POSITION SUMMARY
The Membership Experience Lead 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, this 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 management and execution of membership service, operations, and fulfillment.
ESSENTIAL DUTIES AND RESPONSIBILITIES Other duties may be assigned:
Membership Allocation Planning, Execution, Order Processing
• Process membership sign-ups in a timely manner, maintaining contact with new members in the process of the allocation membership.
• Communicate to new members about the benefits of our allocation membership.
• Organizes and executes in a timely manner the bi-annual member allocation utilizing Commerce7, ShipCompliant, Klaviyo, CRM, and other platforms, as they are identified and implemented. This includes executing on the operational and fiscal needs of the membership including patron outreach/correspondence, batch processing, and email communications.
• Create, capture, and leverage member information within our CRM platform and regularly update notes from personal outreach, visitation notes.
• Leads the successful coordination and execution of member campaigns and communications.
• In partnership with the Guest Relations team, manage will-call orders, notifying members when order is available for pickup, and coordinating with the Guest Relations team by placing a reservation for the pickup. Be available to greet members when they arrive to pick up their allocation.
• Contributes ideas on how to develop, refine, and implement processes and procedures to provide excellence in all aspects of the member experience.
• Develop, lead and oversee meaningful touchpoints with our Guest Relations team for a defined Member Experience to increase engagement and retention.
• With assistance from the DTC/GR Data Analysis, identify key metrics to measure attrition, retention and potential for growth among the membership.
• Compile monthly, semi-annual and annual reporting on growth, sales, visitation, engagement, and other key metrics of membership for Direct Marketing Manager to co-present.
Membership Relations
• 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 answers any questions, and establishes a relationship.
• Offers and coordinates member priority access, assists with planning unforgettable visits (often customized), gifting needs, 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 Members, Sr. Management (as appropriate), and Events Curator by booking special experiences for members at the winery. Communicates effectively with Guest Relations and Direct Marketing Manager to ensure smooth execution of special offerings.
• Invites Members to events, both local, and in-market; offers special access to new and special vintage releases in a bespoke manner.
• Acts as personal concierge for members when they are visiting the Napa Valley or Bordeaux, creating agendas, scheduling visits to other wineries, restaurants, and activities.
• Lead the successful ideation and coordination of membership events at the winery and in-market; leading event logistics, managing member communication, and communicating to various departments at the winery.
• Develop and oversee execution of all formal invitations for members, working with vendors and to ensure aesthetic meets brand guidelines.
• Oversee all direct marketing and email correspondence with membership, utilizing platforms designed for such communication.
• Plan, coordinate and execute annual gifting strategies for members.
Additional Support
• May support Direct to Consumer Coordinators with customer service and gift cards, during peak periods.
• Assists in coordination of direct marketing campaigns as they pertain to CURIA members.
• Flexibility of schedule to be present during member functions.
QUALIFICATIONS
• Minimum three to five years’ experience working as a member relations representative, coordinator, or manager at a luxury winery.
• Experience in guest-facing role at a luxury winery, hotel, or restaurant.
• Pleasant, articulate, and courteous phone manner required, including the ability to communicate clearly with customers who do not speak English fluently.
• Understanding, desire, and ability to represent Opus One so as best to promote its wines and image.
• Must be at least 21 years of age.
PREFERRED QUALIFICATIONS
• 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.
• Knowledge of luxury goods and travel preferred
We invite all interested candidates to apply, even if you are unsure about whether you meet all the listed qualifications. Opus One Winery is looking for motivated, passionate, curious individuals who believe in our Core Values and Mission.
CORE COMPETENCIES
• Collaboration - Reaches consensus about goals and methods for completing projects or tasks.
• Growth & Potential (A Great Place to Work) - Displays an ongoing commitment to learning and self-improvement, with particular emphasis on developmental areas that are job and/or organization-relevant.
• Integrity & Trust - Personally models behaviors that underscore the importance of honesty, truth, respect, and fairness in interpersonal relations; creates a supportive work environment.
• Job Performance - Displays specialized and/or in-depth skills, knowledge, or judgment associated with the position.
• Growth and Potential - Displays an on-going commitment to learning and self-improvement, with particular emphasis on areas of development.
• Reliability & Time Management - Arrives at work and/or meetings on time, ready to take action on responsibilities.
• Stewardship - Promotes and supports the individual and collective well-being of everyone at Opus One.
• Workplace Safety – Complies with all workplace safety regulations, including cybersecurity.
OUR DEDICATION TO YOU
• Competitive benefits package including 95% employer paid Medical, with 100% employer paid Dental/ Vision/ basic life coverage/ STD/ LTD for both employees and dependents
• 401(k) retirement plan with a 7% employer-only contribution, based on employee annual earnings
• Work life balance
• Possible hybrid work schedule
• Wellness reimbursement
• Tuition reimbursement opportunities
• Up to 40 hours of volunteer time
• PTO; Holiday Pay
• A supportive and collaborative work environment
SAFETY DUTIES AND RESPONSIBILITIES
Accident prevention is of utmost 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 your supervisor.
OUR COMMITMENTS
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.
COMPENSATION: Base Compensation Range: $32.00 – $42.00 USD hourly*
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Opus One Winery is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.
* The base compensation range is base salary only. In addition to base compensation, all roles are eligible for individual performance bonus and company bonus that range from role to role. Some roles may also be eligible for overtime pay. Individual compensation packages are based on factors unique to each candidate, such as skills, experience, qualifications, and tenure with Opus One.
We understand that benefits are also an important piece of your total compensation package. To learn more about our total compensation package, benefits and perks Opus One Winery has to offer, please visit our careers page.
|
Click here for technical assistance.
