Responsibilities

• Assist in the leadership of loyalty and member experience staff, including hiring, onboarding, training, coaching, performance management, recognition and professional development
• Maintain advanced proficiency in the winery’s CRM and reservation systems to support daily operations and assist team members as needed
• Plan, prioritize, and oversee multiple projects, initiatives, guest inquiries
• Analyze guest and sales data to identify trends, opportunities, and performance gaps to guide program optimization/decision-making
• Lead the strategy, execution, and continuous improvement of Jordan’s loyalty and guest engagement programs to drive enrollment, retention and revenue growth
• Analyze key performance indicators (KPIs) related to loyalty participation/overall program performance
• Build strong, trusted relationships with guests to deepen loyalty, elevate the guest experience/increase value
• Support campaigns, promotions, special events, and guest initiatives tied to loyalty and DTC growth
• Work with external vendors on e-commerce and loyalty initiatives in alignment with leadership direction
• Develop/maintain reporting, dashboards, and performance summaries to communicate results, insights/recommendations

Requirements

• Bachelor’s degree in hospitality or related field
• Minimum 5 years’ experience in a luxury hotel, winery, or restaurant environment, with demonstrated experience in CRM, loyalty, or DTC roles
• Flexible and adaptable, ability to adjust schedules and responsibilities as needed, including evenings, weekends, and holidays
• Demonstrated ability to lead with professionalism, warmth, and discretion in a guest-centered setting
• Strong organizational, leadership, and problem-solving skills, with exceptional attention to detail
• Self-motivated and accountable, with the ability to work independently, prioritize and make decisions in a fast-paced environment
• Excellent verbal, written and interpersonal communication skills with the ability to collaborate
• Proficient in Microsoft Word, Excel, Teams, Outlook; experience with CRM platforms required

Preferred

• Experience with Commerce7 & RedChirp (SMS) is a plus
• General knowledge of marketing/social media platforms is a plus

Benefits

• Health insurance (medical, dental, vision, life)
• 401k program/company match
• Paid vacation, sick, holiday time
• Employee discounts