Membership Coordinator

1 week ago

Oakville, Canada Tasting Room Expo Full time

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, 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. The Membership Coordinator 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 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 Commerce 7, ShipCompliant, CRM, etc. This includes planning, compliance, patron outreach and correspondence, Commerce 7 set up, batching, processing, archiving, weather holds, exceptions, pick up, returns, 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 and communications.
Leads the successful coordination of membership events at the winery and in-market, organizing event logistics, managing member communication, guest names, dietary restriction details, creating biography binders of all attendees for leadership hosts.
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 processes 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, Senior 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 ensure 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.
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.

Additional Support

Supports Direct to Consumer Coordinator with customer service, gift cards on weekends, during peak periods and for vacation coverage.
Supports DTC digital platforms' functionality and implementation. Contributes to development of SOP, trains team on new processes, performs duties that help to ‘stand up' and maintain the DTC tech stack.
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.
Friday - Tuesday, flexibility of schedule including occasional Wednesdays, Thursdays, and evenings.

QUALIFICATIONS

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.

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.

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: $26.00 - $36.00 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.

To view the comprehensive job description, please visit our careers page.

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