Customer Service Hospitality Concierge - (Remote)

We’re the producers, creators and marketers of beer, wine and spirits brands that people love. At Constellation Brands, we’re driven to push boundaries and think beyond today to deliver products and experiences that resonate now, tomorrow and well into the future. Because of this approach, we’re the fastest-growing large CPG company in the U.S. at retail, with operations in the U.Our premium portfolio of iconic brands like Corona Extra, Modelo Especial, Kim Crawford, Robert Mondavi, The Prisoner, High West Whiskey, and more drive industry-leading growth for us today. The Loyalty Concierge serves as the primary relationship manager and advocate for key wine club members, delivering personalized service and exceptional hospitality experiences that drive engagement, retention, and long-term loyalty. This role partners closely with Hospitality, Events, Operations, Brand, and eCommerce teams to coordinate member communications, manage club-related operations, resolve service issues, and curate memorable experiences for VIP guests and club members. The ideal candidate is relationship-driven, highly organized, and passionate about delivering elevated customer experiences that strengthen brand affinity and lifetime member value.

Member Relationship Management & Concierge Service

• Serve as the primary point of contact for wine club members, delivering personalized, high-touch service through phone, email, and in-person interactions.
• Develop and maintain strong relationships with members, VIP guests, key buyers, and concierge partners to drive engagement, retention, and lifetime value.
• Proactively communicate club releases, membership benefits, events, offerings, and service updates while ensuring all communications are polished, accurate, and professional.
• Conduct proactive outreach related to membership activity, club releases, declined payments, order updates, and other key touchpoints to strengthen member engagement and satisfaction.
• Represent the brand with professionalism and hospitality excellence in every member interaction.

Member Experience, Hospitality & Events

• Partner with Hospitality, Events, Brand, and Reservations teams to create exceptional and personalized experiences for wine club members and guests.
• Identify opportunities to recognize and elevate the experience of club members, VIP guests, and high-value customers through tailored service and special accommodations.
• Support member-facing events, VIP visits, trade experiences, and community engagement activities that strengthen loyalty and brand affinity.
• Collaborate with hospitality teams to ensure member preferences, benefits, and important guest information are communicated and executed consistently.
• Support ongoing training, communication, and service initiatives that promote acquisition, retention, and elevated member experiences

Club Operations & Program Administration

• Maintain accurate membership records, customer profiles, account updates, preferences, and customer data within company systems.
• Support administration of wine club programs, including membership communications, website updates, internal resources, reservations systems, and program-related information.
• Coordinate across Hospitality, Reservations, Operations, and eCommerce teams to ensure seamless execution of club initiatives and member services.
• Maintain a thorough understanding of club, hospitality, event, and eCommerce offerings to effectively support members and guests.
• Ensure member information, benefits, and program details are communicated consistently across all customer-facing teams.

Customer Care, Fulfillment & Service Recovery

• Manage customer care communications, including inboxes, phone inquiries, and follow-up requests, ensuring timely and professional resolution.
• Serve as the primary resource for shipping, fulfillment, and order-related inquiries, including returns, reshipments, carrier claims, lost packages, and member pickup requests.
• Partner with Operations and Hospitality teams to coordinate order fulfillment, pickup experiences, inventory organization, and shipping logistics.
• Support fulfillment activities and organizational needs associated with member order pickup and inventory management.

Loyalty Growth, Member Insights & Cross-Functional Partnership

• Gather and communicate member feedback, trends, and insights to support continuous improvement of programs, services, and member experiences.
• Partner cross-functionally with Hospitality, Events, Brand, Operations, Reservations, and eCommerce teams to ensure a seamless and consistent member journey.
• Support business objectives by promoting white-glove service standards and fostering alignment across customer-facing teams.
• Provide observations and recommendations to leadership to enhance member engagement, loyalty, and overall program performance.

Proven experience in customer service, hospitality, or client relations, preferably within a membership-based or luxury brand environment.

• A passion for creating personalized, high-touch customer experiences.
• Ability to handle confidential information with discretion and maintain a high level of professionalism.
• Availability to work on-site and accommodate the needs of club members during peak hours or events as necessary.
• A deep understanding of loyalty programs and the ability to leverage them for customer engagement.

Experience working with high-net-worth or VIP clients.
• Familiarity with CRM systems or customer engagement platforms.

Must be able to sit and/or stand for long periods of time and work on a computer for extended periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tuesday – Saturday

• On site with the possibility of limited remote work
• Occasional weekends and holidays as needed for club member events

#Full time Job Area
For remote locations or positions open to multiple locations, the pay range may reflect several US geographic markets, including the lowest geographic market minimum to the highest geographic market maximum. An employee’s pay position within the salary range will be based on several factors including, but not limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. At Constellation Brands, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.
The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).