Mission: The Membership Services Specialist position at Evenstad Estates is responsible for providing exceptional service to wine club members, with a particular focus on outbound sales and outreach campaigns, personalized membership services, and administrative duties crucial to the wine club's success. Responsibilities include editing wine club orders, facilitating declines, updates, and other member services outbound campaigns, assisting with reservations, facilitating point redemption, and maintaining effective communication via phone, email and in-person with our new guests and members alike.
This role offers a unique opportunity to engage directly with our wine club members and VIP clients, fostering strong relationships, enhancing loyalty, and maximizing member retention. By playing a pivotal role in our membership programs, this role contributes significantly to the overall growth and success of Domain Serene.
The ideal candidate for this role possesses a deep understanding and passion for wine, along with exceptional interpersonal skills. They demonstrate a strong commitment to delivering outstanding member and new customer experiences, showcasing expertise in sales, customer service, and relationship building.
Roles and Responsibilities
- Responsible for achieving individual and team monthly and quarterly outbound sales goals
- Report on and participate in weekly vital statistics review of individual stats of total sales, number of calls, number of contacts, number of sales, average order value, and other KPIs lead by Member Services Manager.
- Review best practices, obstacles, and administrative support review with outbound sales team.
- Elevates wine culture and knowledge among outbound sales team. Exudes excitement for the brand and a contagious passion for wine, motivating others to enhance their knowledge of wine.
- Fosters long term relationships with Members through active outreach efforts, including outbound sales, and consistently reviews membership segments to continually engage members at the highest level; ultimately driving maximum retention of members in the Domaine Serene wine club.
- Actively promotes the sale of Domaine Serene wines and Wine Clubs while working closely with leadership to understand and maintain expected levels of performance management and a mindset of ‘every guest, every time’ to drive the overall company mission and vision.
- Facilitates outreach campaigns to membership segments including declines, update needs, membership wellness checks, event invitations and more.
- Drives hospitality sales through experiences and engagement with guests.
- Builds relationships with our Members/VIP’s to increase customer satisfaction and member retention.
- Assist with projects related to member engagement at all tier levels.
- Assist with onsite and offsite member exclusive events.
- Update database for any member or wine club shipment needs as they arise or assigned.
- Agile and enthusiastic learner, who will be comfortable moving fluidly between projects, locations, and roles.
- Communicates effectively using open, professional dialogue and solution focused communication.
- Actively seeks information to better understand company-wide business.
- Works collaboratively in a team environment with a spirit of cooperation.
- Other projects and duties as assigned.
Requirements and Qualifications:
- Bachelor’s Degree or the equivalent combination of education and/or two-four years’ experience is required.
- Minimum of two years’ experience in events or sales is required. Wine experience a plus.
- Has a thorough understanding of the luxury hospitality industry and its standards.
- Extensive industry knowledge related to tasting rooms, hotels, or restaurants.
- Proficient in Vin65/Wine Direct and Tock is a plus.
- Having a demonstrated knowledge of MS Office, including Word, Excel, and PowerPoint.
- Maintains regular, reliable, and punctual attendance.
Company Core Values:
- Excellence
- Passion
- Integrity
- Courage
- Stewardship
Compensation: The compensation package is competitive and includes a robust incentives and commissions program. Additional benefits include health, dental and vision care, a 401(k) program with employer match, term life insurance, paid time off (PTO) and paid holidays.
Job Type: Full-time
Pay: $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person