Membership Manager

Description

Membership Manager

William Chris Wine Company

Full-Time | Texas-Based | On-Site

Salary Range: Based on experience, bonus eligible

The Membership Manager is an operational leader within the winery’s hospitality and revenue ecosystem, responsible for owning the end-to-end execution of our membership programs across all brands. This role balances operational excellence, including flawless release execution and team leadership, with a strategic vision to continuously improve systems, processes, and experiences that drive long-term member retention and lifetime value. Working in close partnership with the Director of Membership and brand leadership, this individual should be capable of stepping into broader leadership responsibility over time.

Duties And Responsibilities

Membership & Release Leadership

• Own the full lifecycle of all wine club releases across brands, from set up through execution, reporting, and post-release analysis.
• Serve as the central point of accountability for release performance, timelines, inventory coordination, fulfillment readiness, and cross-departmental alignment.
• Ensure consistent, high-quality member experience with membership activations across releases, events, and key touchpoints measuring and reporting on member engagement.
• Identify gaps, friction points, and inefficiencies within membership operations and lead the design of improved processes to increase retention and engagement in our membership.
• Build systems that support growth while protecting the member experience and showing results in increased engagement of membership.
• Partner cross-functionally to ensure new processes are well-integrated, adopted, trained and measurable.
  
  

Concierge Program Oversight And Innovation

• Provide oversight and strategic direction for the concierge program, ensuring seamless coordination and delivery of personalized services to wine club members and guests.
• Identify opportunities for innovation and enhancement within the concierge program, keeping abreast of industry trends and customer preferences.
• Collaborate with the team to implement new and creative elements that elevate the concierge experience and contribute to increased member satisfaction, brand loyalty and return visits.
• Develop and administer reporting for concierge-related referrals and measure effectiveness and impact of strategic partnerships.
  
  

Team Leadership & Management

• Lead, develop, and manage the membership team through clear priorities, coaching, and accountability.
• Oversee staffing, scheduling, assignments, and project management related to the release cycle and membership engagement campaigns.
• Conduct regular one-on-ones, goal setting, and performance development, fostering a collaborative and results-driven culture.
• Serve as an escalation point for complex member concerns, ensuring thoughtful and timely resolution.
• Proactively identify risks and opportunities within the membership journey and address them before they become problems.
  
  

Strategic Membership Growth & Retention

• Evaluate and refine membership structures, benefits, and engagement strategies to improve retention, tenure, and lifetime value.
• Use data, member feedback, and operational insight to recommend and implement improvements that increase impact and efficiency.
• Track and analyze key membership metrics including retention, attrition, LTV, tenure, customization rates, skip/decline behavior, and recovery.
• Translate data into insights that inform leadership decisions and future strategy.
  
  

Requirements

QUALIFICATIONS & LEADERSHIP ATTRIBUTES:

• Proven ability to lead teams while managing complex, deadline-driven operational cycles.
• Strategic thinker who enjoys building systems, not just maintaining them.
• Comfortable operating under pressure with a high degree of ownership and accountability.
• Strong communicator who collaborates effectively across departments and leadership levels.
• Detail-oriented, highly organized, and able to manage multiple priorities simultaneously.
• Self-directed leader who takes initiative and drives work forward with minimal supervision.
• Availability to work peak business periods, including weekends and select holidays.