DTC & Wine Club Operations Manager

We are a digital-first winery built on passion, exceptional quality, and deep connection with our community. Backed by our new physical tasting room, we treat e-commerce not just as a sales channel, but as a virtual extension of our hospitality. Our first decade of business was focused on building strong brand recognition, and strong ecommerce and club sales naturally resulted from our efforts. Following recent industry-wide shifts, our direct-to-consumer revenue has normalized, and we are looking forward to investing in a new strategic role to capture our next chapter of growth. We aren't looking for a passive caretaker to simply maintain our current systems; we are looking for a data-driven, strategic DTC & Wine Club Operations Manager to partner with us, architect our customer journey, and engineer our digital revenue expansion. This role is unique because it eliminates the typical e-commerce "unicorn" burnout. You’ll not be forced to write copy, design email templates, or manage social media graphics—our incredibly talented Director of Brand & Marketing already has the creative vision completely covered. Instead, you will be the analytical mastermind, tech architect, and operational engine that brings that creative vision to life and reactivates our highly engaged community. Key Responsibilities Customer Flow Architecture & Playbook Development Omnichannel Playbook Development: Architect and implement a distinct customer experience playbook. Discern between fully digital members who interact entirely online and local club members who treat our tasting room as their home base. Concierge Support & Organic Upsells: Directly manage digital and phone customer service—many of whom are club members—with a high-touch, VIP hospitality mindset. Leverage day-to-day interactions (order changes, credit card updates) to secure gentle upsells, add-ons, and club retention. Act on or funnel info@ emails to appropriate team members. Attend and dazzle at Club pickup events (3-4x per year). Club Release Lifecycle: Own the end-to-end execution of our automated subscription model via Bloom Wine, including advanced database segmentation, payment collection, and proactive decline recovery. Product Merchandising, Supply Chain, & Logistics Merchandising Accountability: Fully own and manage product rollouts, online menu architecture, and digital product bundles across the website, wine club, and tasting room. Consult directly with the Founder/Winemaker on wine availability and the Director of Brand & Marketing on creative layout. Alert our compliance firm which SKUs need to be market ready for which state. 3PL Warehouse Management: Act as the primary operational contact for our third-party logistics provider to ensure precise packing, timely shipping, and seamless tracking through ShipCompliant. Cross-Channel Inventory Alignment: Coordinate with the National Sales Manager (Wholesale) to balance shared inventory and protect our digital storefront and tasting room from stockouts. Provide simple, data-backed DTC sales estimates to the Winemaker to guide production. E-Commerce Strategy & Organic Growth Organic Traffic Leadership: Act as our internal expert on driving organic DTC revenue. Continually optimize customer acquisition via search, strategic flows, and our primary social channels (Instagram, Pinterest, and Facebook). Channel Innovation: Evaluate emerging digital sales trends and proactively pitch new opportunities (such as a business case for TikTok) if the data supports a high ROI. Campaign Deployment: Take completed creative assets and copy from the Brand Director to physically build, test, and schedule high-performing email and SMS flows inside Klaviyo. Paid Media Advisory: While we do not run paid media campaigns yet, bring an understanding of paid channels to help guide future advertising options. Data Analytics & Financial Performance DTC Health Dashboard: Track and report on core e-commerce metrics: Customer Lifetime Value (LTV), Customer Acquisition Cost (CAC), subscription churn rate, and Average Order Value (AOV). Data Integration: Ensure clean data flows seamlessly between our physical Shopify POS system in the tasting room and our central Shopify e-commerce engine for unified reporting and customer targeting. Qualifications & Required Skills Wine Industry Track Record: 3–5+ years managing day‑to‑day operations, customer journeys, and releases for an established wine club or winery DTC program. The Platform Stack: Deep, hands‑on experience using Shopify, Bloom Wine, Shopify POS, Klaviyo, and Resy/Tock. You know how to build advanced segments, configure automated email/SMS flows, and troubleshoot backend product logic. Organic Revenue Engine: Demonstrated success growing a digital brand through organic channels (SEO, Instagram, Pinterest, and community building). You know how to capture a community's attention without relying on a paid ad budget. Compliance Proficiency: Working knowledge of out-of-state wine shipping laws and compliance management via ShipCompliant. A baseline understanding of alcohol marketing restrictions. Data Fluency: Highly analytical. You don’t just export spreadsheets; you know how to calculate customer lifetime value (LTV), analyze subscription churn cohorts, and build forecasting models in Excel or Google Sheets. The "Swiss Army Knife" Attitude: Comfortable operating as a high‑level department of one. You are equally excited to build a multi‑month strategic customer playbook as you are to answer a phone call from a VIP club member. #J-18808-Ljbffr