Wine Club Specialist & Concierge

Job Description:

Summary
At VGS Chateau Potelle we believe great wines are made to be shared. The Wine Club Specialist & Concierge Coordinator exists to make that true in practice: to see that every bottle reaches the person waiting for it, and that every member and patron is known, welcomed, and cared for.
The role combines two disciplines. The first is precision: the execution of club releases and campaign offers executed accurately and on time, wine delivered safely, records kept faithfully. The second is warmth: knowing who is visiting, remembering what matters to them.
The position is also the single point of contact between patrons awaiting their wine and our fulfillment partner. When a shipment goes astray, this is the person they speak to, and the person who sets it right.
The winery runs multiple release and campaign cycles each year. The role therefore follows a continuous rhythm of preparation, execution, and follow-up, caring for club members and for the wider circle of patrons who buy through our allocation and seasonal offers.
VGS Chateau Potelle is a small, family-owned Napa Valley winery with over 4 decades of winemaking and nurturing relationships. Our patrons expect to be known, not managed. This position is the steady point of continuity in that relationship.

Core Responsibilities
1. Wine Club Operations
Ensure accurate and timely execution of four annual club releases.
• Execute each club run in Offset Commerce: verify offer setup, confirm member segmentation, process the run, and resolve exceptions
• Process declined and expired credit cards, sequencing member outreach across each run until resolved or closed
• Handle skips, swaps, upgrades, downgrades, and cancellation requests

2. Campaign Execution & Order Support
Support the execution of annual campaign offers, including the annual allocation, seasonal releases, and holiday offers, extended to club members, patrons, and those discovering the wines for the first time.
• Support each campaign across its three-touch structure: email, text, and phone
• Enter orders in Offset commerce, resolve cart, link, payment, and account issues preventing a customer from completing an order, and follow through until the order is placed or closed
• Reach out personally to defined groups, including club members and prior-vintage patrons of the wine being offered
• Maintain accurate allocation standing in Offset across club members, past patrons, and prospective patrons

3. Release, Shipping & Fulfillment
Serve as the interface between customers awaiting their wine and fulfillment provider, and ensure every shipment reaches its owner in good condition.
• Coordinate all shipments with the fulfillment partner, including run files, release timing, carrier selection, and special handling
• Manage weather delays, address changes, shipment exceptions, returns, and damage claims
• Serve as the primary member and customer contact for shipping and delivery inquiries
• Coordinate will-call orders and monitor shipments through final delivery
• Review fulfillment performance and shipping results after each release

4. Member & Patron Care
• Monitor the shared email inbox and text queue alongside the team, taking assigned ownership of requests and closing each one out
• Answer calls, emails, and texts within one business day, in a warm and personal voice that sounds like a person rather than a company
• Process address changes, account updates, payment updates, and shipping preferences
• Welcome new members personally and learn their preferences early in the relationship

5. Member Concierge & Pre-Arrival
See that everyone arriving at the Tasting House & Garden is recognized, remembered, and prepared for.
• Review future reservations daily, identifying members and long-standing patrons
• Handle pre-arrival communication with members, including confirmation, special requests, and logistics
• Coordinate special requests and occasion arrangements with the Hospitality Lead
• Reach out to members we have not seen for some time, or who have not yet discovered the wines beyond their allocation

6. CRM Data Integrity
• Maintain accurate, timely, and detailed member records in Offset
• Record preferences, history, occasions, and notes
• Flag data quality issues and system errors for resolution

Qualifications
• Two or more years in winery direct-to-consumer, wine club, luxury hospitality, or high-touch customer service
• Demonstrated precision and discipline with deadlines, alongside genuine warmth with people
• Excellent written and spoken communication, and the ability to write in the winery's voice: warm, personal, unhurried, and never transactional.
• Experience with CRM and order management systems; familiarity with Offset Commerce, ShipCompliant and TOCK preferred
• Familiarity with email and SMS marketing platforms, particularly Campaign Monitor and RedChirp, is a strong advantage
• Understanding of wine shipping logistics, carrier processes, adult signature requirements
• Comfort working to a continuous rhythm of release and campaign deadlines
• Proficiency in Microsoft Office
• A working knowledge of wine and the Napa Valley, and genuine curiosity about both
• Proactive, reliable, with exceptional attention to detail
• Able to work in both a collaborative team environment and independently
• Based within commuting distance of St. Helena; this is an on-site role with possible accommodation for occasional remote work.
• Able to work occasional evenings and weekends for release cycles and member events
• Professional appearance required

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