Benchmark Consulting

Wine Club & DTC Manager - Confidential

St. Helena, CA - Full Time

Wine Club Processing and Management

  • Complete annual club budget. Forecast wines, club growth, shipping costs and revenue, summit upgrades, expenses, decline rates.
  • Set-up batches, process wine clubs and resolve declines
  • Plan all aspects of wine club events and partner with Tasting Room team to execute.
  • Ensure wine club shipment wine is distributed to all fulfillment locations prior to club run.
  • Create quarterly newsletter content and oversee printing and distribution to fulfillment house.
  • Handle all ongoing customer maintenance including adding/updating member information, modifying account status, notating customer interactions, emailing members, correcting credit information, etc. Keep database clean and up-to-date.
  • Monitor key performance indicators and implement remedies to ensure goals are met.
  • Respond to all charge back notices from credit card companies.
  • Maintain special handling list and process all special handling orders.
  • Segment orders by fulfillment method, process orders in Ship Compliant, pick/pack 3rd party and in-house shipping orders.
  • Send order forms via email and postal mail for Various wine club shipments. Manually enter all custom shipment orders and pack all pick up orders.
  • Approve all Wine Club related expenses

Direct-to-Consumer (DTC) Sales

  • Handle all inbound customer calls and emails related to DTC sales and account maintenance. Respond to all phone calls and emails promptly and professionally. Understand the utilize the opportunity to up-sale.
  • Process all e-commerce sales in a timely manner.  Resolve compliance issues.
  • Negotiated and manage 3rd party marketing company relationships (e.g., Progress/Offset etc.) to ensure efficient processes are in-place to sell and ship wine legally and delight all within the winery portfolio.
  • Work with Hospitality team to plan and execute all promotional campaigns.
  • Sell wine at on and off-premise events when required.

            Strategy, Analysis & Reporting:

      • Monitor and analyze key performance indicators across all DTC channels while striving for excellence and contributing to increase the company’s overall profitability.
      • Conduct all management reporting of DTC performance including: annual employee performance reviews, weekly/monthly/quarterly KPI reporting, commission reports and inventory availability.
      • Collaborate with COO & President on long-term production planning to balance DTC and Three-Tier inventory requirements.

 Brand & Business Development:

      • Refine and define target customer and market opportunities (current; traditional; and emerging), capturing customer needs and motivations.
      • Hone and translate the brand essence into compelling (“sticky”) sales and marketing messages and programs designed for maximum appeal to / connection with target consumer groups with the goal of increasing customer acquisition, wine club membership, winery visitation, and wine net revenue.

Shipping & Fulfillment

  • Negotiate contracts with fulfillment houses and common carriers.
  • Manage and improve DTC shipping process including auditing/correcting ship orders, updating rates in e-commerce and POS, training staff, monitoring/resolving backorders and handling returns. Ensure all in-house shipping is completed in a timely manner.
  • Ensure Wine Club & DTC wines are available at fulfillment locations 15-days in advance of new release.  Monitor inventory levels and refresh as necessary.
  • Review available “cold ship” options and establish summer shipping programs.
  • Setup new SKUs with the fulfillment house and Ship Compliant.
  • Ensure the tracking numbers for all in-house shipments are entered into Ship Compliant at month-end.
  • Approve all Shipping related expenses
  • Manage all Dry Goods (boxes, paper etc.) related to wine shipping.


  • Work with compliance vendor to ensure that our shipping permits are current.
  • Review cost/benefits of procuring permits for new states as they become available and make a recommendation to pursue or not pursue.
  • Resolve orders that do not meet current compliance regulations.
  • Maintain the accuracy and completeness of Ship Compliant including SKUs, permits, tax rates and COLAs.
  • Approve all Compliance related expenses

Web Site Maintenance

  • Add new products and deactivate older vintages.
  • Keep the wine club pages up to date with changes in shipments, club structure and benefits.
  • Add new tasting room staff to the salesperson database.
  • Keep the events pages up to date.
  • Approve all Web Site and E-commerce related expenses
  • CRM familiarity with Commerce by Figure 
  • Ideally have experience with AMS for accounting reporting purposes only.
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