Job Title: Assistant Manager, Wine Club
Reports To: Wine Club Manager
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%
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.
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
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.
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.
Pernod Ricard USA