Director DTC Operations

C. Mondavi & Family•St. Helena, CA

14h•Onsite

About The Position

The Director of DTC Operations provides strategic leadership for the direct-to-consumer business, with primary responsibility for Charles Krug Winery. The role oversees all DTC revenue channels, including the tasting room, wine club, eCommerce, tele-sales, events, and hospitality experiences. The Director balances strategic thinking with hands-on leadership, focusing on financial performance, customer relationships, employee development, and the long-term success of the DTC business. The Director is accountable for revenue growth, profitability, customer acquisition and retention, visitation, and guest satisfaction while ensuring operational excellence and alignment with company objectives. Working closely with Marketing, Finance, Operations, and Executive Leadership, the position develops and executes strategies that strengthen customer relationships and support the long-term success of the DTC business.

Requirements

Seven or more years of progressive leadership experience in DTC sales, hospitality, retail, or consumer-facing operations; wine industry experience is preferred.
Proven success managing multiple revenue channels and delivering financial results.
Experience with tasting room, wine club, eCommerce, hospitality, and event operations.
Strong background in budgeting, forecasting, operational planning, and business analysis.
Experience developing customer acquisition, retention, and revenue growth strategies.
Familiarity with DTC technology platforms such as Commerce7, Tock, Mailchimp, and related reporting tools.
Strong leadership, analytical, communication, and problem-solving skills.
Ability to work onsite and maintain flexibility for evenings, weekends, and special events.
Strategic business planning and execution skills.
Revenue growth, sales leadership, and customer development skills.
Financial management, budgeting, forecasting, and P&L accountability.
Hospitality and customer experience leadership.
Data analysis and performance management.
Team leadership, coaching, and talent development.
Business development and partnership management.
Strong communication and cross-functional collaboration.
Problem-solving, innovation, and adaptability.
Operational planning and execution.

Nice To Haves

Bachelor’s degree in business, hospitality, marketing, or a related field is preferred; equivalent experience is considered.
Experience in the wine industry.

Responsibilities

Develop and execute DTC strategies to achieve revenue, profitability, visitation, and customer growth objectives.
Establish annual business plans, budgets, forecasts, sales goals, and performance metrics.
Identify opportunities to increase customer acquisition, retention, average order value, and lifetime value.
Monitor market trends and consumer behavior to adapt business strategies and identify growth opportunities.
Collaborate with executive leadership on long-term planning and business development initiatives.
Lead tasting room, wine club, eCommerce, tele-sales, events, and hospitality operations.
Drive winery visitation through strategic partnerships, tourism relationships, marketing initiatives, and customer acquisition programs.
Oversee wine club growth, member retention, customer engagement, and loyalty programs.
Partner with Marketing on customer communications, promotional initiatives, and digital sales.
Ensure guest experiences strengthen brand loyalty and drive sales conversion.
Maintain accountability for DTC financial performance, including revenue, profitability, labor, operating expenses, and budgets.
Analyze business results and key performance indicators to identify opportunities for improvement.
Oversee DTC operational processes, inventory coordination, order fulfillment, and customer service standards.
Evaluate systems, technology, and processes to improve efficiency, customer experience, and business performance.
Ensure compliance with company policies and applicable alcohol beverage regulations.
Lead, coach, and develop DTC managers and team members.
Establish performance expectations, accountability measures, and development plans.
Oversee staffing, scheduling, workforce planning, and labor management.
Promote accountability, collaboration, hospitality, and continuous improvement.
Foster cross-functional partnerships to achieve business objectives.