Senior Concierge, Customer Experience

For more than 30 years, Lewis Cellars has handcrafted wines that epitomize the intense flavors and bold character of the world-renowned Napa Valley. We take pride in our day-to-day winemaking activities and the collaborative relationships we have forged in the valley to secure the finest fruit, producing highly coveted wines of each vintage. Lewis Cellars is part of The Wonderful Company's luxury wine portfolio, alongside JUSTIN Vineyards & Winery and Landmark Vineyards. We are embarking on a massive expansion of our hospitality and wholesale operations, including a soon-to-be-unveiled tasting room on Napa’s famed Silverado Trail. 

As part of this growth, our Wine Customer Experience team is seeking a Senior Concierge, Customer Experience to support the launch of the brand's first ever wine club, Lewis Insiders. Reporting to the Associate Manager, Elevated Luxury Accounts, the Senior Concierge will provide excellent customer service, sales support, and support to our Insider members and customers for Lewis Cellars via various omnichannel platforms.

Work schedule: This position is based fully on-site in Napa Valley, CA and will require occasional travel. The schedule will vary throughout the year as it is determined by the ebb and flow of traffic to our different business units. You must be willing to work rotational schedule, including weekends and evenings, as needed.

• Provide exceptional customer service to Lewis Insider members and guest purchasers through all forms of communication, including phone, email, chat, text, and in person
• Actively recruit members to join Lewis Insiders (wine club) and sell wine to existing members and customers
• Serve as the face of Customer Experience for Lewis Cellars and deliver an elevated concierge-level service to customers and stakeholders 
• Manage and improve logistics and shipping process (deliverability, compliance, returns, and damages) alongside the Manager, Shipping & Logistics
• Manage seasonal club charges, decline management, and new member inclusion and recruitment with Manager, Customer Experience
• Support daily ecommerce and club order systems, shipping, and customer experience tasks and goals
• Manage customer tags, such as employee and special pricing qualifications
• Maintain accurate record-keeping and CRM database information
• Participate in on-property events and execute off-site events as needed
• Develop network of contacts, service providers, businesses within the community to serve stakeholders
• Recognize guests to develop professional relationships with them and use surnames as often as appropriate

• 4 years of sales, hospitality, or marketing/PR experience, preferably within the wine industry.
• Wine-specific certifications are strongly preferred but not required—company will cover certification cost if needed.
• Bachelor's Degree from an accredited institution preferred.
• Possesses a spirit of excellence and a passion for customer experience.
• Proven success in building customer relations and sales strongly preferred.
• Must be able to work individually and in a team environment and maintain high service standards.
• Proficient with Microsoft Office, especially Excel and Outlook.
• Experience with Direct-to-Consumer (DTC) / winery eCommerce systems, (Commerce7, ShipCompliant); shipment planning and logistics experience a plus.
• Demonstrated ability to work well under pressure with bias for agility and organization.

Pay Rate: $29.00 - $33.65 per hour and may include a discretionary bonus. Final compensation will be dependent upon skills & experience.  

• Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 
  • 24/7 online physician consultations 
  • virtual mental health resources 
  • life coaching 
  • engaging employee community groups 
  • cash rewards for healthy habits and fitness reimbursements 
  • library of on-demand fitness videos 
• Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. 
• Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses. 
• Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward. 
• Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace. 
• Building a Healthy Society: We focus on improving the social determinants of a healthy society-quality education and medical care, economic mobility, and a healthy environment-to help build thriving communities. Wonderful CSR
• Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities. 

Since 1992, Lewis Cellars has flourished from a small family winery into a continually growing world-class winemaking facility in Napa Valley. We take pride in our daily winemaking operations and the partnering relationships we have established to ensure we pursue our production goals. Sourcing the finest fruit exclusively from Calistoga, St. Helena, Rutherford and Oak Knoll, our carefully selected varietal characters result in top-scoring, world class wines. To discover more about Lewis Cellars, please visit our website Lewis Cellars.

To learn more about The Wonderful Company, visit www.wonderful.com, or follow us on Facebook, Twitter and Instagram. To view the current Corporate Social Responsibility report, visit csr.wonderful.com

The Wonderful Company is an Equality Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

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