing clear training and plans for the team
• Maintain and develop our ‘sustainable’ alignment in everything that we do

The ideal candidate will possess the following qualifications/skills:

• Experience in a Hospitality/Tourism or luxury retail sales environment
• Proven leadership, coaching, listening, sales and communication abilities, driven by results and positive feedback from both colleagues and customers
• Able to successfully manage a variety of priorities and responsibilities, with problem solving being a highly effective and demonstrated skill
• French as a second language is an asset
• University/College graduate, preferably from a Business/Marketing or Hospitality/Tourism Management program, or experience equivalent
• WSET level 2 or equivalent preferred
• Technically savvy to use POS system, assist with social media communications and proficiency in Microsoft Office programs
• In return for taking responsibility and ownership of the challenges and successes of this role, we will provide a positive, energetic and passionate work environment with a competitive salary, including sales bonuses