Overview:
Originally planted in the 1880’s, Bouchaine is the oldest continuously operating winery in Carneros, a region on the southern tip of Napa Valley. Our 100-acre estate is nestled against the bay where the wind and fog from San Francisco bring beautiful layers and vitality to our wines. We make over 20 wines including Pinot Noir, Chardonnay, Riesling, Gewurztraminer, Pinot Gris, Pinot Meunier, Syrah, Merlot, and Cabernet Sauvignon. At Bouchaine, our focus is to craft wines with the elegance of Burgundy, the exuberance of California, and the terroir of Carneros. With a commitment to quality and a passion for excellence, Bouchaine Vineyards has garnered a loyal customer base. We are now seeking a dynamic, energetic, positive leader and experienced Wine Club Manager to join our team and further enhance and elevate our wine club.

Job Description:
The Wine Club Manager will play a crucial role in nurturing relationships with our valued wine club members and driving the growth and enhancement of our wine club and customer database. You will be responsible for developing and implementing strategies to increase membership, enhance member engagement, maximize retention, reduce attrition, and achieve annual revenue targets. This position requires a combination of gracious hospitality and customer service, sales acumen, leadership, organizational skills, and data analysis coupled with a solid understanding of what it takes to successfully run and grow a Wine Club.

Key Responsibilities:

1. STRATEGIC PLANNING FOR GROWTH
o Develop and execute strategic wine club programs to achieve acquisition, sales and retention goals, while managing the annual budget and tracking results.
o Collaborate with Director of DTC to create and execute annual programming calendar.
o Maintain and analyze Key Performance Indicators related to sign-ups, cancellations, and active memberships, adapt strategies to drive growth, optimize offerings, and achieve financial objectives.
o Create programming to lead and educate and the Hospitality team to promote clubs and offerings.

2. MEMBER RETENTION
o Continuously strategize and develop Best in Class Club member benefits and offerings.
o Implement programs and exclusive events to engage and delight wine club members, drive loyalty and increase sales.
o Contribute content for newsletters, emails, promotional materials, and other club-related efforts. Assist with executing wine club eblasts.

3. RELATIONSHIP MANAGEMENT
o Retain and enhance the lifetime value of club members through engagement, follow-up, and outstanding customer service, promptly addressing inquiries and resolving issues.
o Connect with key buyers and maintain strong communication to foster loyalty.
o Review tock reservations in advance to identify wine club members and VIP guests, providing helpful insights for hosts within notes.
o Lead initiatives to drive significant club and customer database growth and share best practices.

4. OPERATIONS
o Manage wine club forecasting, club inventory and allocations, and plan shipments.
o Manage flawless execution of club shipments, from communication to processing, credit card decline follow-up, through fulfillment and successful delivery.
o Oversee all pick-up orders. Includes packaging pick up orders, monitoring inventory and closing pick up orders in a timely manner.
o Maintain compliance and direct shipping laws for each state, communicating updates to DTC team.

5. DATA MAINTENANCE & ANALYSIS
o Manage membership and customer databases, insuring accurate and prompt entry of member sign ups, club changes, changes of address/credit card, tags, and key customer information, creating comprehensive customer profiles.
o Develop detailed member profiles and track data such as LTV, retention, AOV, geographic loci, preferences, etc. to identify sales and retention opportunities.
o Leverage data insights, on site experiences, and feedback to make informed decisions that optimize club offerings, promotions, and drive membership.
o Craft monthly management reports summarizing KPIs for executive leadership and owners.

Qualifications:
•  Proven experience in wine club, processing, and backend database management (3+ years). This position is responsible for both the front and back end of wine club management.
•  Required proficiency in customer relationship management (CRM) software, Word, and Excel. Prefer Wine Direct and Ship Compliant experience.
•  Excellent communication and interpersonal skills.
•  Highly organized with attention to detail.
•  Strong knowledge and passion for wine.
•  Strong multi-tasking and time management skills.
•  Ability to work weekends, nights, and holidays as needed to ensure Wine Club goals are met. Working Saturday or Sunday weekly is required.
•  Ability to lift 50 pounds.

If you are a results-driven individual with a passion for wine and a talent for building and nurturing customer relationships, we invite you to apply.