Senior Associate, Customer Experience (DTC & Reservations)

Company Description

Wonderful Wines — the premium wine division of The Wonderful Company — unites three iconic California wineries: JUSTIN Vineyards & Winery in Paso Robles, Lewis Cellars in Napa Valley, and Landmark Vineyards in Sonoma. Together, we craft extraordinary wines and unforgettable experiences that reflect our passion for quality, innovation, and hospitality.

We’re seeking a Senior Associate, Customer Experience to support our Direct-to-Consumer (DTC) operations and enhance the guest journey across all three brands. This individual will play a key role in ensuring a seamless and elevated experience for wine club members, guests outside the Wine Society who wish to reserve tastings, tours, or dining experiences at all properties, and trade and corporate clients. The ideal candidate combines a hospitality-driven approach with strong sales instincts, operational precision, and the ability to thrive in a fast-paced, dynamic environment.

This position will be based at our Paso Robles, CA location. We work a hybrid schedule with an in-office requirement Monday-Wednesday and the option to work remotely on Thursday and Friday.

Job Description

• Deliver exceptional service and act as a key point of contact for guests, members, and trade clients proactively identifying opportunities to enhance their visit through upgraded experiences or additional purchases.
• Manage and optimize customer operations — including reservations, order processing, and fulfillment coordination with a focus on efficiency and guest satisfaction.
• Support wine club programs by maintaining member databases, monitoring shipment performance, and resolving exceptions to ensure retention and renewal success.
• Analyze customer and sales data to identify trends and recommend strategies that drive revenue growth, repeat visitation, and conversion.
• Assist in developing SOPs, team training materials, and service standards that reinforce sales excellence and luxury-level hospitality.
• Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences.
• Support the Customer Experience Manager with escalations, reporting, and team communications
• Represent Wonderful Wines at select events and provide on-site guest support as needed serving as a brand ambassador for our portfolio of premium wineries.

Qualifications

• 3–5 years’ experience in hospitality, sales driven guest relations, or customer service, preferably in the wine, luxury retail, or resort industries
• 2+ years in a team lead or senior associate capacity
• Proficient in CRM and reservation platforms (Tock, Commerce 7, RedChirp) and Microsoft Office (Excel, Outlook, PowerPoint)
• Excellent written and verbal communication skills, with a confident, and professional demeanor.
• Strong organizational skills and ability to multitask and adapt quickly in a fast-paced environment.
• Proactive in identifying opportunities to upsell, cross-sell, and personalize guest experiences.
• Passionate about delivering five-star service and creating memorable guest experiences
• Bachelor’s degree preferred

Pay Range: $22.00 - $25.00 per hour. Final compensation will be dependent upon skills & experience.

Additional Information

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 
  • 24/7 online physician consultations 
  • virtual mental health resources 
  • life coaching 
  • engaging employee community groups 
  • cash rewards for healthy habits and fitness reimbursements 
  • library of on-demand fitness videos 
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. 
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses. 
• Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward. 
• Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace. 
• Building a Healthy Society: To date, our co-Founders Lynda and Stewart Resnick, through their foundations and The Wonderful Company, have invested more th