Wine Club Manager
(Wine Jobs:
Management & Administration)
Full Time
Kelowna,
British Columbia
Based out of our Kelowna office, we are seeking a talented individual to join our team and be responsible for overseeing the Quails' Gate Wine Club administering e-commerce sales and promotions. The Wine Club Manger champions the system/process to ensure Wine Club Members develop relationships, experience personalized service, cultivate member recognition, and participate in a variety of programs and events that enrich their experience with Quails' Gate. This position works directly with the Business Development Manager and department heads to ensure timely and appropriate communication regarding the benefits and services promised at the time of enrollment to Members. This positional also provides customer service to e-commerce customers and facilitates online wine sales programs.
Responsibilities
- Process enrollment forms using Commerce 7, including data entry and confirmation of accurate information. Maintain current records for each wine club member: name, address, club options, phone, email, credit card information and purchase history. Update and make changes as necessary.
- Process phone and email orders, cancellations, and returns. Monitor Wine Club email and phone, responding to all member and customer inquiries in a timely manner.
- Collaborate closely with the Wine Shop in regards to club pick-up members and e-comm orders – managing and shipping wine that has not been picked up.
- Maintain club email calendar and assist in keeping the website updated, accurate and active (Coordinate all Marketing requests through DTC Manager)
- Manage data, create and analyze activity sales, budget, and financial reports for the DTC Manager on a timely basis.
- Assist members in tracking packages, placing orders, answering product related questions
- Provide hospitality and concierge services to club members, VIP and trade including special requests, booking tours and tastings
- Plan communication emails to club members regarding shipment information, events and promotions with collaboration from marketing. Monitor the wine club calendar and assist the team with assigned deadlines, email initialization, newsletter and forms are sent in a timely manner.
- Plan, organize and host special events for the wine club. Maintain RSVP list and follow up with thank-you’s.
- Leads the customer service side of e-commerce and Wine Club operations.
- Assist in the creation, development and execution of strategic plans to market and grow the Wine Club, encouraging retention, new opportunities and growth.
The ideal candidate will have:
- Experience or education in one or more of the following: marketing, hospitality, relationship management, customer service, membership associations and/or fundraising
- Systems & technology literate; experience with Commerce 7 and a intermediate understanding of Microsoft programs is an asset.
- Experience in leading a team or project to a successful outcome is preferred
- Open availability, including weekends and holidays
A progressive compensation package is available based on experience, knowledge and education.