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Client Relations Manager
Laurel Glen Vineyard
加利福尼亚州格伦·埃伦（Glen Ellen）
Job Description:
Client Relations Manager
Job Description
The Client Relations Manager is a hybrid position that focuses on direct sales, wine club acquisition and retention, customer service, E-commerce, and client engagement. The primary purpose of this position is to ensure that our customers feel appreciated. Through relationship management, unique offerings, and retention programs, you will ensure the continuous growth of Laurel Glen Vineyard’s wine club. This is a full-time position reporting to the General Manager. The primary responsibilities include (but are not limited to) the following:
PRIMARY RESPONSIBILITIES:
• Create special relationships with Wine Club members and assists with all member needs
• Mail welcome packets to new club members, working with the DTC sales staff to ensure accuracy.
• Ensure that customer inquiries, account updates, order processing/fulfillment and cancellation requests are completed in a timely way
• Create a client relations manual that outlines our policies regarding communication response, phone, and email etiquette
• Create and maintain a tasting room reference manual with quick reference for WD tasks, shipping rates, and DTC shipping compliance
• Work with the Tasting Room sales team on club member and customer list development
• Processes Wine club orders in March and October*
• Maintain club member notes to ensure member requests are fulfilled
• Release order processing daily and for club runs
• Oversee all shipping and order processing requests
• Manage all shipment returns, redirects and replacements
• Run our customer gifting and appreciation program
• Work directly with the fulfillment house to manage customer order shipments
• Conduct regular sweeps to maintain the member database in order to reduce email bounces, credit card declines, and stranded order pick-ups
• Collaborate with the Sales and Marketing Manager to create segmented lists for email campaigns
• Review orders weekly and send thank you emails to new customers
• Train DTC team to enter data correctly (update customer information, club memberships, tagging, notes, source codes, adding emails, personal and credit card info)
一般的：
• Host tastings, including wine club members, VIP’s and special tastings
• Ambassador Events – when necessary execute off site ambassador events (may include travel)
• Work closely with tasting room staff
• Answer incoming calls, voicemails and emails in a timely, professional and pleasant manner
*The Client Relations Manager is off limits during wine club release for the duration of the release.
In addition to these primary duties, Laurel Glen Vineyard asks all its employees to be cross-trained and capable of many tasks. Training and experience will be provided as time and opportunity allow.
QUALIFICATIONS:
•强大的计算机技能，包括酿酒厂POS系统（尤其是WineDirect）和Microsoft Office的经验
• At least 2 years of experience in Wine Retail and/or Club Management (or equivalent) desired
• Experience in planning, organizing, and executing hospitality events
• A true passion and knowledge for wine, wine production and the history of winemaking
•出色的书面，电话和人际交往能力
• Strong ability to anticipate and prioritize conflicting needs and apply sense of urgency
• High energy, self-motivated, with integrity
• Warm, friendly, and gracious personality
•强大的跟进能力并遵循
• Proactive and resourceful
• Available to work over-time on an “as needed basis”
•能力提升和携带50磅。
This job description is intended to describe the general requirements for the performance of this job. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned by the Director of Sales and Marketing and/or the General Manager
Job Description
The Client Relations Manager is a hybrid position that focuses on direct sales, wine club acquisition and retention, customer service, E-commerce, and client engagement. The primary purpose of this position is to ensure that our customers feel appreciated. Through relationship management, unique offerings, and retention programs, you will ensure the continuous growth of Laurel Glen Vineyard’s wine club. This is a full-time position reporting to the General Manager. The primary responsibilities include (but are not limited to) the following:
PRIMARY RESPONSIBILITIES:
• Create special relationships with Wine Club members and assists with all member needs
• Mail welcome packets to new club members, working with the DTC sales staff to ensure accuracy.
• Ensure that customer inquiries, account updates, order processing/fulfillment and cancellation requests are completed in a timely way
• Create a client relations manual that outlines our policies regarding communication response, phone, and email etiquette
• Create and maintain a tasting room reference manual with quick reference for WD tasks, shipping rates, and DTC shipping compliance
• Work with the Tasting Room sales team on club member and customer list development
• Processes Wine club orders in March and October*
• Maintain club member notes to ensure member requests are fulfilled
• Release order processing daily and for club runs
• Oversee all shipping and order processing requests
• Manage all shipment returns, redirects and replacements
• Run our customer gifting and appreciation program
• Work directly with the fulfillment house to manage customer order shipments
• Conduct regular sweeps to maintain the member database in order to reduce email bounces, credit card declines, and stranded order pick-ups
• Collaborate with the Sales and Marketing Manager to create segmented lists for email campaigns
• Review orders weekly and send thank you emails to new customers
• Train DTC team to enter data correctly (update customer information, club memberships, tagging, notes, source codes, adding emails, personal and credit card info)
一般的：
• Host tastings, including wine club members, VIP’s and special tastings
• Ambassador Events – when necessary execute off site ambassador events (may include travel)
• Work closely with tasting room staff
• Answer incoming calls, voicemails and emails in a timely, professional and pleasant manner
*The Client Relations Manager is off limits during wine club release for the duration of the release.
In addition to these primary duties, Laurel Glen Vineyard asks all its employees to be cross-trained and capable of many tasks. Training and experience will be provided as time and opportunity allow.
QUALIFICATIONS:
•强大的计算机技能，包括酿酒厂POS系统（尤其是WineDirect）和Microsoft Office的经验
• At least 2 years of experience in Wine Retail and/or Club Management (or equivalent) desired
• Experience in planning, organizing, and executing hospitality events
• A true passion and knowledge for wine, wine production and the history of winemaking
•出色的书面，电话和人际交往能力
• Strong ability to anticipate and prioritize conflicting needs and apply sense of urgency
• High energy, self-motivated, with integrity
• Warm, friendly, and gracious personality
•强大的跟进能力并遵循
• Proactive and resourceful
• Available to work over-time on an “as needed basis”
•能力提升和携带50磅。
This job description is intended to describe the general requirements for the performance of this job. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned by the Director of Sales and Marketing and/or the General Manager
Additional Information:
Job Posted:
Thursday, January 19th
Type of Work:
Full Time
Job Category:
Job Level:
Mid-Level
Compensation:
$55K to $75K
参考编号：
CRM12.2021
联系信息：
Laurel Glen Vineyard
迈克·沃利斯（Mike Wallis）
迈克·沃利斯（Mike Wallis）