Loyalty Program Manager (Club Manager)

Job Description:

Jordan Winery is seeking a highly motivated and relationship-driven professional to lead and grow our loyalty and guest engagement programs. At the core of this role is the management and growth of Jordan Estate Rewards, our loyalty program designed to reward purchases, deepen brand loyalty and build lasting guest relationships. Through exclusive benefits, access to limited releases and experiences and personalized communications, the program drives engagement, retention and measurable revenue growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Management & Leadership Responsibilities (50%)
-Assist in the leadership of loyalty and member experience staff, including hiring, onboarding, training, coaching, performance management, recognition and professional development
-Maintain advanced proficiency in the winery’s CRM and reservation systems to support daily operations and assist team members as needed
-Plan, prioritize, and oversee multiple projects, initiatives, guest inquiries
-Analyze guest and sales data to identify trends, opportunities, and performance gaps to guide program optimization/decision-making
-Lead the strategy, execution, and continuous improvement of Jordan’s loyalty and guest engagement programs to drive enrollment, retention and revenue growth
-Analyze key performance indicators (KPIs) related to loyalty participation/overall program performance
-Build strong, trusted relationships with guests to deepen loyalty, elevate the guest experience/increase value
-Support campaigns, promotions, special events, and guest initiatives tied to loyalty and DTC growth
-Work with external vendors on e-commerce and loyalty initiatives in alignment with leadership direction
-Develop/maintain reporting, dashboards, and performance summaries to communicate results, insights/recommendations
-Actively represent/promote Jordan Winery within hospitality community, maintain strong professional relationships with industry partners/leaders
-Adhere to all safety policies/procedures, report any safety concerns
-Perform other duties as assigned by the Director of Estate Services & DTC

Hospitality, Guest Experience, & DTC Support (30%)
-Working closely with hospitality, guest services and marketing teams, this position ensures our loyalty initiatives align with Jordan’s brand standards
-Serve as a primary contact for loyalty and e-commerce inquiries, delivering warm, timely, and professional service by phone, email, and in person
-Act as the central liaison across all DTC order channels, including individual orders, corporate gifting, and multi-package orders, working closely with the Member Experience Coordinator and Guest Services teams
-Manage tele-sales and outbound guest outreach and support order fulfillment across all DTC channels
-Coordinate loyalty member event communications, event details, and guest lists alongside the Member Experience Coordinator
-Ensure elevated handling and greeting of all loyalty members in alignment with our service standards
-Provide coverage and operational support for the loyalty and member relations function, including cross-coverage as needed
-Attend all winery hosted member and consumer events, provide support to winery hospitality operations as needed, including guest check-in, wine service, and event setup for on-site and off-site events
-Serve as Manager on Duty, as assigned, to support daily winery and guest services operations

Digital Operations & Systems Support (20%)
-Ensure accurate and timely data entry and maintenance within CRM system, including guest profiles, loyalty points, orders, tracking, and delivery information
-Support CRM program operations and projects, including user access, promotions, event ticketing, coupons, automated communications, and system updates
-Coordinate with fulfillment partners and internally on shipments, re-routes, replacements, and service recovery
-Maintain a strong knowledge of inventory, gift boxes, packaging supplies, tax requirements, and compliance for all wine and non-wine items sold through e-commerce
-Prepare and provide daily dropship reporting to the Controller as required
-Coordinate and ship promotional gifts, VIP member gifts, gift cards, gift certificates, and social media giveaways

QUALIFICATIONS
-Exceptional people skills, with energetic and positive attitude
-Bachelor’s degree in hospitality or related field
-Minimum 5 years’ experience in a luxury hotel, winery, or restaurant environment, with demonstrated experience in CRM, loyalty, or DTC roles
-Flexible and adaptable, ability to adjust schedules and responsibilities as needed, including evenings, weekends, and holidays
-Demonstrated ability to lead with professionalism, warmth, and discretion in a guest-centered setting
-Strong organizational, leadership, and problem-solving skills, with exceptional attention to detail
-Self-motivated and accountable, with the ability to work independently and make decisions in a fast-paced environment
-Excellent verbal, written and interpersonal communication skills with the ability to collaborate
-Proficient in Microsoft Word, Excel, Teams, Outlook; experience with CRM platforms required
-Experience with Commerce7 & RedChirp (SMS) is a plus
-General knowledge of marketing/social media platforms is a plus

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
-Able to lift/carry 50 pounds
-Able to sit or stand for hours at a time
-Noise level in the environment is usually moderate

COMPENSATION & BENEFITS
-Starting $29/hour plus competitive commission structure
-Health insurance (medical, dental, vision, life)
-401k program/company match
-Paid vacation, sick, holiday time
-Employee discounts

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