Job Description

Job Description

Constellation Brands is a leading international producer and marketer of beer, wine, and spirits with operations in the U.S., Mexico, New Zealand, and Italy. Our mission is to build brands that people love, pushing boundaries to think beyond today because we believe that elevating human connections is Worth Reaching For. Our Wine & Spirits Division strives to lead the high-end market with a world-class portfolio of premium and fine wines and craft spirits that reflect authenticity, passion, and uncompromising standards—from soil to glass. Our success is powered by a high-performing, entrepreneurial team that moves with agility, works collaboratively, and is driven to win while growing their careers in a dynamic, rewarding environment.

Position Summary 

We are seeking an enthusiastic, dedicated, and personable Loyalty Concierge to join our team and directly engage with our key club members, providing them with elevated, personalized service. This position is essential in fostering and maintaining strong, lasting relationships with our club members, ensuring they feel valued, appreciated, and always supported. The ideal candidate will be passionate about customer service, problem-solving, and creating meaningful experiences that drive long-term loyalty.

Key Responsibilities:

• Personalized Member Service:
  • Serve as the main point of contact for key club members, delivering exceptional, individualized support to meet their unique needs and enhance their membership experience.
  • Must work cross functionally well, coordinate efforts and communicate with the Client Care team.
  • Work with Associate Club & Digital Sales Manager to keep the website updated regarding club memberships, benefits, events and club release details.
  • Work with the Hospitality team to surprise and delight returning members, personalization of menus and experiences to enhance club loyalty, engagement, retention and tenure.
  • Communicate daily through phone calls, voice messages and emails with wine club members and winery customers – both wine club and customer service inboxes and phone messages.
  • Manage membership and customer databases, insuring accurate and prompt entry of member signups, club changes, changes of address/credit card, tags, and key customer information, creating comprehensive customer profiles.

• Relationship Building:
  • Develop and nurture strong, personal relationships with club members, ensuring their satisfaction and promoting their long-term loyalty to the brand.
  • Retain and enhance the lifetime value of club members through engagement, follow-up, and outstanding customer service, promptly addressing inquiries and resolving issues.
  • Support Associate Cub & Digital Sales Manager in order fulfillment and to resolve shipping and customer service issues.
  • Connect with key buyers and maintain strong communication to foster loyalty.
  • Review TOCK reservations in advance to identify wine club members and VIP guests, providing helpful insights for hosts within notes.

• Experience Curation:
  • Create memorable and personalized experiences for club members, whether through tailored offerings, exclusive events, or bespoke recommendations, in alignment with their preferences and brand values.
  • Work with Hospitality team for continued engagement and training of all onsite, customer facing team members to encourage club acquisitions, retention and tenure.
  • Work with the Hospitality team to surprise and delight returning members, personalization of menus and experiences to enhance club loyalty, engagement, retention and tenure.

• Issue Resolution:
  • Actively listen and resolve member concerns or issues, ensuring a smooth and positive resolution that upholds the brand’s commitment to customer satisfaction.

• Support & Communication:
  • Provide proactive support and clear, timely communication with club members, keeping them informed about club offerings, benefits, updates, and special opportunities in the wine club inbox, phone calls and onsite.
  • Support Associate Club & Digital Sales Manager for continued engagement and training of all onsite, customer facing team members to encourage club acquisitions, retention and tenure. 
  • Responsible for customer care inboxes and phone calls. Respond to them in a timely manner to ensure member and guests satisfaction.

• Feedback & Insights :
  • Gather feedback from club members to continuously improve service delivery and ensure that member expectations are consistently met or exceeded.
  • Connect with key buyers and maintain strong communication to foster loyalty.

• Loyalty Retention:
  • Develop strategies to enhance member engagement, promote retention, and secure long-term value for both the club members and the brand.
  • Provide on-the-floor leadership for the Hospitality team for continued white glove service standards for visiting members
  • Work with the Hospitality team to surprise and delight returning members, personalization of menus and experiences to enhance club loyalty, engagement, retention and tenure.

• Brand Ambassador:
  • Represent the brand as the trusted point of contact for all loyalty-related inquiries, ensuring each interaction reflects the brand’s values and commitment to excellence.

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.

Preferred:

• Experience working with high-net-worth or VIP clients.
• Familiarity with CRM systems or customer engagement platforms.

This is a unique opportunity for someone who thrives in a dynamic, people-focused environment and wants to make a lasting impact on the loyalty and satisfaction of our club members

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The salary range for this role is:

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. Our compensation is based on cost of labor. For remote locations or positions open to multiple locations, the pay range may reflect several US geographic markets, including the lowest geographic market minimum to the highest geographic market maximum. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, the prevailing minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. At Constellation Brands, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate. We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Equal Opportunity

Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).

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