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Customer Experience Specialist, Fine Wine

Constellation Brands
Napa, California, United States
30+ days ago

Description

Job Description

Company & DTC Team Summary

If you have taken a moment to unwind with a bottle of beer, toast with a glass of wine, or celebrate with a cocktail, chances are that you have shared that moment with Constellation Brands.  We are passionate producers of iconic beer, wine and spirits brands that consumers love.  From Corona Extra, to Robert Mondavi Wines, to SVEDKA Vodka, we produce over 100 premium brands with sales in nearly 100 countries, making us the number one multi-category beverage alcohol company in the U.S.

Constellation Brands is consumer-obsessed, and with that, has made significant investments towards evolving into an omni-channel portfolio of wine brands, with significant investment and a strong foundational approach to its direct-to-consumer business.

Position Summary

We are looking to bring aboard a Fine Wines Concierge & Customer Experience Specialist, (Schrader, To Kalon Vineyard Company, Double Diamond) at Constellation Brands, reporting into the Manager of Customer Experience, to support the icon range of Constellation Wines - including but not limited to Schrader Cellars and To Kalon Vineyard Company.

You will deliver on a best-in-class, "white glove" customer service strategy, to ensure that our very high-value, high expectation fine wine consumer base is treated as much more than a customer; they are an active member of our community and converted into a lifelong brand evangelist.

You will be on the front lines of all communication channels, from our digital customer service platforms and phone lines, to the brand social media channels, to foster this community and ensure our customers receive "3 Michelin Star" level service.

Responsibilities: i.e. what's the job to be done?

  • Partner with the DTC and Brand Marketing teams, to strategize the entire customer journey, based on anecdotal experience and insights, to inform everything from customer service website info, to a highly-customized and high-end unboxing experience.
  • Meet with critical accounts and partner with Brand and DTC teams to keep a pulse on quarterly and annual brand sales goals, to then help assess when, how, and to who a highly-allocated inventory of wines is made available
  • Support the Brand Management, Operations, and DTC Marketing teams on determining seasonal wine club offerings, based on an allocation-first club model
  • Be responsible for all customer service communication across owned-channels, including but not limited to website customer service platforms (Gorgias), email, and phone
  • Provide "surprise & delight" experiences for our customer base, from hand-written highly-personalized thank you notes, to highly-targeted and segmented wine offerings (e.g. wedding anniversary vintage bottlings) 
  • Manage all social platform engagement directly with consumers, embodying brand voice and also humanizing the brand to foster 1-to-1 level relationships
  • Articulate and speak passionately to the founder, winemaker, and brand story, across all brand channels, and at a 1-to-1 customer level
  • Identify tasteful, gracious, value-added upsell opportunities at a 1-to-1 consumer level, supporting the DTC Marketing & Operations teams top-line growth focused objectives
  • Collaborate and correspond closely with all other DTC team functions, to share bottom-up customer feedback that helps refine and inform the entire DTC experience.
  • Partner with the DTC Marketing & Operations teams to ensure that Customer Experience oriented KPIs, such as NPS, are maintained and exceeded
  • Mitigate and respond to all customer service feedback, taking what could be a negative sentiment, and using it as an opportunity to instead convert a lifelong customer
  • Cross-functionally support the DTC Marketing team on Creative campaigns and digital events that tell the story that our Fine Wine portfolio

Skills

  • Proficiency in customer service oriented channels, including but not limited to email, chat, and phone. Familiarity with CX platforms such as Gorgias, Zendesk and Aircall a bonus.
  • Proven ability to work cross-functionally within large teams to ensure projects are accomplished on time
  • Highly educated in fine wine & production. WSET, CMS, or CWS certifications are a big plus.

Physical Requirements/Other

  • Minimum 5 years of relevant experience in customer service and/or luxury/fine wine & spirits
  • Must have a valid driver's license.
  • Must be at least 21 years of age.
  • Napa & Sonoma based or willing to drive to Napa frequently required

Location

Napa, California

Additional Locations

Job Type

Full time

Job Area

Marketing

Equal Opportunity

Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).



Job Information

  • Job ID: 58818780
  • Location:
    Napa, California, United States
  • Position Title: Customer Experience Specialist, Fine Wine
  • Company Name: Constellation Brands
  • Job Function: Admin/Clerical/Secretarial
  • Job Type: Full-Time
  • Min Education: None
  • Min Experience: None
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