Concierge - ICON Wines at Constellation Brands in Victor, California

Job Description:

Job Description

Position Summary

We are looking to bring aboard a Concierge, reporting into the Wine Club Manager on the Direct-to-Consumer (DTC) Consumer Loyalty team. This role will support the Icon portfolio of Brands at Constellation Wines - including but not limited to Schrader® Cellars, Double Diamond, To Kalon Vineyard® Company, and Mount Veeder Winery.

You will deliver best-in-class concierge service to the wineries current wine club members and high value clients and help to bring in new wine club members. You will ensure that our members and high value clients feel like they are part of our community and becomes lifelong brand evangelists. You will be working with current and prospective members to ensure all questions are answered and that value is provided to them on all communication channels (email, chat, phone, and in-person).  Even when the questions are simple and easily referred to our client care or hospitality teams, you will see to it that these members and clients have their issue or request fully resolved.  You will see every interaction with our clients as an opportunity to bring them deeper into our brands and allow them to try additional products and experiences.  You will instinctively find opportunities for customers to gift, plan events, and otherwise invite their personal and corporate networks into the winery.  

You will be on the front lines of all communication channels, from our digital customer service platforms and phone lines to the brand social media channels.  You will foster this community and ensure our clients receive the best service possible.

Responsibilities

• 
  

  Work to build consumer loyalty and wine club membership through proactive engagement.

  
  


• 
  

  Utilize consumer data to strategize and create value added initiatives with DTC team.

  
  


• 
  

  Partner with the Icon Brand Marketing team to answer any escalated client questions needing deeper attention and time.

  
  


• 
  

  At times, work on the floor of the Tasting Room to lead tastings and build relationship with prospective and current wine club members.

  
  


• 
  

  Maintain relationships with Hospitality Staff/ Reservations Team to assist with scheduling visit appointments as inquiries come in.

  
  


• 
  

  Hosts Wine Club Virtual and In Person tastings as required by the business. 

  
  


• 
  

  Be the main contact for high-value clients working to grow relationship with the winery and inform clients of other brands in portfolio that may be of interest.

  
  


• 
  

  Inform clients, when applicable, about corporate gifting programs, corporate event opportunities, and additional winery benefits and offerings.

  
  


• 
  

  Work closely with the Icon DTC and Brand Marketing teams to strategize the consumer journey to inform everything from client care website info, to a highly customized and high-end unboxing experiences.

  
  


• 
  

  Own follow up for all member and high value client service communication across owned channels, including website client service platforms (Gorgias), email, and phone.

  
  


• 
  

  Provide “surprise & delight” experiences for our client base, from hand-written highly personalized thank you notes, to special bottle offerings, to greeting members at the door and walking them to their favorite table when applicable. 

  
  


• 
  

  Identify tasteful, gracious, value-added upsell opportunities at a 1-to-1 consumer level, supporting the DTC Marketing & Operations teams top-line growth focused objectives.

  
  


• 
  

  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 Experience oriented KPIs, such as NPS, are maintained and exceeded.

  
  


• 
  

  Assist in the development of DTC offers including but not limited to current vintage releases, library vintage collections, and large format on platforms such as Shopify and Bloom.

  
  


• 
  

  Mitigate and respond to all client service feedback, taking what could be a negative sentiment, and using it as an opportunity to instead convert a lifelong client.

  
  


• 
  

  Cross-functionally support the Icon DTC Marketing team on Creative campaigns and digital events that tell the story that our Fine Wine portfolio.

  
  


• 
  

  Maintain relationships with our 3PL facilities and an overview of all DTC shipments across Icon Brands to provide high-level and up-to-date feedback to customers and members when needed. Execute any necessary reshipments, weather holds, shipping upgrades, re-routes, and additional efforts our members expect from a world-class concierge service relative to shipping their orders in the most efficient way possible. Provide the best possible service while protecting the quality of our wines in transit.

  
  

Minimum Qualifications

• 
  

  5 years of relevant experience in customer service and/or luxury/fine wine & spirits

  
  

• 
  

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

  
  

• 
  

  Napa & Sonoma based or willing to drive to Napa frequently required

  
  

Preferred Qualifications

• 
  

  Highly educated in fine wine & production. WSET, CMS, or CWS certifications are a big plus.

  
  


• 
  

  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.

  
  

ASPIRA, Fine Wines & Craft Spirits is a division of Constellation Brands. Constellation Brands is a producer, creator and marketer of beer, wine & spirits brands that people love. Constellation Brands is the fastest-growing large CPG company in the U.S at retail with operations in the U.S., Mexico, New Zealand, and Italy.

Location

Field Office - CA - Napa/Sonoma/Solano

Additional Locations

Job Type

Full time

Job Area

Marketing

The salary range for this role is:

$67,700.00 - $99,500.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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).

Salary:

$83,600.00

Apply Now