Job Abstract

About Sterling Vineyards

Internationally known, Sterling Vineyards is one of the most visited wineries in Napa Valley. Modeled after a Greek monastery, the winery sits 300 feet above the valley floor where visitors take an aerial tram to access the top-quality Bordeaux varietals and majestic 360-degree views of Napa Valley.

About the Role

The Wine Club Ambassador will act as the ‘face of wine club’ for consumers as well as the wine club champion & leader at the site, support for management and will help implement core on-site wine club functions – including relationship management, acquisition programs, retention efforts, and customer service – that helps drive club growth and maintain the overall ‘health’ of wine club.

70% Wine Club Focus:

• Wine club growth and member retention are the top priority of this role.
• Become intimately familiar with wine club members and correspond with them personally on a regular basis.
• Improve club customer experience to help extend the average tenure of each member
• Host private tastings for members
• Oversee the tracking and accurate/timely processing and incentive reward reporting of wine club sign-ups
• Help implement and oversee overlay/additional incentive programs to drive wine club sign-ups
• Troubleshoot customer service issues that require additional attention (and liaise with Customer Service Team)
• Help to provide on-going staff training on wine club key topics
• Explain the various processes operations of the wine club.
• Contribute to wine club correspondence via newsletter, email, etc.
• Develop relationship with customers enabling seamless customer service regarding their purchases.
• Manage/monitor shipping activities including returns and claims for onsite Wine Club orders.
• Process change of account information, customer purchase entry, handling special customer requests, follow up on error transactions.
• Assist with marketing efforts to wine club, loyal customers and mailing list customers.
• Manage and increase service level to existing Wine Club customers, growing the Wine Club membership and improving average sales to Wine Club members.

30% Retail Focus:

• Work as Tasting Bar Staff Team member on peak traffic days (Thurs-Sun)
• Facilitates wine sales
• Training staff on seated private tasting experiences
• Promote offers to loyal customers through outbound calls and personalized emails to meet monthly/annual sales goals.
• Represent the winery at offsite events.
• Provide written follow up “thank you” after clients visit winery as well as after significant sales or events.
• Opening and closing duties as needed
• Manage customer service issues in the tasting room

About you

• The ideal team member will have first class customer service skills and a thirst for staying current in the ever-changing wine industry.
• Hospitality skills are an absolute must, as our guests and wine club members are the priority in this position.
• Must be able to present an encouraging, professional, and optimistic attitude at all times and under all circumstances.
• One to two years of wine industry/and or wine club experience highly desirable but not required
• Associate’s degree (AA) or equivalent from two-year college or technical school, Bachelor’s degree desirable
• Solid knowledge and demonstrated passion for the wine industry/terminology/varietals required
• Attention to detail and follow through
• Ability to contribute to a positive work atmosphere communicating with clients, co-workers and management according to established standards
• Must be able to lift 50 lbs (a case of wine)

What’s in it for you

• The opportunity to be bold and make an impact in the world of wine
• Access to the world’s most celebrated wines through our employee product allowance
• True flexibility in determining how, when and where you work to achieve your potential
• Global opportunities across Australia & New Zealand, the US, Asia, UK/Europe
• Opportunity to build a career across multiple functions (we’re really good at doing this!)
• Structured development programs to support your health, wellbeing and career
• “TWEforME Day” – an additional day of leave each year, for you to do you
• Meeting-free Monday mornings (we all love this!)

Culture

We bring our whole selves, we’re courageous and we deliver together – that’s our DNA. We’re a passionate bunch who enjoy working together, like to have fun and keep things down-to-earth. We’re brave enough and care enough to have the right conversations to get the best outcome and are famous for our can-do attitude. We’re definitely “glass half full” people and see challenges as opportunities and move with pace to achieve our goals.

If you’re ready to help us be the world’s most admired premium wine company, please apply now!

Inclusion and Diversity

Just like the wide range and variety of brands in our wine portfolio, TWE embraces diversity and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or on the basis of disability. If you require any assistance to be included in our process, please contact recruitment@tweglobal.com, quoting the job title and reference number.

Pay Transparency Disclosure: The base pay range offered for this position is $26 to $30 per hour plus monthly bonus. These figures represent what we reasonably expect to pay for this position, but the actual compensation offered will depend upon numerous job-related factors, including but not limited to candidate qualifications, skills, experience, education, location, and alignment with market data. Our expectation is that the incumbent will work out of Calistoga, CA. If the incumbent works out of another location, the wage rate may fall above or below this range. Treasury reserves the right to modify the range in the future.