POSITION TITLE: DTC Manager: Wine Club and eCommerce CLASSIFICATION: ExemptDEPARTMENT: Club (DTC)SUPERVISOR: Director of Sales & Hospitality

Position Summary:Under the general supervision of the Director of Sales & Hospitality, the DTC Manager is responsible for managing and enhancing the wine club experience, driving direct-to-consumer (DTC) sales, and maintaining positive and lasting relationships with club members. This position oversees the administration of wine club operations, including customer engagement, wine shipments, and e-commerce. This position will work with the Community Manager on all club events and provide support for large-scale events. Perform all duties in a positive manner with the intent to contribute to VARA’s purpose: “To sell more wine and spirits profitably while creating unique and memorable experiences for our customers.”

Essential Duties & Responsibilities:NOTE: VARA may unilaterally change the requirements of this job description at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These include, but are not limited to, the following:

Evaluate and adjust the offerings, benefits, and structure of the club(s) with direction from the leadership team.
Oversee the enrollment, maintenance, and retention of wine club members.
Regularly communicate with members via email, phone, and in person to ensure satisfaction and encourage renewals and referrals.
Recommend and coordinate selections in collaboration with the Production Manager, winemakers, the Marketing team, and the Sales team.
Oversee club runs; ensure boxes and other supplies are stocked ahead of time, planning dates for Fed Ex pick up, Club Pick Up Party, prepping tasting room staff to be prepared & aiding staff in fulfillment during pick up weeks, fulfilling orders, and communicating with Club Members for changes, questions, and concerns.
Ensure timely and accurate delivery of wine club shipments, timely payment processing, and efficient resolution of any payment issues for club and web sales.
Monitor feedback from guests and staff and formulate assessments to enhance the experiences provided continuously.
Train hospitality and customer-facing staff on wine club protocols.
Address and resolve member concerns or issues in a timely and professional manner.
Provide a personalized and high-quality customer experience that reflects the VARA brand.
Work closely with the Marketing team to enhance online presence and drive customer engagement.
Collaborate with other departments to ensure smooth integration of operations.
Foster a culture of continuous learning and teamwork within the organization.
Aid in tasting room service coverage when needed, supplementary or otherwise.
Work with the Community Manager to plan and execute events for club members.
Provide support for large-scale events (on & off-site)
Ensure products available on e-commerce platforms are current and in stock.
Oversee online sales and promotion strategies, setting targets and ensuring they are met.
Manage the online order fulfillment process, ensuring timely and accurate delivery to customers.
Monitor website traffic, sales data, and customer engagement metrics to inform strategies.

Minimum Qualifications:

Associate’s Degree or equivalent experience.
2+ years of experience in DTC or wine club management or related roles in wineries or tasting rooms.
Proficient in Google Suite, Microsoft Suite, and operating systems like Windows and MacOS.
Strong verbal and written communication skills.
Exceptional customer service skills with a professional demeanor.
Knowledge of wine shipping legal compliance and club management software.
Must be able to work in a fast-paced, flexible environment and shift focus when needed.
Ability to analyze and solve problems effectively.
Must have a good driving record, valid driver’s license, vehicle insurance, and a reliable vehicle.

Preferred Qualifications:

Bachelor’s Degree in a related field.
Wine education certifications such as WSET or CMS.
E-commerce management experience.

Desired Attributes:

Pursue the "why" for innovative solutions.
Conduct oneself with transparency, honesty, and ethical standards.
Help foster collaboration and teamwork.
Be willing to explore and share knowledge about wine and spirits.

Working Conditions and Physical Effort:

Repetitive hand and arm motions and prolonged periods of sitting and standing.
Frequent manual dexterity in combination with eye/hand coordination, such as keyboarding.
Ability to lift and move up to 50 pounds occasionally.
Work is generally performed in an office (in-person and/or remote).
Ability to travel (10%) within the metropolitan and surrounding area as needed.
Extended hours and irregular shifts may be required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by the supervisor.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee discount
Flexible schedule
Health insurance
Paid time off
Vision insurance

Shift:

Day shift

Ability to Commute:

Albuquerque, NM 87107 (Required)

Ability to Relocate:

Albuquerque, NM 87107: Relocate before starting work (Required)

Work Location: In person

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DTC Manager: Wine Club & eCommerce