Assistant Manager, Wine Club

Pernod Ricard USA Rutherford , CA 94558

Posted 4 months ago

Job Title: Assistant Manager, Wine Club

Department: Direct-to-Consumer

Reports To: Wine Club Manager

Position Summary:
The Assistant Manager will assist the Wine Club Manger in overseeing the club operations and customer service teams for Mumm Napa and Kenwood Vineyards. This individual will be responsible for the day-to-day operations of the wine club sales & service channels which includes coaching and delegating responsibilities to the wine club representatives. This position reports to the Wine Club Manager.

Major Responsibilities / Accountabilities

Personnel Management: 50%

  • Responsible for the team performance from achieving defined business goals to managing the performance of direct reports by establishing goals, tracking achievements and working with individual team members to create development plans

  • Ensure customer service representatives know daily as well as weekly priorities and stay on task, divide and assign tasks as necessary

  • Help team prioritize tasks to ensure customer service phone coverage and sales momentum is maintained

  • Coach representatives to provide impeccable service and proper phone and email etiquette

  • Oversee adherence to standard operating procedures for order fulfillment

  • Leads team to meet or exceed sales goals based on annual budget

  • Trains and onboards new hires to the club department

  • Coordinates the cross training of department staff with Visitor Center systems and functions

  • Ensures the processing of timecards for non-exempt staff members and the calculation of monthly wine club sign up incentives and timely submission to HR

  • Takes active role with the staff and the team in the visitor center to build employee unity; being a positive example for customer experience and to evaluate retail customer service

Club Batching and Processing: 20%

  • Plan shipment and process dates for club selections

  • Assist in club shipment product selection and pricing

  • Build order batches for club selections and ensure current direct shipping laws for each state are adhered to

  • Facilitate custom club selections by working with customer service team to update batched orders

  • Process all club order batches on the appropriate date

  • Distribute and maintain call lists to customer service team for declined credit card orders and paid not picked up will call orders as a result of club batch processing

  • Document batch sizes for all club tiers and order decline rates at the beginning and end of each club shipment month

Business Planning: 15%

  • Assist in annual and long-term club shipment plan and budget forecasting

  • Assist in wine club strategy planning that defines club-exclusive benefits, club event planning, marketing campaign execution and fulfillment of long-term plans for wine club shipments and written material, coordination with Warehouse and shippers

  • Assist in process change and innovation that will lead to departmental improvements and club growth

Outbound Telesales Management: 10%

  • Plan and execute outbound telesales campaigns under the guidance of marketing and Wine Club manager

  • Provide call lists and promotion parameters to Wine Club team members

  • Document campaign success and provide sales reporting

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES: 5%

  • Performs all related duties as assigned

Nature & Scope:

Position works under the direction of the Wine Club Manager; and closely with the Visitor Center Management Team. The position is based at Mumm Napa and occasionally at Kenwood vineyards winery location. Working some weekends may be required. Typically works with multiple members of Mumm Napa & Kenwood winery including, but not limited to, Winemaking, Marketing, Operations, Finance, and Human Resources. Communication can include sensitive information requiring complete confidentiality and discretion in dealings and contacts. Decisions impact the group and organization as a whole.

Key Competencies:

Education:

  • Bachelor's degree or equivalent in experience and training preferred. College-level marketing courses, wine courses or other relevant training, a plus.

Experience/ Background:

  • Minimum 2-4 years' experience in the luxury wine industry with emphasis on exceptional guest service, direct to consumer sales and personnel management

  • Minimum 1-2 years management experience

Required Skills/Competencies:

Ability to function independently to prioritize vast number of daily tasks for the team

Proactive and comfortable being empowered to make decisions that positively affect the customer's experience and support business priorities

Strong sales acumen and motivation to hit sales goals

Extensive knowledge on processing and fulfillment experience with winery POS systems

Exceptional oral and written interpersonal communication skills

Excellent problem solving, troubleshooting and customer service skills

Strong attention to detail combined with analytical abilities

Must be a team player - able to encourage, motivate and cooperate with team members

Strong proficiency with Microsoft Office (Word, Excel PowerPoint, Access, Outlook); prior experience with database management systems and POS

Good fiscal management skills, basic understanding of P&L

Basic wine knowledge or desire to learn about wine

Travel: 0-5% of time

Who are we?

Pernod Ricard USA is the premium spirits and wine company in the U.S. The company's leading spirits and wines include such prestigious brands as ABSOLUT Vodka, Chivas Regal Scotch Whisky, The Glenlivet Single Malt Scotch Whisky, Jameson Irish Whiskey, Malibu, Kahla Liqueur, Beefeater Gin, and Avin Tequila (through a joint venture with Tequila Avin); such superior wines as Jacob's Creek and Brancott Estate; and such exquisite champagnes and sparkling wines as Perrier-Jout Champagne, G.H. Mumm Champagne and Mumm Napa sparkling wines. Learn more about our history, values, strategies and organization by visiting us at http://www.pernod-ricard-usa.com/

Working at Pernod Ricard

Working for Pernod Ricard USA means working for the co-leader in the global wines and spirits industry and having the opportunity to work with great people and great brands in diverse and challenging roles. Our success is the result of the passion and creativity of our people, our exceptional portfolio of leading premium brands, and a shared commitment to our values of entrepreneurship, mutual trust, and a strong sense of ethics. Pernod Ricard USA rewards both individual initiative and a spirit of collaboration, and encourages ongoing professional development. Pernod Ricard USA recognizes the importance of continuously building upon our diverse workforce and inclusive culture. We believe in championing an inclusive culture that embraces differences and encourages employees to challenge themselves and their colleagues.

Benefits

Pernod Ricard USA offers competitive compensation, performance bonuses and domestic & international career development opportunities.

  • Pernod Ricard USA is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

  • Offers will be subject to United States local terms.

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Assistant Manager, Wine Club

Pernod Ricard USA