Lead, Client Care at Constellation Brands in Napa, California

Job Description:

Job Description

Position Summary

We are looking to bring aboard a Client Care Lead at Constellation Brands, reporting into the Sr. Director of Consumer Loyalty. This person will lead a team that manages Client Care for the range of brands for Constellation Brands that are sold Direct to Consumer (DTC) - including but not limited to The Prisoner Wine Company and Robert Mondavi Winery. 

You will lead a team that delivers best-in-class service and ensures that our all our ecommerce consumer’s questions and needs are being addressed in a timely and thoughtful manner. This team will use each interaction with our clients and members as an opportunity to build relationships and have our consumers become life-long brand evangelist.

You will be on the front lines of all communication channels, from our digital Client Care platforms and phone lines to answer the timely questions of our consumers.

Responsibilities: i.e. what’s the job to be done?

• Be responsible for all client communication across owned channels, including but not limited to website client care platforms (Gorgias), email, and phone


• Set the standard of Client Care for the team in your interactions with Clients. 


• Set, communicate, and measure against goals meant to improve both efficiency as well as quality of client care experience. Coach team towards improvement as necessary.


• Train and develop team on process, client engagement tactics, selling tactics, and inform of any larger changes of direction and strategy.


• Collaborate and correspond closely with all other DTC team functions, to share bottom-up customer feedback that helps refine and inform the entire DTC experience.


• Partner with the DTC Marketing & Operations teams to ensure that Client Care oriented KPIs, such as NPS, are maintained and exceeded


• Communicate issues and opportunities with Consumer Loyalty and Wine Club Team when appropriate


• Mitigate and respond to all consumer feedback, taking what could be a negative sentiment, and using it as an opportunity to instead convert a lifelong customer


• Identify and push tasteful, gracious, value-added upsell opportunities to Concierge and Wine Club Managers for additional consumer loyalty.


• Manage team schedules to assure team coverage of the various Client Care platforms during set Client Care response hours.


• Assure that “call volume” is being allocated appropriately across the team. 


• Identify and develop top talent on the team that may be able to elevate to other roles and opportunities in the company as they arise.  

Skills

• At least 3 years managing others in a Consumer Care, Client Care/Services organization.


• Proficiency in Client Care oriented channels, including but not limited to email, chat, and phone. Familiarity with CX platforms such as Gorgias, Zendesk and Aircall a bonus.


• Proven ability to work cross-functionally within large teams to ensure projects are accomplished on time.


• Outstanding Client Care  and overall Communication Skills.


• Weekend and/or Holiday hours may be needed

Physical Requirements/Other

• Must have a valid driver’s license.


• Must be at least 21 years of age.


• Northern California based, with ability to routinely travel to Napa & Sonoma.

Location

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Job Area

Equal Opportunity

Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).