Head Of Member Services

We are seeking an experienced and dynamic individual to join our team as the Head of Membership for our direct-to-consumer private wine club. As the Head of Membership, you will be responsible for developing and implementing strategies to attract, engage, and retain members, ensuring the growth and success of our wine club. You will play a crucial role in driving revenue, enhancing member satisfaction, and building long-lasting relationships with wine enthusiasts. This role is remote and preferred candidate must be located in Greater Toronto Area.

Key Responsibilities

• Acquisition and Retention: Implement effective marketing and sales initiatives to acquire new members through targeted campaigns, referrals, events, partnerships, and other relevant channels. Focus on member retention through personalized communication, exclusive offerings, member benefits, and exceptional customer service.
• Revenue Generation: Drive revenue growth by analyzing sales data, identifying trends, and implementing strategies to increase member spending and average order value. Collaborate with the marketing and sales teams to develop targeted promotions, upsell opportunities, and product recommendations.
• Cross-functional Collaboration: Collaborate closely with the wine sourcing team, marketing team, operations team, and customer support team to ensure seamless operations, efficient delivery logistics, and exceptional member experiences. Provide valuable insights and feedback to enhance the overall member journey.
• Customer Relationship Management: Develop and maintain our Zendesk customer relationship management (CRM) system to track member preferences, purchase history, and engagement levels. Utilize data-driven insights to enhance member experience, tailor offers, and deliver personalized recommendations.
• Membership Strategy: Develop and execute a comprehensive membership strategy to attract new members and retain existing ones, aligning with the overall business objectives and brand image of the wine club.
• Reporting and Analysis: Develop and present regular reports on membership metrics, sales performance, member feedback, and other relevant key performance indicators. Use data analysis to identify opportunities for improvement and optimize strategies.
• Member Engagement: Create engaging experiences for members through exclusive events, tastings, tours, and virtual experiences. Foster a sense of community among members, encouraging participation and interaction through various communication channels, including social media, newsletters, and online forums.

Key Qualifications

• Excellent communication and interpersonal skills with the ability to engage and build relationships with members, vendors, and internal stakeholders.
• Exceptional organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Strong leadership abilities and the aptitude to collaborate effectively with cross-functional teams.
• Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.
• Bachelor’s degree in business, marketing, hospitality, or a related field (or equivalent experience). Wine certifications or industry-related qualifications are a plus.
• Proven experience in membership management, customer relationship management, or sales/marketing roles, preferably in the wine industry or direct-to-consumer businesses.
• Passion for wine and a solid understanding of the wine industry, including wine regions, varietals, and wine production processes.
• Strong understanding of customer acquisition and retention strategies, including digital marketing, CRM systems, and customer engagement tactics.
• Flexibility to travel occasionally for events, industry conferences, and vendor visits.