Customer Relationship Manager

A Virginia vineyard team is growing and seeking an individual who has a passion for food and wine and is also dedicated to building positive relationships in the community!

The Customer Relationship Manager will be responsible for managing the Wine Club service, subscription membership and member relationship. Additionally, the Customer Relationship Manager will actively mine data to optimize sales and develop retention strategies. This individual will work in tandem with the Director of Marketing to oversee the E-Commerce Sales and will strengthen the bond with members through revenue growth and assist with the development of an annual production strategy. The Customer Relationship Manager reports directly to the General Manager and Director of Wine and Hospitality.

Benefits: 

We offer a balanced healthy lifestyle with reasonable hours, competitive salary + bonus and full benefits.

What the Customer Relationship Manager does:

Wine Club Management

• Manage all aspects of quarterly wine shipments, from communication to processing to fulfillment.
• Craft top-notch promotional strategies to gain new members throughout the course of the year. 
• Address retention by implementing creative and informed programs that improve the connection between the winery and club members.
• Work with the Director of Wine & Hospitality to increase conversions, improve sales tactics among tasting room associates, and design creative incentives to boost club membership.  
• Work with the events team, culinary team, and tasting room team to coordinate and execute club weekends and corresponding events. Ensure club weekends are optimized both in terms of revenue generation and appropriate programming that will increase affinity.
• Coordinate with the Head Winemaker on selections for the wine club, and work with our leadership team to select interesting Virginia wines.
• Manage and assess all aspects of our shipping fulfillment partner. Manage all internal packing of club orders.
• In tandem with the Director of Marketing, manage all aspects of communication for the wine club, including wine release emails, reminder emails, being the point of contact for all club related issues from members, coordinating quarterly collateral development (e.g., wine club letters and recipe cards, etc.)  
• Create and distribute quarterly wine club reports and operational summaries to the executive and accounting team. Use detailed analysis to spot trends.
• Create an annual plan for wine club initiatives and contribute to development of the annual budget with the Director of Marketing and executive team.
• Stay abreast of best-in-class wine club practices and implement tactics that distinguish our club.
• Inventory packing and shipping supplies to ensure we are always prepared. Additionally, keep an eye on supply costs to see if we can reduce overheads.

E-Commerce  

• Work with the Director of Marketing to drive revenue through digital channels including our online shop and innovative channels.  
• Oversee execution of e-commerce orders, ensuring accurate fulfillment by our packing associate(s).
• Manage inventory of the winery’s SKUs, packing materials, etc.  
• Work with the Director of Marketing on promotional planning and campaigns, including product creation, social media promotion, and email design.
• Keep the online store up to date, well-designed, beautiful, and shoppable. Always work to improve the shopping experience.
• Ensure online fulfillment is being managed and executed efficiently and accurately.  

Compliance and Administration

• Serve as the compliance checkpoint before launch to consumer; all products need to be appropriately set up in TTB and point of sale system.  
• Review inventory monthly to keep business units in the loop on overages or upcoming out-of-stock SKUs.
• Complete the Item Set Up of new SKU’s and import all corresponding information into the point-of-sale system.
• Familiarize and follow all laws set for farm wineries by the Virginia ABC/TTB

Analytics

• Prepare monthly reports on email campaigns, Google Analytics, and social media. Serve as point of contact on data mining and analysis- especially those related to club and online sales.
• Leverage weekly reporting to advise teams on the performance of key business metrics. Share data across relevant business units that will allow the winery to improve Direct to Consumer sales.

Miscellaneous

• Ongoing ability to work select weekends and evening that are important for Member Club to bolster acquisition and improve performance.  
• Assist the Director of Marketing with social media projects as time allows. It is understood that there will be periods of time when all effort will be required for club processing, but in those instances when club activities are less significant bandwidth will be used for marketing activities.
• Maintain a clean and organized packing/storage space on the property.
• Stay educated about the world of wine, both in styles and varietals and continue to pursue wine assessment knowledge.