Loyalty Concierge – Member Relationship Specialist

About the role

The Loyalty Concierge is the primary relationship manager for key wine club members, delivering personalized, high‑touch service that drives engagement, retention, and long‑term loyalty. Working closely with Hospitality, Events, Operations, Brand, and eCommerce teams, you will coordinate communications, manage club operations, resolve service issues, and curate memorable experiences for VIP guests and members.

Key responsibilities

• Serve as the main point of contact for wine club members via phone, email, and in‑person interactions.
• Develop and maintain strong relationships with members, VIP guests, key buyers, and concierge partners.
• Proactively communicate club releases, benefits, events, and service updates with polished, professional messaging.
• Conduct outreach related to membership activity, payment issues, order updates, and other touchpoints to enhance engagement.
• Partner with Hospitality, Events, Brand, and Reservations teams to create personalized experiences for members and guests.
• Identify opportunities to elevate the experience of high‑value customers through tailored service and special accommodations.
• Support member‑facing events, VIP visits, trade experiences, and community engagement activities.

Required profile

• Relationship‑driven with a passion for delivering elevated customer experiences.
• Highly organized and able to manage multiple priorities in a fast‑paced environment.
• Excellent communication skills, both written and verbal.
• Professional demeanor with a strong sense of hospitality excellence.

Required skills

• Strong interpersonal and customer service skills.
• Ability to use phone, email, and CRM tools for member communication.
• Experience coordinating events and hospitality services.

What we offer

• Opportunity to work with iconic beverage brands in a dynamic, growth‑focused company.
• Collaborative environment that values innovation and consumer‑centric thinking.
• Exposure to cross‑functional teams across hospitality, events, and eCommerce.