Senior Associate, Customer Experience (DTC & Reservations) at The Wonderful Company

San Luis Obispo, California, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

25.0

Posted On

07 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Hospitality, Sales, Operational Precision, Data Analysis, CRM Proficiency, Reservation Platforms, Communication Skills, Organizational Skills, Multitasking, Upselling, Cross-Selling, Team Collaboration, Service Standards, Wine Knowledge, Luxury Retail

Industry

Food and Beverage Manufacturing

Description

Company Description Wonderful Wines — the premium wine division of The Wonderful Company — unites three iconic California wineries: JUSTIN Vineyards & Winery in Paso Robles, Lewis Cellars in Napa Valley, and Landmark Vineyards in Sonoma. Together, we craft extraordinary wines and unforgettable experiences that reflect our passion for quality, innovation, and hospitality. We’re seeking a Senior Associate, Customer Experience to support our Direct-to-Consumer (DTC) operations and enhance the guest journey across all three brands. This individual will play a key role in ensuring a seamless and elevated experience for wine club members, guests outside the Wine Society who wish to reserve tastings, tours, or dining experiences at all properties, and trade and corporate clients. The ideal candidate combines a hospitality-driven approach with strong sales instincts, operational precision, and the ability to thrive in a fast-paced, dynamic environment. This position will be based at our Paso Robles, CA location. We work a hybrid schedule with an in-office requirement Monday-Wednesday and the option to work remotely on Thursday and Friday. Job Description Deliver exceptional service and act as a key point of contact for guests, members, and trade clients proactively identifying opportunities to enhance their visit through upgraded experiences or additional purchases. Manage and optimize customer operations — including reservations, order processing, and fulfillment coordination with a focus on efficiency and guest satisfaction. Support wine club programs by maintaining member databases, monitoring shipment performance, and resolving exceptions to ensure retention and renewal success. Analyze customer and sales data to identify trends and recommend strategies that drive revenue growth, repeat visitation, and conversion. Assist in developing SOPs, team training materials, and service standards that reinforce sales excellence and luxury-level hospitality. Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences. Support the Customer Experience Manager with escalations, reporting, and team communications Represent Wonderful Wines at select events and provide on-site guest support as needed serving as a brand ambassador for our portfolio of premium wineries. Qualifications 3–5 years’ experience in hospitality, sales driven guest relations, or customer service, preferably in the wine, luxury retail, or resort industries 2+ years in a team lead or senior associate capacity Proficient in CRM and reservation platforms (Tock, Commerce 7, RedChirp) and Microsoft Office (Excel, Outlook, PowerPoint) Excellent written and verbal communication skills, with a confident, and professional demeanor. Strong organizational skills and ability to multitask and adapt quickly in a fast-paced environment. Proactive in identifying opportunities to upsell, cross-sell, and personalize guest experiences. Passionate about delivering five-star service and creating memorable guest experiences Bachelor’s degree preferred Pay Range: $22.00 - $25.00 per hour. Final compensation will be dependent upon skills & experience. Additional Information Thriving Wellness Community: Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future and including: 24/7 online physician consultations virtual mental health resources life coaching engaging employee community groups cash rewards for healthy habits and fitness reimbursements library of on-demand fitness videos Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units. Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses. Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward. Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace. Building a Healthy Society: To date, our co-Founders Lynda and Stewart Resnick, through their foundations and The Wonderful Company, have invested more than $2.5 billion in education, health and wellness, community development, and sustainability initiatives across California’s Central Valley, Fiji, and the world. In 2025, Wonderful ranked as #1 in PEOPLE’s “100 Companies That Care” list and was named one of Fortune magazine’s 100 Best Companies to Work For. To learn more about our corporate social responsibility efforts, visit csr.wonderful.com. Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities. Located in Paso Robles, JUSTIN® Vineyards & Winery was founded in 1981 and is known for crafting world- class wines using Bordeaux grape varieties, including the iconic ISOSCELES® blend of Cabernet Sauvignon, Cabernet Franc and Merlot. The Vineyard estate, located at 11680 Chimney Rock Road, features a Tasting Room, luxury five-star accommodations at the JUST Inn®, and a Restaurant—making it one of the only wineries on the Central Coast to offer all three options. In September 2018, a new second location, the JUSTIN Downtown Tasting Room opened introducing an expansive wine-tasting bar, lounge, and a full dining room that’s situated prominently on the square along Downtown City Park in the heart of Paso Robles. In addition to its stellar hospitality, JUSTIN consistently receives top honors around the world, establishing itself as a leader in New World Bordeaux-style winemaking. JUSTIN wines are available through discerning fine wine retailers and restaurants throughout the United States, or directly from the Winery via JUSTIN’s Tasting Room, online store or to members of the exclusive JUSTIN Wine Society wine club. To discover more about JUSTIN, visit www.justinwine.com. The Wonderful Company is an Equal Opportunity Employer that provides opportunities for advancement. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories. EEO is the law - click here for more information

Responsibilities

Deliver exceptional service and act as a key point of contact for guests, members, and trade clients. Manage and optimize customer operations, including reservations and order processing, to enhance guest satisfaction.