Manager, Customer Experience

JUSTIN Vineyards & Winery is located in the Paso Robles region of California's Central Coast. We operate with a desire to make world-class wines that reflect the unique soils and climate of the area. We take great pride in making Bordeaux-style blends and single varietals, combining Old World tradition with New World techniques.

Are you a strong leader who loves customer service and driving sales, looking to make an impact on a growing business?

We are looking for an experienced Manager, Customer Experience to lead our customer service team across our iconic brands, including JUSTIN Vineyards & Winery, Landmark Vineyards, Lewis Cellars, and FIJI Water. This unique position will support all Wine Clubs Customer Service, VIP & Luxury Accounts, and FIJI Water Home Delivery teams.

This position is based in Paso Robles, CA. We work a hybrid schedule with an in-office requirement Monday-Wednesday and the option to work remotely on Thursday and Friday.

• Leads the daily operations of cross-channel teams within the call center while developing Associates in sales and customer service
• Develops and executes sales & engagement strategies to drive customer growth and retention
• Develops and oversees commission programs to drive business KPIs
• Ensures world-class customer service is provided during all forms of communication
• Participates in business sales forecasting, promotional planning and marketing message development
• Collaborates with DTC Marketing to develop creative assets for customer growth and sales initiatives
• Partners with Logistics and Hospitality teams to meet business objectives
• Assists Accounting and Finance teams with monthly/annual financial processes, including record-keeping and sales reporting
• Ensures all employees deliver top-tier customer experience, proactively addressing and resolving any concerns
• Assists in problem-solving and mitigating operational issues related to systems, shipments, e-commerce and customer service tasks and goals
• Supports Wine Society-related experiences and VIP events
• Proactively supports the Senior Director of DTC and cross-functional teams

• 3-5 years of sales and customer service management experience across multiple brands within a large call center format
• Proven success building telesales and incentive programs
• Experience with e-commerce, shipment planning and logistics. Experience with wine industry-specific technology (e.g., eWinery / Vinsuite, Commerce7, WineDirect, ShipCompliant) a plus
• Success working in a fast paced customer service and/or sales leadership position requiring best-in-class luxury service
• Self-starting leaders with exceptional management skills, great attention to detail, and ability to prioritize multiple projects while adhering to business-critical deadlines
• Excellent written and verbal communication skills with a dedicated approach to sales
• Demonstrates ability to work well under pressure
• BA/BS degree from an accredited institution
• Proficient with Microsoft Office -- especially Excel, Outlook and PowerPoint

Pay Rate: $95,000 to $105,000.00 base salary and may include a discretionary bonus. Final compensation will be dependent upon skills and experience.

• Competitive benefits package including Medical (including 24/7 online access to a physician), Vision, Dental and 401k with match eligibility
• Opportunities for development and internal mobility
• Manager and leadership training, biweekly L&OD webinars, and eLearning offerings
• Companywide problem solving and continuous improvement training
• Wonderful Giving (wonderfulgiving.com) - allowing you to donate company money to a cause of your choice
• Company prioritizes wellness through its Wonderful NOW (Nourish Our Wellness) initiative, which provides a robust suite of wellness offerings such as access to mental health resources and life coaching, employee community groups, cash rewards for healthy habits, and on-demand fitness videos

Located in Paso Robles, JUSTIN® Vineyards & Winery was founded in 1981 and is known for crafting world- class wines using Bordeaux grape varieties, including the iconic ISOSCELES® blend of Cabernet Sauvignon, Cabernet Franc and Merlot. The Vineyard estate, located at 11680 Chimney Rock Road, features a Tasting Room, luxury five-star accommodations at the JUST Inn®, and a Restaurant—making it one of the only wineries on the Central Coast to offer all three options.  In September 2018, a new second location, the JUSTIN Downtown Tasting Room opened introducing an expansive wine-tasting bar, lounge, and a full dining room that’s situated prominently on the square along Downtown City Park in the heart of Paso Robles. In addition to its stellar hospitality, JUSTIN consistently receives top honors around the world, establishing itself as a leader in New World Bordeaux-style winemaking. JUSTIN wines are available through discerning fine wine retailers and restaurants throughout the United States, or directly from the Winery via JUSTIN’s Tasting Room, online store or to members of the exclusive JUSTIN Wine Society wine club. To discover more about JUSTIN, visit www.justinwine.com.We are pleased to share with you The Wonderful Company’s new Corporate Social Responsibility website: www.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, region, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

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