Guest Service Manager

Description Summary of Position Responsible for the day-to-day operations of Stag's Leap Wine Cellars, Antinori Napa Valley, Col Solare, and 26Generazioni membership programs and general customer service. This role develops and manages the Membership & Guest Services team, which delivers outstanding service while driving both wine sales and membership retention. Classification Full-Time, Salary/Exempt Compensation $95,000 - $105,000/year Reports to Director of Membership & Private Client Sales Essential Duties Oversee the Membership & Guest Services team, ensuring they provide exceptional membership and general customer service support for Stag's Leap Wine Cellars, Antinori Napa Valley, Col Solare, and 26Generazioni. Support the team in acquiring new and retaining existing club members through proactive customer engagement, follow-up, and outstanding customer service across all interactions (phone, email, and in-person hosting as needed). Develop and manage team incentive plans and provide monthly reports to payroll for processing. Manage the execution of membership releases, including inventory volume planning, Commerce 7 club package setup, member communication, processing, and order resolution. Oversee the development and distribution of release newsletters, digital newsletters, transactional emails, and membership event emails. Collaborate closely with the DTC Operations Manager to address membership inventory needs, compliance updates, and pre-release checks. Ensure all membership information, including collateral and online content, is current and accurate. Lead the team in delivering exceptional customer service via phone and email, resolving shipping issues for club, tasting room, and web orders. Ensure timely communication with customers regarding delivery exceptions, weather holds, and order delays. Hire, train, coach, and support the Membership & Guest Services team. Oversee team communication, scheduling, timecard approvals, annual performance reviews, and coordinate team meetings and individual check-ins. Track and regularly report on membership metrics and key performance indicators. Maintain regular communication with visitor center teams and management to keep them informed about membership events, release information, and membership incentives. Partner with Special Events and Hospitality on successful events and promotions. Complete other assignments and special projects as assigned. Requirements Experience managing a club membership program is required. Experience in the luxury goods sector is highly desirable. Strong understanding of wine club membership models and DTC wine shipping best practices. Exceptional leadership and team management skills with experience in hiring, training, and developing staff. Strong customer service orientation with a proven ability to resolve issues efficiently and effectively. Excellent verbal and written communication skills. Proficiency in using CRM (e.g., Commerce 7) and fulfillment systems. Strong organizational skills with the ability to manage multiple tasks and projects simultaneously. Analytical skills to track and report on key performance indicators and membership metrics. Ability to work collaboratively across departments and build strong relationships with internal and external stakeholders. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Benefits Medical, Dental, and Vision Supplemental Insurance available Employer paid Life, AD&D, and STD 401k Plan w/match Paid Vacation Time Paid Sick Time Opportunity for career advancement and continued education We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. #J-18808-Ljbffr