Who we are
Founded in 2003, Vinfolio fulfills the needs of fine wine enthusiasts worldwide. In 2022, Vinfolio merged with Fine and Rare Wines Limited, one of the world's leading marketplaces for fine wines, spirits, and collectible experiences. We are a global business with offices in Asia, Continental Europe, and the UK.
Our unique platform offers the fine wine consumer an ideal 360-degree solution to more enjoyably pursue their passion for drinking and cellaring the world's best wines. We buy and sell collectible fine wine and operate the only true full-service wine storage facility in the United States. We provide a cutting-edge, purely web-based wine management software solution that enables enthusiasts to actively manage their cellars, and our marketplace is the first and only platform available in the USA for collector-to-collector wine sales. Our state-of-the-art warehouse and office headquarters are located in Napa, Northern California.
Role information
As the Customer Experience Lead, you will manage and lead the US Customer Experience team, overseeing day-to-day processes and managing client and reservist queries and issues. You will have a clear focus on developing Customer Experience in the US and the contribution to the integration of Vinfolio, assessment and continual improvement on client journeys, problem resolution and proactive management of issues through to resolution.
You will develop comprehensive expertise in Hubspot CRM to drive value for client experience, working cross-functionally to optimize the ticketing system alongside reporting framework to measure and metricate service across all touch points.
Work closely alongside the Head of Customer Experience, and cross-functionally on ensuring a consistent and highly service-driven approach to customer experience is embedded throughout the US to support a successful implementation of Hubspot, SAP and our internal catalog software.
Key areas of responsibility
- Manage and oversee queries coming into the Customer Service inbox, ensuring the team responds to them within the set time frames.
- Be the escalation point for any urgent issues, ensuring a prompt resolution.
- Focusing on providing a high-quality service for our customers, including looking at customer journeys, online behaviors, and data-driven approach.
- Work with the Head of Brand Experience and cross-functionally, to build market leading customer journeys, refine online experience for sales journeys and support with the implementation of SAP, catalog and Hubspot systems.
- Become an established super user of the digital systems (CRM, Catalog, SAP) within the business.
- Define and understand the digital customer journey (including reservists), identifying the various touch points and ensuring Customer experience processes are automated, where possible.
- Responsible for building and maintaining robust communication channels with customers, reservists and stakeholders allowing customer feedback to continuously improve the customer journey and overall experience.
- Working closely with the Continental Europe, Asia and UK teams to develop a seamless 24h support experience, by understanding that transparency during order process globally, clear communication through order tracking, followed by efficient order fulfilment, is delivering a quality customer experience.
- Implement comprehensive service-driven reporting on digital customers and reservists KPIs.
- Review and take data-driven action to improve service and evolve journeys.
- Lead, manage, coach & develop the team.
Skills, Knowledge + Experience
- Experience in managing small team, ideally gained in the service industry.
- Proven track record of achieving ambitious commercial growth targets.
- Experience in identifying customer needs and working collaboratively to develop innovative solutions to meet them.
- Be an exceptional listener, with capacity to absorb and utilize key information.
- Highly confident in analyzing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).
- Functional experience working with Hubspot and SAP and supporting with software implementation.
- Able to prioritize significant workload and resource proactive to changing demands and requirements.
- Highly proactive, growth mind-set
- Highly capable communicator and collaborator with the ability to work cross functionally at all levels.
- Strong attention to detail and a methodical and proactive, logical problem solver.
Job Type: Full-time
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Ability to Commute:
- Napa, CA 94558 (Required)
Ability to Relocate:
- Napa, CA 94558: Relocate before starting work (Required)
Work Location: In person