Loyalty Concierge
$69,500–$102,100 year
On-sitePaso Robles, California, United States
Job Summary
Serve as the primary relationship manager for wine club members, delivering personalized service via phone, email, and in-person interactions to drive engagement and retention. Conduct proactive outreach regarding membership activity, club releases, and declined payments while managing customer care communications and resolving shipping, fulfillment, and order-related inquiries. Partner cross-functionally with Hospitality, Events, Operations, and eCommerce teams to coordinate member experiences, manage club operations, and ensure consistent communication of benefits and program details. Maintain accurate membership records and support business objectives by gathering member insights to enhance loyalty and overall program performance.
Required Qualifications
- Proven experience in customer service, hospitality, or client relations, preferably within a membership-based or luxury brand environment
- Excellent interpersonal and communication skills, with the ability to build rapport and trust quickly with diverse individuals
- Strong problem-solving abilities and a proactive approach to resolving issues efficiently
- A passion for creating personalized, high-touch customer experiences
- Ability to handle confidential information with discretion and maintain a high level of professionalism
- Strong organizational skills and the ability to manage multiple member requests simultaneously
- Availability to work on-site and accommodate the needs of club members during peak hours or events as necessary
- A deep understanding of loyalty programs and the ability to leverage them for customer engagement
- Must be at least 21 years of age
- Must be able to sit and/or stand for long periods of time and work on a computer for extended periods
- Lifting may be required
Desired Qualifications
- Experience working with high-net-worth or VIP clients
- Familiarity with CRM systems or customer engagement platforms
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