Wine Club & Membership Specialist - Chalk Hill/Hybrid

Job Summary

About Foley Family Wines
Established by Bill Foley in 1996, Foley Family Wines is a portfolio of highly acclaimed wines and spirits from some of the world’s greatest estates. The company owns more than 24 wineries and a distillery, each with its distinct style, legacy, and approach to hospitality. FFW has expanded its portfolio significantly since its founding, with acquisitions that include Chalk Hill Estate Winery, Sebastiani, Roth, Banshee and Lancaster in Sonoma; Merus and Foley Johnson in Napa Valley; Lincourt, Firestone, and Foley Estates in Southern California; Four Graces in Oregon; and Three Rivers in Washington. In 2023, the company began operating Minden Mill Distilling in Nevada. In 2022, FFW acquired Silverado Vineyards in Napa Valley; in 2021, it acquired Sonoma County’s Chateau St. Jean; and in 2020, it purchased Ferrari-Carano in Dry Creek Valley. In addition, the Foley Food & Wine Society offers members a luxury lifestyle community that celebrates culinary experiences, entertainment, and travel in the United States, New Zealand, France, and Argentina.

The Wine Club & Membership Specialist will be responsible for providing best in class customer service to Wine Club members, new guests and beyond. This position reports directly to the Manager, Wine Club & Membership.

This individual brings a solution focused attitude and will go above and beyond to ensure the customer is leaving a phone, email communication or interaction feeling integrated and appreciated for being a part of the Foley family portfolio. The individual possesses a wealth of in-depth knowledge related to customer service, best practices surrounding Wine Club programs, and organizational excellence. The individual has an exceptional ability to think creatively and understand that the customer is the core of our business model. This individual can listen, speak confidently and problem solve the guests needs in the moment. This individual works as a team player across the portfolio to assist in the successful execution of all communication initiatives related to the Wine Club membership.

This is a non-exempt position which sometimes requires overtime, including weekends.

Essential Duties and Responsibilities

· Provides best in class customer service which is relayed through emails, in-person interactions and phone calls.

· Expert level knowledge of all individual clubs is required

· Ownership over batching success rates and proactively fix errors on orders and begin decline credit card campaigns

· Ability to activate on all Wine Club operations, including but not limited too; building email communications, pulling customer lists, building templates, billing batches and other duties as assigned.

· Ensures the success of Chatterbox employees by responding to inquiries and executing on systems as needed.

· Execute on Ecommerce promotions and successfully support increased call volumes during campaigns.

· Work together with the Hospitality Centers and the entire Wine Club & Membership team around initiatives and communications that complement our consumer journey.

· Create SOP’s and train team members on new processes as needed

· Maintain, build and improve Wine Club communications calendar in Monday.com for digital initiatives and collateral/POS initiative as set forth by the management team

· Assist in content creation for Wine Club communications and meeting deadlines

· Proactive in time management. Specifically, Customer Service remains the focus and core in all that we do.

· Coordinate the timely delivery of Wine Club collateral via various channels to ensure deadlines are met

· Learning and proficiency in Service Cloud CRM is a necessary component for success

· Understand and participate in the CSR queuing and ticketing system

· Special events and HC support are required on an as needed basis to support the functions of the Wine Club

· Properly track and report on success of implemented programs

· Supports Wine Club & Membership Leadership and Teams in any aspect, as related to Wine Club programs.

· Conducts self in a manner that drives performance

· Partner with the Hospitality Centers to assist with the planning and execution of membership engagement events as needed.

· Communicates effectively with teammates and managers

· Support peers in developing skills

· Deploy peer-to-peer critical thinking and problem-solving skills when presented with challenges, projects and other duties as assigned.

· Creative in providing solutions when a system is not working.

· Understand, uphold, and train employees on the Foley Family Wines Core Values

· Contribute to a safe and collaborative work environment

· Have a “can do” attitude and is willing to be flexible and adjust as operations shift

Required Knowledge, Skills & Other Abilities

· Must be at least 21 years of age

· Must have excellent verbal and written communication skills

· Must possess excellent critical thinking skills; the ability to “read between the lines”

· Proficiency with Microsoft Office Suite required

· Must have ability to work in a fast-paced environment with accuracy and efficiency

· Must have excellent organizational skills to manage priorities and workflow, and the ability to follow through on projects with minimal supervision

· Must have a commitment to excellence and high standards for hospitality and customer service

· Must demonstrate strong problem-solving and analytical skills

· Must possess reliable transportation to travel regionally, as needed

· Must possess a current driver’s license, maintain current auto insurance coverage, and a clean driving record

· Must have a professional appearance and demeanor

· When necessary, must be able to work a flexible schedule including evenings, weekends, and holidays

Education & Experience

· One to two years of membership services experience, or equivalent, is preferred

· Previous experience with revenue generating membership campaigns is preferred

· Salesforce Marketing Cloud experience is preferred

Physical Requirements

• An employee in this position will be performing a wide variety of tasks requiring attention to detail, calmness and creativity in dealing with employees and customers, and the ability to think and react quickly under pressure
• Ability to communicate in a clear, understandable speaking voice, capable of communicating information to fellow employees, vendors and guests
• Accurate and clear vision and hearing. Ability to work in standing or seated position for extended periods of time
• Ability to repeatedly stoop, lift and carry 40 lb. cases of wine
• Sufficient digital manipulation skills to utilize a computer keyboard
• Ability to walk (for long periods of time) for purpose of event coordination
• Capable of following reasonably complex directions as well as being able to effectively communicate with co-workers and customers by telephone, email and/or in person

Work Environment

While performing the duties of this job, the employee usually works in a moderately noisy office environment with light traffic and business office machines and occasionally exposed to outdoor weather conditions. The employee will also be working in the tasting room/on location at times. The tasting room is a non-smoking work environment. The employee is asked to not smoke during a workday or be free from any smell that may be associated with smoking. No heavy perfumes, hand lotion or hair products are allowed as they can interfere with the tasting of wines.

Company Core Values:
Teamwork – Be Each Other’s Partners in Wine
Commitment – Crush Every Day Like It’s Harvest
Quality – Good vs. Grape: It’s All in The Details
Integrity – It Takes a Vineyard
Safety – Tend the Vines
Entrepreneurship – Love the Wine You’re With
Fun! - Smile! You Have Purple Teeth!

Foley Family Wines provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other characteristic protected under federal, state or local law.

Job Type: Full-time

Pay: $25.00 - $33.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Application Question(s):

• Are you at least 21 years of age?
• Will you now, or in the future, require sponsorship for employment visa status?

Work Location: Hybrid remote in Healdsburg, CA 95448