Member Experience Coordinator
Company: Singing Water Vineyards
Posted on: May 15, 2022
Member Experience Coordinator
Singing Water Vineyards is an up and coming wine and culinary
experience in the Texas Hill country. Surrounded by 126 acres of
natural beauty, the inspiration for our business comes from the
nature surrounding us. As our Member Experience Coordinator (MEC),
we are looking for someone with a keen attention to detail. This
person will notice everything about their surroundings and
environment with a critical eye. We want someone who will take the
time to map out the first impressions of customers from before they
visit us to the follow-up of their visit and everything in between.
From traffic flow patterns to email communications, how can we
improve the experience at Singing Water for our members and future
members? If you enjoy detailed work, cheerful smiles and selling
wine, we want to talk to you! Trade in your bumper-to-bumper
commute and high-priced parking for the native Texas birds singing,
the open space, and clean air.
This position is focused on both serving and growing our wine club.
The "MEC" is someone with excellent communication skills, growth
and sales-minded, able to work with marketing personnel on
messaging and timing, capable of planning wine club dinners and
special events, and most of all values working on a team in a
The MEC will offer outstanding hospitality and customer care and
create lasting relationships with special guests, offering each a
consistent, timely, personalized, and genuine experience. This
individual will assist the Assistant General Manager in planning
and executing the quarterly allocation, from order to fulfillment,
supporting programs to build loyalty, enrich member benefits and
maximize retention. Primary responsibility includes acting as the
membership concierge and the day-to-day coordination and execution
of membership service, operations, and fulfillment.
This is a weekend position. The work week will be Wednesday-Sunday
with Monday/Tuesday off. This is non-negotiable.
Essential Duties and Responsibilities include the following. Other
duties may be assigned.
Membership Allocation Planning, Execution, Order Processing &
Organizes and executes in a timely manner the quarterly member
allocation utilizing wine Direct. This includes planning,
compliance, patron outreach/correspondence, batching, processing,
archiving, weather holds, exceptions, pick up, returns, reships,
and shipping wines not picked up.
Responsible for maintaining membership database in Wine Direct
including membership invitations, activations, account updates and
Responsible for timely membership Invitation and Welcome kit
personalization and fulfillment.
Assists with member selection and invitation process and programs
to build loyalty, enrich benefits, and minimize attrition.
Responsible for timely post-acquisition and post-visit follow-up
activities and maintaining a CRM digital footprint of all customer
Leads the successful coordination and execution of member campaigns
as well as member and patron events; managing member RSVPs,
waitlist, guest names, and dietary restriction details, payment
status, check in, no show, etc.
Supports the development and maintenance of membership KPI reports.
Documents membership count, batch sizes for all club tiers and
order decline rates at the beginning and end of each allocation
shipment month, etc.
Contributes ideas on how to develop, refine, and implement
processes and procedures to provide excellence in all aspects of
the member experience.
Key Customer Relations (Members, Distinguished Clients and
Primary contact for membership inquiry, benefits, changes to
allocations, orders, billing & shipping information updates, and
visitation requests. Responds in a gracious and timely manner.
Initiates communications with new members to welcome them,
effectively answer any questions, and establishes a
The Membership Coordinator offers and coordinates member priority
access, assists with planning unforgettable visits (often
customized), gifts, answers questions about specific vintages and
special formats, events, and wine service.
Responsible for incoming and outgoing correspondence with current
and potential members, consistently tracking insights, interests,
and interactions in CRM system with precision and accuracy and
ensuring that their profile information is accurate and
Acts as liaison between Private Clients, Members, and Sr.
Management (as appropriate), by offering booking and special
experiences at the winery. Communicates effectively with Guest
Relations and Assistant General Manager to insure smooth execution
of special offerings.
Invites Private Clients and Members to events, both local, and
in-market; offers special access to new and special vintage
releases in a bespoke manner.
Supports Direct to Consumer Coordinator with customer service, and
gift cards on weekends, during peak periods and for vacation
Assists in coordination of direct marketing campaigns, holiday
gifting and corporate gift orders.
Following each customer interaction, systematically reviews and
updates contact records. Maintains complete record of compliments,
issues or complaints and actions taken.
Other duties as assigned
Wednesday - Sunday, flexibility of schedule including occasional
Speak knowledgeably about all Singing Water Vineyards, and vintages
offered for sale at the winery
Remains current on DTC compliance and ensures legal compliance
Maintain, update, and expand knowledge of viticulture and ecology
by participating in educational training offered by Singing Water
and by outside sources.
Keywords: Singing Water Vineyards, San Antonio , Member Experience Coordinator, Other , Comfort, Texas
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