Manager, Wine Club & Membership

Established by Bill Foley in 1996, Foley Family Wines & Spirits (FFWS) is a portfolio of highly acclaimed wines and spirits from some of the world’s greatest estates. The company owns more than 25 wineries and distilleries, each with its distinct style, legacy, and approach to hospitality.
FFWS has expanded its portfolio significantly since its founding, now including such storied brands as Chalk Hill Estate Winery, Sebastiani, Roth, Banshee, Ferrari-Carano, Chateau St. Jean, and Lancaster in Sonoma County; Merus, Silverado, and Foley Johnson in Napa Valley; Lincourt, Firestone, and Foley Estates in Southern California; Chalone Vineyard in Monterey County; Four Graces and Acrobat in Oregon; and Three Rivers in Washington. Foley Family Wine & Spirits import wines include Lucien Albrecht in France, Nieto Senetiner in Argentina, and 14 wine brands spanning three of New Zealand’s most acclaimed winegrowing regions: Marlborough, Central Otago, and Martinborough. The growing global spirits portfolio includes Minden Mill Distilling, Charles Goodnight Texas Straight Bourbon Whiskey, New Zealand’s Lighthouse Gin, El Mexicano Tequila, The Loch Lomond Group in Scotland, Two Stacks Irish Whisky and Killowen.
Job SummaryThe Manager of Membership Engagement will be responsible for executing wine club optimization initiatives and other club duties. This position reports directly to the Director of Wine Club & Membership. This individual works as a team player across the portfolio to provide support related to the deployment of wine club optimization programming from creative and strategic pursuits to tactical measures and output. The Manager of Wine Club & Membership possesses a wealth of in- depth knowledge related to customer service, best practices surrounding wine club programs, and organizational excellence. A successful candidate can prioritize, multitask, problem solve and ensure that the team is held to the highest standards.
**Schedule is Monday through Friday, with the option to WFH on Mondays and Fridays** This role sometimes requires nights and weekends.

Essential Duties and Responsibilities

• Understand and uphold FFW core values and expectations
• Drive day-to-day management of wine club revenue optimization programs
• Ensure accurate execution of batching, email sends, and shipment logistics for the assigned region
• Curate wine selections that align with regional preferences and strategic objectives to increase member retention and develop exclusive wine clubs
• Conceptualize and execute revenue generating membership initiatives
• Track and deliver daily/monthly/annual metrics to senior leadership team
• Provide leadership to Wine Club Representatives and Leads, ensuring member inquiries and issues are resolved promptly (e.g., within 48 hours) while maintaining high positive feedback scores.
• Handle escalations and implement solutions to improve member satisfaction
• Maintain best-in-class customer service standards, upholding Foley Family Wines' reputation for excellence.
• Collaborate with marketing, e-commerce, and consumer engagement teams to ensure a seamless member journey.
• Build relationships with Hospitality Center managers to understand trends and needs around site specific club planning (i.e. enrollment forms are consistently up to date)
• Partner with Hospitality Center Managers to align on site-specific club initiatives
• Partner with Consumer Engagement team to assist with the development and execution of meaningful member moments both on-site and during events
• Partner with HC leaders to conceptualize and execute meaningful member moments on site, on both a daily and period basis through events and provide support for these programs as needed
• Deploy peer-to-peer critical thinking and problem-solving skills when presented with challenges, projects and other duties as assigned
• Conducts self in a manner that drives performance
• Creates culture of continuous improvement through leadership behaviors of identifying solutions, creating opportunities for team members, and positivity
• Build a team who supports all facets of the exceptional customer experience
• Create and delivery quarterly performance assessments through Success Factors for all direct reports and teams
• Understand, uphold and train employees on the Foley Family Wines Core Values
• Provide a safe and collaborative work environment for employees, leading by example
• Write and deliver on team members’ performance to determine succession plans and build bench strength.
• Strong organizational, problem-solving, and analytical skills
• Train staff on all wine club related responsibilities and duties
• Manages employee schedules and special coverage as needed
• Proficiency in Service Cloud CRM is a necessary com