Executive Director Direct to Consumer & Customer Experience
Position SummaryKey responsibilities include oversight and management of assets, systems, people, and operations.
The Executive Director of Properties & Customer Experience will drive process, procedures, and activities that align with the company goals to deliver in priority order:
1) Profit and sales for the overall Wente enterprise:
2) Collaborate with other Wente business leaders (e.
g.
Digital, Brand, Sales, IT, Finance, etc.
) to achieve the annual plan while investing for future growth; and 3) Profit and sales for each of the individual properties.
Essential Functions:
Create a Vision Which Delivers Long and Short-Term Sales and Profit Growth Create a world-class vision and strategy for the Properties business that aligns with the values of the organization and drives customer loyalty and retention across all businesses as measured by sales, profit and total Wente customer count.
Leadership Lead the teams responsible for the Tasting Room, Wine Club, Events and Experiences, and Grill in a way that instills a winning customer-focused culture which drives financial performance.
Participate in both the creation and execution of annual plans in collaboration with other functions.
Collaborate with the GM of Golf to ensure that WFE is maximizing cross-promotional opportunities and that Grill is synced with the needs of the Golf team.
Strategize with ecommerce and wholesale/brand leaders on customer communications, data usage and strategic opportunities to grow DTC business.
Manage staff- recruiting, interviewing, hiring, firing, training, goal setting, assigning and directing work, conducting performance reviews, and addressing/resolving problems.
Customer Experience Define excellent hospitality guest experiences-understand and manage the customer journey with an eye toward growing club membership and loyalty as measured by retention/repeat purchase and customer satisfaction scores.
Report on Properties and Customer Experience trends to the executive audience as needed.
Customer Database, CRM, and Tech Stack Vision in Collaboration with Other Wente Leaders Create and coordinate processes, systems and tools (Commerce 7, Power Bi, Wine Pulse, Cellar Pass, Open Table, Yelp) that build a customer database which can consistently improve efficiency and effectiveness of customer spending.
Partner with VP Marketing, other Directors, Finance and IT on investing/planning in a system wide tech stack which allows for more employees to use data to meet customer needs while improving ROI over time.
Operations Oversee physical inventory of wine and non-wine goods - ensuring proper financial reporting on monthly basis.
Partner with COO and maintenance teams to ensure the properties are operating efficiently, uphold brand appearance standards, and capital projects are forecasted and managed.
Uphold Wente Standards Cultivate and support leaders with a safety-first mentality that implements risk and compliance strategies to protect our people.
Share company values of respect, integrity, sustainability, excellence.
Physical Demands/
Qualifications:
Requires the ability to sit, stand, walk, bend, stretch and climb at various times throughout the workday.
Hearing sufficient to understand conversations, both in person and on the telephone.
Ability to lift 50lbs.
Non-Physical Demands/
Qualifications:
Must have 15 years of experience minimum in a hospitality industry and/or related field.
Must have excellent interpersonal skills, effectively managing personnel while fostering an atmosphere of teamwork, understanding, cooperation and productivity.
Must have demonstrated competence under like business conditions by successfully coordinating activities with multiple components requiring independent follow through and attention to detail.
An optimistic person who thrives on challenges, leads by example and readily adapts in a competitive business environment.
Schedule flexibility to enable presence at key events and experiences which may occur on weekends or evenings.
Adequately represent the organization when in contact with customers and vendors on the telephone.
Communicate complex information clearly on a number of different levels, both verbal and written.
Operate under deadlines and sometimes under a high degree of pressure.
Consistently demonstrate business integrity at all levels, as well as be highly organized and detail oriented.
Recommended Skills Accounting Coordinating Customer Demand Planning Customer Experience Customer Satisfaction Databases Estimated Salary: $20 to $28 per hour based on qualifications.
The Executive Director of Properties & Customer Experience will drive process, procedures, and activities that align with the company goals to deliver in priority order:
1) Profit and sales for the overall Wente enterprise:
2) Collaborate with other Wente business leaders (e.
g.
Digital, Brand, Sales, IT, Finance, etc.
) to achieve the annual plan while investing for future growth; and 3) Profit and sales for each of the individual properties.
Essential Functions:
Create a Vision Which Delivers Long and Short-Term Sales and Profit Growth Create a world-class vision and strategy for the Properties business that aligns with the values of the organization and drives customer loyalty and retention across all businesses as measured by sales, profit and total Wente customer count.
Leadership Lead the teams responsible for the Tasting Room, Wine Club, Events and Experiences, and Grill in a way that instills a winning customer-focused culture which drives financial performance.
Participate in both the creation and execution of annual plans in collaboration with other functions.
Collaborate with the GM of Golf to ensure that WFE is maximizing cross-promotional opportunities and that Grill is synced with the needs of the Golf team.
Strategize with ecommerce and wholesale/brand leaders on customer communications, data usage and strategic opportunities to grow DTC business.
Manage staff- recruiting, interviewing, hiring, firing, training, goal setting, assigning and directing work, conducting performance reviews, and addressing/resolving problems.
Customer Experience Define excellent hospitality guest experiences-understand and manage the customer journey with an eye toward growing club membership and loyalty as measured by retention/repeat purchase and customer satisfaction scores.
Report on Properties and Customer Experience trends to the executive audience as needed.
Customer Database, CRM, and Tech Stack Vision in Collaboration with Other Wente Leaders Create and coordinate processes, systems and tools (Commerce 7, Power Bi, Wine Pulse, Cellar Pass, Open Table, Yelp) that build a customer database which can consistently improve efficiency and effectiveness of customer spending.
Partner with VP Marketing, other Directors, Finance and IT on investing/planning in a system wide tech stack which allows for more employees to use data to meet customer needs while improving ROI over time.
Operations Oversee physical inventory of wine and non-wine goods - ensuring proper financial reporting on monthly basis.
Partner with COO and maintenance teams to ensure the properties are operating efficiently, uphold brand appearance standards, and capital projects are forecasted and managed.
Uphold Wente Standards Cultivate and support leaders with a safety-first mentality that implements risk and compliance strategies to protect our people.
Share company values of respect, integrity, sustainability, excellence.
Physical Demands/
Qualifications:
Requires the ability to sit, stand, walk, bend, stretch and climb at various times throughout the workday.
Hearing sufficient to understand conversations, both in person and on the telephone.
Ability to lift 50lbs.
Non-Physical Demands/
Qualifications:
Must have 15 years of experience minimum in a hospitality industry and/or related field.
Must have excellent interpersonal skills, effectively managing personnel while fostering an atmosphere of teamwork, understanding, cooperation and productivity.
Must have demonstrated competence under like business conditions by successfully coordinating activities with multiple components requiring independent follow through and attention to detail.
An optimistic person who thrives on challenges, leads by example and readily adapts in a competitive business environment.
Schedule flexibility to enable presence at key events and experiences which may occur on weekends or evenings.
Adequately represent the organization when in contact with customers and vendors on the telephone.
Communicate complex information clearly on a number of different levels, both verbal and written.
Operate under deadlines and sometimes under a high degree of pressure.
Consistently demonstrate business integrity at all levels, as well as be highly organized and detail oriented.
Recommended Skills Accounting Coordinating Customer Demand Planning Customer Experience Customer Satisfaction Databases Estimated Salary: $20 to $28 per hour based on qualifications.
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