Job Details

Member Analytics:Analyze customer and sales metrics to identify opportunities for performance optimization. Support onboarding and training for new and existing team members. Monitor customer feedback to identify trends and patterns. Serve as the second-tier escalation point for the Customer Experience team, supporting Associates in promptly addressing customer issues and ensuring resolution and satisfaction. Maintain SOPs and training guides for the CE team. Maintain customer database, CE team data and KPI reports. Collaborate with cross-functional team members to develop club shipment calendar and communications plan. Oversee customer credit card decline outreach strategy and daily reporting. Analyze customer database to identify club shipment exceptions (e.g., ABV, states with shipping limitations); develop action plan for exception cases. Client Experience:Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery. Manages ...Customer Experience, Reservations, Wine, Associate, Reservation, Experience, Manufacturing, Retail