Manager, Membership Experience
(Wine Jobs:
Wine Retail & Sommelier)
Full Time
Lake Country,
British Columbia
Ex Nihilo Vineyards Okanagan Valley Inc. is an established vineyard and winery operating in Lake Country, BC. Ex Nihilo is a privately held company owned by the Azhadi Group, a group of companies which develops and operates wineries and vineyards throughout the Okanagan Valley.
We seek to provide meaningful work and create meaningful relationships. We respect people; we communicate openly; we are team players; we are accountable; and we are trustworthy.
We strive to deliver best in class beautiful experiences to our people and our guests. Gratitude is at our core; whether it be the land, the opportunity, or the people who we work with and visit us. We are building an environment where people come together, feel valued and will grow in their respective career paths.
Position Summary
Ex Nihilo Vineyards is seeking a proactive and guest-focused Manager, to lead all wine club operations for Ex Nihilo Vineyards. This role manages all aspects of membership strategy, guest engagement, fulfillment, and member events—while driving sign-ups, retention, and revenue targets. The Manager plays a hands-on role both on the floor and behind the scenes, balancing team leadership, administration, and direct member service to ensure a premium, personalized club experience.
Key Responsibilities
Wine Club Operations & Fulfillment
- Develop, coordinate, and execute the annual wine club calendar, including shipment and processing schedules.
- Collaborate with the Wine Experience Operations Manager to select wines for shipments and manage new product releases.
- Oversee fulfillment operations: hire, schedule, and supervise fulfillment personnel; maintain warehouse tidiness and inventory accuracy.
- Manage vendor relationships for packaging and shipping.
- Ensure wine club orders are processed, packaged, and shipped accurately and on time.
Membership Growth & Engagement
- Meet established membership revenue and profitability targets.
- Promote wine club benefits to guests and staff to support sign-ups and retention goals.
- Develop and execute initiatives, exclusive offers, and differentiated experiences that drive member engagement.
- Plan, coordinate, and execute member events and private experiences.
- Maintain up-to-date member records and support personalized communication touchpoints.
Team Support & Training
- Educate and train tasting room teams on wine club benefits, promotions, and best practices for sign-ups.
- Support the Manager, Wine Experience & Retail in POS operations (Commerce 7) and serve as a secondary system contact.
- Provide coaching and mentoring to Tasting Room Ambassadors to uphold brand standards and guest service excellence.
Performance Tracking & Continuous Improvement
- Gather and analyze key performance metrics (conversion, sign-ups, retention, attrition, CACs, product mix).
- Report regularly on KPIs and identify opportunities for process improvement.
- Uphold a philosophy of continuous improvement across all wine club activities and guest interactions.
Floor Presence & Guest Service
- Maintain a visible presence on the floor during peak seasons - greeting members, leading tastings, and supporting the team.
- During off-season periods, balance administrative work with active floor time to support service operations and control variable labour costs.
Qualifications
- 3–5 years of experience in wine club, membership management, or premium hospitality guest services.
- Strong leadership, organizational, and relationship-building skills.
- Excellent verbal and written communication; comfortable engaging guests and coaching staff.
- Detail-oriented, with proven ability to track KPIs and manage budgets.
- Experience with POS or CRM systems (Commerce 7 experience an asset).
- WSET Level 1 or higher preferred.
- Serving It Right certification required.
- Flexible availability including weekends, seasonal peaks, and key member events.
