Memembership Manager (Wine Jobs: Management & Administration)

Full Time

  Nelson Stafifng (http://www.nelsonjobs.com)

  Napa, California

 

Membership Manager

 

 

Beautiful Napa Winery with a reputation for excellence is looking for a Membership Manager to join their team!

 

Membership Manager plays a key role in promoting loyalty endeavors and membership retention, drives increased spend and return visitation from existing members and their referrals and is involved in strategic sales campaigning via phone, email and traditional mail marketing.

 

Loyalty Growth and Member Retention

Concept, analyze, propose and implement plans that will improve and enhance the First Offering membership program for company and all participating members.

  • Enhance programming for members to attract return visitation. Propose creative membership benefits expansion with cost analysis and expected gains. Responsible for timing and execution of approved member campaigns.
  • Establish benchmark dates in member lifecycle and develop associated actions to drive retention. Ex. winery gift/exclusive invitation 3 months prior to prospective cancel date (based on analysis of membership tenure averages)
  • Improve service protocols: identify key members from Concierge booking reports, add personal notes for host to acknowledge member and elevate experience through a set of amenities.
  • Analysis of First Offering Incentive program: review staff performance and offer personalized coaching to front line sales staff to improve quality of signup, build excitement on program benefits, inform on release schedule and proper messaging. Lead team training on recognizing cues and improving growth of leads lists, ex. prospective corp. gifting clients

 

 Club Operations

  • Ensure timely and efficient management of annual release schedule, club billings, eight annual releases plus weekly ‘welcome’ orders for new enrollees, member account updates, pre-/post- release calls and emails to inactive/declined cardholders
  • Pack projections and inventory movements between fulfillment centers
  • Seasonal planning and scheduling of shipping services
  • Oversight of general club administration
  • Occasional hosting of First Offering members at the winery and for special events with goal of building relationships and prolonging membership tenure

Client Communications + Sales Outreach

Improve service, reputation, and optimize member purchases outside of club, capitalizing on remarketing opportunities

  • Increase personal interaction via phone and email, segmenting offers and action plans based on contacts. Emphasis on aging members (3+ year tenure at risk for attrition).Proactively reach all members at least once per year as a service gesture, survey relevant questions, highlight offers/invitations, remind on membership benefits or new opportunities
  • Follow up on leads from client interest lists and those cultivated in Tasting Room and outside events, member referrals and other networks – focus on profitable acquisition of new members outside of Tasting Room
  • Welcome all new First Offering members by phone/email, introduce self and service team as primary contacts for all future membership, service and ordering needs.

 

Business Insight and Growth Analytics

Utilize club KPI’s for better insight and analysis of our membership base. Rely on benchmarking to establish company-wide awareness of our successes/challenges, communicate these effectively and pair with proposed actions

  • Membership analysis includes: lifetime spend avg, annual spend avg, avg. tenure (months + years), cancel reasons, AOV’s ($ and cases) both in and outside of club purchases, cost of acquiring new clients
  • Financial club release analysis includes: conversions, attrition, net growth, decline rates on release, post-billing revenue recoup rates, comparison to budget and forecasting varietal sales through EOY.
  • State-of-state Membership report with highlights and notables. Monthly report includes: YTD member count clubs enrolled, signup and attrition rates by month and member tenure, net revenue and case growth/loss, average member value and avg. member volume by case, all with benchmark comparisons.
  • Ad Hoc reporting for marketing campaigns – ex. email campaign efficacy

 

Email Dorothy Jensen at djensen@nelsonstaffing.com

 

 

 

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