Direct to Consumer Wine Specialist

Who We Are
We are one of Canada's largest and oldest wine companies with a rich heritage in quality winemaking.
We produce some of Canada's most recognized brands and offer our teammates a challenging and rewarding employment experience.

The Direct to Consumer (DTC) Wine Specialist is a customer-facing role responsible for Tinhorn Creek Vineyards wine club administration, driving sales of wine and wine-related products, and facilitating a positive ongoing relationship with Direct Delivery and Wine Club customers.
A standard day in this role consists of working at a desk, on a computer for 7+ hours, answering inbound calls, emails, cases, & live chats, while also balancing various administrative tasks. On occasion this role will be required to make outbound calls related to sales, account maintenance, product inquiries, wine club support, and more.

Responsibilities:

• Responsible for generating new members and retaining existing members by creating new strategies, events, and sales promotions;
• Creates opportunities to drive revenue growth by pairing customers with products and services that delight;
• Maximizes billable clubs through diligent communication to minimize card failures and maximize billable memberships and orders;
• Builds relationships with customers via phone, e-mail, website, and personal contact at member exclusive events;
• Accurate, prompt, and comprehensive response to customer needs;
• Day-to-day e-mail and phone interaction with wine club members to maintain accurate member profiles and assist with member enquiries accurately, efficiently, and quickly;
• Execute member recovery efforts by calling customers with declined cards, lapsed pick-ups and deliveries;
• Maintain an accurate database of club members and DTC customers, inputting new members, cancellations, special requests;
• Assist with ensuring that the wine club deployment timelines are adhered to;
• Acts with a sense of urgency to ensure timely delivery of club fulfilment, reports, post-promotion analysis and recommendations;
• Assists with reporting, e-comm scheduling, and building email databases;
• Assist with developing E-comm offers and information newsletter ideas;
• Deal with customer complaints and concerns diplomatically, tactfully and by offering solutions to provide as much assistance as possible;
• Maintains a high level of product knowledge by attending wine tastings and engaging with the EWG teams at each of the wineries;
• Follows safe work procedures and practices and reports all unsafe working conditions/hazards to their reporting Manager;
• Work closely with the TCV Estate team to book stays at the property cottages, process bookings, and handle payments for wine club members and other guests;
• Support the TCV Estate team in organizing and executing events such as concerts, theater performances, and sales events; and
• Other duties as required.

• Previous customer-focused experience is required;
• Wine knowledge/education is an asset;
• Ability to multi-task with strong accuracy, attention to detail, and organizational skills;
• Ability to communicate clearly and accurately with members, consumers, suppliers, other business groups and team members;
• Ability to exercise judgement and function independently within authorized limits;
• Must be able to work day shifts Monday-Friday with occasional weekend work as required; and
• Must be legally entitled to work in Canada without restriction.