Loyalty Concierge

Constellation Brands•Paso Robles, CA

4d•Hybrid

About The Position

The Loyalty Concierge serves as the primary relationship manager and advocate for key wine club members, delivering personalized service and exceptional hospitality experiences that drive engagement, retention, and long-term loyalty. This role partners closely with Hospitality, Events, Operations, Brand, and eCommerce teams to coordinate member communications, manage club-related operations, resolve service issues, and curate memorable experiences for VIP guests and club members. The ideal candidate is relationship-driven, highly organized, and passionate about delivering elevated customer experiences that strengthen brand affinity and lifetime member value.

Requirements

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.
Must be at least 21 years of age.
Must be able to sit and/or stand for long periods of time and work on a computer for extended periods.
Lifting may be required.

Nice To Haves

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

Responsibilities

Serve as the primary point of contact for wine club members, delivering personalized, high-touch service through phone, email, and in-person interactions.
Develop and maintain strong relationships with members, VIP guests, key buyers, and concierge partners to drive engagement, retention, and lifetime value.
Proactively communicate club releases, membership benefits, events, offerings, and service updates while ensuring all communications are polished, accurate, and professional.
Conduct proactive outreach related to membership activity, club releases, declined payments, order updates, and other key touchpoints to strengthen member engagement and satisfaction.
Represent the brand with professionalism and hospitality excellence in every member interaction.
Partner with Hospitality, Events, Brand, and Reservations teams to create exceptional and personalized experiences for wine club members and guests.
Identify opportunities to recognize and elevate the experience of club members, VIP guests, and high-value customers through tailored service and special accommodations.
Support member-facing events, VIP visits, trade experiences, and community engagement activities that strengthen loyalty and brand affinity.
Collaborate with hospitality teams to ensure member preferences, benefits, and important guest information are communicated and executed consistently.
Support ongoing training, communication, and service initiatives that promote acquisition, retention, and elevated member experiences
Maintain accurate membership records, customer profiles, account updates, preferences, and customer data within company systems.
Support administration of wine club programs, including membership communications, website updates, internal resources, reservations systems, and program-related information.
Coordinate across Hospitality, Reservations, Operations, and eCommerce teams to ensure seamless execution of club initiatives and member services.
Maintain a thorough understanding of club, hospitality, event, and eCommerce offerings to effectively support members and guests.
Ensure member information, benefits, and program details are communicated consistently across all customer-facing teams.
Manage customer care communications, including inboxes, phone inquiries, and follow-up requests, ensuring timely and professional resolution.
Serve as the primary resource for shipping, fulfillment, and order-related inquiries, including returns, reshipments, carrier claims, lost packages, and member pickup requests.
Partner with Operations and Hospitality teams to coordinate order fulfillment, pickup experiences, inventory organization, and shipping logistics.
Resolve member concerns with a proactive, solutions-oriented approach that reinforces trust, satisfaction, and loyalty.
Support fulfillment activities and organizational needs associated with member order pickup and inventory management.
Monitor member engagement and identify opportunities to improve retention, satisfaction, tenure, and lifetime value.
Gather and communicate member feedback, trends, and insights to support continuous improvement of programs, services, and member experiences.
Partner cross-functionally with Hospitality, Events, Brand, Operations, Reservations, and eCommerce teams to ensure a seamless and consistent member journey.
Support business objectives by promoting white-glove service standards and fostering alignment across customer-facing teams.
Provide observations and recommendations to leadership to enhance member engagement, loyalty, and overall program performance.