Manager, Membership Services

Mission Hill Family Estate • West Kelowna, BC

2d • CA$70,000 - CA$80,000 • Onsite

About The Position

The Manager, Membership Services will be responsible for developing and executing wine club growth and retention strategies, managing the end-to-end member journey, and ensuring personalized, luxury-aligned experiences. This role involves analyzing performance trends, leading service recovery, partnering with Marketing on communications, and maintaining accurate member data. The Manager will also oversee operational excellence, events, and member engagement, collaborating with various departments to execute shipments, releases, and events. Additionally, the role includes leading and coaching wine club team members and providing service standards guidance to guest-facing teams.

Requirements

• Develop and execute annual wine club growth and retention strategies that support membership acquisition, loyalty, and revenue targets.
• Monitor and optimize club conversion opportunities across all guest-facing experiences to strengthen member growth.
• Identify initiatives that increase member engagement, retention, and lifetime value while supporting a luxury, relationship-driven member experience.
• Analyze membership performance trends and partner with Guest Experience leadership to recommend actions and establish club-focused sales strategies.
• Own the end-to-end member journey, creating personalized, luxury-aligned experiences that build loyalty, deepen engagement, and ensure key members feel known and valued.
• Proactively engage members through outreach, tailored communications, and relationship-building activities informed by member preferences, visit history, important dates, and service context.
• Lead service recovery, resolve member concerns with professionalism and urgency, and ensure tier-specific benefits and experiences are consistently delivered.
• Partner with Marketing to develop member communication calendars and campaigns supporting shipments, releases, events, and accurate club information across all channels, ensuring all communications reflect Mission Hill’s luxury brand voice and relationship-driven service expectations.
• Ensure all member communications reflect Mission Hill’s luxury brand voice, storytelling standards, and relationship-driven service expectations.
• Own and monitor key Wine Club performance metrics, including membership growth, acquisition, retention, conversion rates, average order value, shipment participation, event attendance, engagement, revenue contribution, and profitability.
• Be accountable for using performance insights to identify risks, opportunities, and actions that improve member growth, retention, revenue performance, and overall club health.
• Support budget management for member events and engagement initiatives and provide regular, data-informed business updates and recommendations to Estate Leadership.
• Partner with Fulfillment, Wine Club Operations, Culinary, Events, Brand Marketing, Winemaking, and Guest Services to execute shipments, annual planning, member events, release celebrations, educational experiences, VIP programs, and elevated member touchpoints.
• Support member communications, event attendance strategies, recognition, service recovery, and visitation planning to ensure seamless, luxury-aligned execution across the member journey.
• Maintain accurate member data in Commerce7 and related systems to support personalization, operational efficiency, and thoughtful member engagement.
• Lead and coach wine club team members, coordinators, and seasonal support staff as assigned, while providing wine club education and service standards guidance to guest-facing teams.

Responsibilities

• Develop and execute annual wine club growth and retention strategies that support membership acquisition, loyalty, and revenue targets.
• Monitor and optimize club conversion opportunities across all guest-facing experiences to strengthen member growth.
• Identify initiatives that increase member engagement, retention, and lifetime value while supporting a luxury, relationship-driven member experience.
• Analyze membership performance trends and partner with Guest Experience leadership to recommend actions and establish club-focused sales strategies.
• Own the end-to-end member journey, creating personalized, luxury-aligned experiences that build loyalty, deepen engagement, and ensure key members feel known and valued.
• Proactively engage members through outreach, tailored communications, and relationship-building activities informed by member preferences, visit history, important dates, and service context.
• Lead service recovery, resolve member concerns with professionalism and urgency, and ensure tier-specific benefits and experiences are consistently delivered.
• Partner with Marketing to develop member communication calendars and campaigns supporting shipments, releases, events, and accurate club information across all channels, ensuring all communications reflect Mission Hill’s luxury brand voice and relationship-driven service expectations.
• Ensure all member communications reflect Mission Hill’s luxury brand voice, storytelling standards, and relationship-driven service expectations.
• Own and monitor key Wine Club performance metrics, including membership growth, acquisition, retention, conversion rates, average order value, shipment participation, event attendance, engagement, revenue contribution, and profitability.
• Be accountable for using performance insights to identify risks, opportunities, and actions that improve member growth, retention, revenue performance, and overall club health.
• Support budget management for member events and engagement initiatives and provide regular, data-informed business updates and recommendations to Estate Leadership.
• Partner with Fulfillment, Wine Club Operations, Culinary, Events, Brand Marketing, Winemaking, and Guest Services to execute shipments, annual planning, member events, release celebrations, educational experiences, VIP programs, and elevated member touchpoints.
• Support member communications, event attendance strategies, recognition, service recovery, and visitation planning to ensure seamless, luxury-aligned execution across the member journey.
• Maintain accurate member data in Commerce7 and related systems to support personalization, operational efficiency, and thoughtful member engagement.
• Lead and coach wine club team members, coordinators, and seasonal support staff as assigned, while providing wine club education and service standards guidance to guest-facing teams.

Benefits

• Competitive compensation that recognizes individual and company performance
• Bonus plan
• Access to company-matched RRSP contributions
• Extended health and dental benefits
• Mental health plans with 24/7 access to care and support for you and your family
• Paid time off
• Training and development to build a fulfilling career

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed