Member Experience Coordinator

Company: Singing Water Vineyards
Location: Comfort
Posted on: May 15, 2022

Job Description:

Member Experience Coordinator
SUMMARY
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 collaborative environment.
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 & Membership Service
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 cancellations.
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 touch points.
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 Patrons)
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 relationship.
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 current.
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.
Other Support
Supports Direct to Consumer Coordinator with customer service, and gift cards on weekends, during peak periods and for vacation coverage.
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 evening events.
ADDITIONAL PLUSES
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