DTC Customer Loyalty Operations Mgr (Wine Jobs: Management & Administration)

Full Time

  Ste. Michelle Wine Estates

  Woodinville, Washington

Essential Functions:

  • Manage DTC concierge group
  • Partner with DTC Concierge Lead to assign daily duties
  • Partner with DTC Concierge Lead to create weekly concierge schedule
  • and plan appropriate staffing for group promotions and events
  • Facilitate bi-weekly concierge meeting
  • Partner with Wine Clubs Manager to facilitate weekly club operations or promotions
  • Partner with DTC Sales Manager to support online and retail promotion opportunities
  • Manage all employee online stores for WA & OR
  • Partner with HR to manage employee lists for employee online stores
  • Monitor employee retiree and growers list for discount eligibility
  • Point of contact for Altria employee and board of director orders
  • Point of contact for employee club memberships
  • Partner with DTC operations team to manage event lists and reservations
  • Point of contact for training and resources to all wineries for bLoyal
  • Support all customer loyalty programs
  • Provide front line customer service to wine club members and other
  • E-commerce direct sales customers for a broad portfolio of wineries
  • Respond to in-bound phone calls and e-mails related to general customer inquiries, event reservations and direct shipment orders
  • Variety of data entry responsibilities to support the wine clubs and E-commerce function (i.e. new member sign up, member data updates, etc.)
  • Support club order phone calls and problem order support as needed
  • Research and resolve routine customer service inquiries
  • Manage and escalate consumer concerns as needed with the various internal departments
  • Process and log consumer concerns
  • Monitor employee retiree and growers list for discount eligibility
  • Support club order phone calls and problem order support as needed
  • Assist in contacting customers to resolve any returns
  • Other duties as assigned

Working Conditions:

  • Ability to work varying shifts/days of week on occasion
  • Weekend work required
  • Primarily office environment

Physical Requirements:

  • Ability to lift up to 40 pounds on occasion


  • Knowledge of horticulture and viticulture
  • Outstanding customer service skills and a minimum of 5+ years in a customer service position
  • 5 years management experience
  • Strong written and verbal communication skills
  • Strong problem solving skills
  • Proficiency with computer skills (intermediate level or above skills with MS Office)
  • Basic knowledge of wine industry
  • Strong attention to detail
  • Ability to manage multiple tasks at once
  • College degree or graduate degree preferred
  • High school diploma or equivalent required.
  • History of responsible use of alcohol and other appropriate conduct, as well as fitness to be licensed, permitted, and/or certified by state and/or local regulatory bodies

How To Apply


Wine & Restaurant Jobs in the USA. Looking for a job or hiring new employees in the wine & restaurant industry? Wine Jobs USA - The job site for the wine & restaurant industry throughout the US. Find ads for jobs in the wine industry, from winemaking to wine sales jobs.

Employers and Recruiters - Attract the best candidates for your employment opportunities. Post your ads for hospitality and wine industry jobs on winejobsusa.com.

Job Seekers - Find jobs in restaurants and wine including restaurant jobs, winery jobs, wine sales reps, winemakers, Sommelier jobs and more. Job seekers, sign up to receive wine and restaurant job postings by email.