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Title

Membership Coordinator  

About the Organization Created in 1978 by Baron Philippe de Rothschild and Robert Mondavi, Opus One remains committed to realizing our founders' dream of bringing to life one unique wine that expresses the seamlessly blended personality and character of each family. With a great sense of pride in our work to realize this dream, the people of Opus One bring profound dedication and unsurpassed attention to detail in our daily work. We care deeply for the quality of our relationships within the winery, with our trade partners and with our customers.  
Description

COMPANY OVERVIEW

Created in 1978 by Baron Philippe de Rothschild and Robert Mondavi, Opus One remains committed to realizing our founders’ dream of bringing to life one unique wine that expresses the seamlessly blended personality and character of each family.  With a great sense of pride in our work to realize this dream, the people of Opus One bring profound dedication and unsurpassed attention to detail in our daily work.  We care deeply for the quality of our relationships within the winery, with our trade partners, and with our customers.

SUMMARY

The Membership Coordinator assists the Direct Marketing Manager with the enhancement and growth of Opus One’s invitation only Membership Program, while also supporting the global e-commerce business. Additionally, the individual will offer outstanding hospitality and customer care and create lasting relationships with special guests, offering each a consistent, timely, personalized, and genuine experience.  This individual will assist the Direct Marketing Manager in planning and executing the bi-annual allocation, supporting programs to build loyalty, enrich member benefits and maximize member retention. Primary responsibility includes acting as the membership concierge and the day-to-day coordination and execution of membership service, operations, and fulfillment.

Essential Duties and Responsibilities include the following.  Other duties may be assigned.

Membership Allocation Planning, Execution, Order Processing & Membership Service

  • Organizes and executes in a timely manner the bi-annual member allocation utilizing Commerce7, ShipCompliant, CRM, etc. This includes planning, compliance, patron outreach/correspondence, Commerce7 set up, batching, processing, archiving, weather holds, exceptions, pick up, returns, and reships, and shipping wines not picked up.
  • Responsible for maintaining membership database in Comerce7 including membership invitations, activations, account updates and cancellations.
  • Responsible for timely membership Invitation and Welcome kit personalization and fulfillment.
  • Assists with member selection and invitation process and programs.
  • Responsible for timely post-acquisition and post-visit follow-up activities and maintaining detailed notes within our CRM platform...
  • Leads the successful coordination and execution of member campaigns as well as member and patron events; managing member RSVPs, waitlist, guest names, and dietary restriction details, payment status, check in, no show, etc.
  • Supports the development and maintenance of membership KPI reports. Documents membership count, batch sizes for all club tiers and order decline rates at the beginning and end of each allocation shipment month, etc.
  • Contributes ideas on how to develop, refine, and implement process and procedures to provide excellence in all aspects of the member experience.
     

Key Customer Relations (Members, Distinguished Clients and Patrons)

  • Primary contact for membership inquiry, benefits, changes to allocations, orders, billing & shipping information updates, and visitation requests. Responds in a gracious and timely manner.
  • Initiates communications with new members to welcome them, effectively answer any questions, and establishes a relationship.
  • Offers and coordinates member priority access, assists with planning unforgettable visits (often customized), gifts, answers questions about specific vintages and special formats, events, and wine service.
  • Responsible for incoming and outgoing correspondence with current and potential members.
  • Acts as liaison between Private Clients, Members, Sr. Management (as appropriate), and Hospitality Director by offering booking and special experiences at the winery. Communicates effectively with Guest Relations and Direct Marketing Manager to insure smooth execution of special offerings.
  • Invites Private Clients and Members to events, both local, and in-market; offers special access to new and special vintage releases in a bespoke manner.

Other Support

  • Supports Direct to Consumer Coordinator with customer service, and gift cards on weekends, during peak periods and for vacation coverage. 
  • Assists in coordination of direct marketing campaigns, holiday gifting and corporate gift orders.
  • Following each customer interaction, systematically reviews and updates contact records. Maintains complete record of compliments, issues or complaints and actions taken.
  • Other duties as assigned
  • Friday – Tuesday, flexibility of schedule including occasional Wednesdays, Thursdays, and evenings.
 
Position Requirements

JOB REQUIREMENTS

Education and/or Experience

Three to five (3-5) years’ experience working at a luxury winery, hotel, or restaurant. Experience working as a member relations representative, member coordinator, a luxury concierge or in VIP services preferred. Understanding, desire, and ability to represent Opus One so as best to promote its wines and image.  Foreign language skills (French, German, Japanese, Chinese, or Spanish) preferred; college degree or college level coursework preferred; knowledge of viticulture, winemaking, wine marketing, and/or wine tasting preferred. 

Skills

Knowledge of Microsoft Office (Word – including mail merge, Excel, Outlook, and Power Point), 50 WPM typing, Microsoft Dynamics CRM, ShipCompliant, Commerce7 and MailChimp preferred; wine club management software experience preferred; ability to prioritize and meet all deadlines; ability to work quickly and accurately; well-developed analytical, interpersonal, oral, written and problem-solving skills required. Excellent English written and verbal communication skills and able to communicate both within and outside of the organization, with  a positive and enthusiastic attitude are required. Pleasant, articulate, and courteous phone manner required, including the ability to communicate clearly with customers who do not speak English fluently.  Must have proven excellent customer service skills.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to use hands and/or fingers to handle or feel.  The employee frequently is required to be stationary for some time.  The employee is occasionally required to move around within the workspace.  The employee must have the ability to taste, discriminate and describe on a blind basis a wide range of wines and foods and must have the ability to speak without amplification for a minimum of 4 hours.  The employee must occasionally move up to 40 pounds.  Specific vision abilities required by this job include close vision.

COMMITTMENT TO SUSTAINABILITY

Opus One Winery is committed to doing its part to ensure a sustainable future and improve the environmental well-being of our community.  We will continue to ensure minimal impact by continually evaluating our environmental performance and working to improve our program whenever necessary with integrity and purity of focus.

SAFETY DUTIES AND RESPONSIBILITIES

Accident prevention shall be considered of primary importance in all phases of job responsibilities.

  • Follow all company policies and procedures including job safety, safety rules and regulations.
  • Assist management to provide safe and healthy working conditions at all times.
  • Immediately report all unsafe conditions, work-related accidents, and illnesses to Safety Manager and supervisor.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Exempt/Non-Exempt Non-Exempt  
Full-Time/Part-Time Full-Time  

This position is currently not accepting applications.

To search for an open position, please go to http://OpusOneWineryLLC.appone.com



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