Private Client Concierge

Job Description:

ABOUT US
The MAKK Group is a luxury wine collective and creative incubator devoted to the pursuit of beauty and the deeper principles that link all forms of making. Working with MAKK Wine, LLC (Antica Terra, Lillian, the Glories, Yes Society, and Beauty School) means taking pride in your work, caring for our clients, and supporting all relationships with grace, consideration, and integrity.

POSITION SUMMARY
The Private Client Concierge provides exceptional operational support and proactive outreach, serving as a vital touchpoint in our membership experience. Reporting to the Director of Private Client Relations, this role ensures seamless execution of daily client interactions, transaction processing, and relationship cultivation with the same precision and care that defines our winemaking.

This position focuses on proactive client outreach, concierge operations, transaction management, and allocation support. The Concierge executes consistent outbound engagement to existing and prospective members, responds to inquiries with warmth and sophistication, processes transactions with exacting accuracy, and supports our wine allocation program while maintaining the exclusivity and prestige of our member relationships.

We seek a personable individual who approaches each interaction with grace and enthusiasm, thriving in both proactive outreach and responsive service. The ideal candidate possesses exceptional organizational abilities, communicates with clarity and warmth, demonstrates natural sales instincts, and appreciates the artistry behind our wines, translating that appreciation into thoughtful client service.

PRIMARY RESPONSIBILITIES

Proactive Client Outreach & Relationship Building (30%)
Outbound Member Engagement: Execute consistent outreach to existing members via phone, email, and text. Nurture relationships through personalized follow-up, allocation reminders, exclusive previews, and thoughtful check-ins.
Prospective Client Development: Generate and qualify leads through proactive outreach. Guide prospective members from initial contact to conversion with warmth and sophistication.
Pipeline Management: Maintain robust outreach pipeline, tracking touchpoints and conversion progress. Consistently achieve monthly outreach and membership acquisition targets.
Relationship Cultivation: Build long-term relationships through personalized communication. Anticipate needs, recognize preferences, and deliver exceptional service.

Client Concierge Operations (30%)
Client Communication: Answer calls and inquiries with grace and precision. Ensure accurate message capture and seamless information sharing across the team.
Reservation Management: Process booking inquiries with care, maintaining current availability in reservation system. Initiate communications to confirm and complete reservations.
Hospitality Coordination: Share client insights including history, preferences, dietary considerations, and special occasions to enable personalized service. Assist with offsite Private Client events.
Client Record Maintenance: Update and maintain comprehensive client records that enable increasingly personalized offerings and service approaches.

Transaction Management (25%)
Order Processing: Execute wine orders with meticulous precision, ensuring accuracy from selection to fulfillment.
Payment Administration: Handle payment processing, invoicing, and account reconciliation with discretion and accuracy. Maintain strict confidentiality.
Shipping Coordination: Coordinate shipping logistics for timely, secure delivery. Communicate proactively regarding order status, tracking, and delivery confirmation.
Transaction Documentation: Maintain detailed transaction records supporting client service excellence and operational integrity.

Allocation Support (15%)
Allocation Communications: Process client responses, answer questions about offerings, and facilitate order placement during release periods.
Waitlist Administration: Manage waitlist tracking and communicate status updates with sensitivity and professionalism.
Release Logistics: Coordinate allocation fulfillment, ensuring accurate processing and timely communication throughout release cycles.
Client Feedback Collection: Gather and document client feedback regarding offerings, preferences, and satisfaction to support program refinement.

QUALIFICATIONS & SKILLS

Required
2+ years in client service, sales, luxury retail, or hospitality.
Proven success with outbound phone-based and multi-channel outreach.
Natural relationship-building abilities with exceptional interpersonal skills.
Strong written and verbal communication with sophisticated, warm tone.
Exceptional organizational skills with meticulous attention to detail.
Proficiency in Microsoft Office Suite and client management systems.
Ability to maintain strict confidentiality.
Professional demeanor during high-activity periods.
Self-starter who thrives independently and collaboratively.
Must be 21+ years of age.

Preferred
Wine industry or luxury hospitality experience.
Familiarity with CRM systems and reservation platforms.
Knowledge of fine wines and wine culture.
Outbound sales or client development experience.

WHAT WE OFFER
Join a collaborative team united by passion for beauty, quality, and innovation.
Contribute to unforgettable client experiences showcasing artisanal winemaking excellence.
Opportunity to grow and develop expertise in luxury wine client relations.
Competitive compensation package recognizing your expertise and contributions.

DEI STATEMENT
The Company is committed to creating a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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