We are a digital-first premium wine brand built on exceptional quality and direct-to-consumer connection. Backed by our new physical tasting room, we treat e-commerce as a virtual extension of our high-touch hospitality. Our first decade of business was focused on building strong brand recognition, and strong ecommerce and club sales naturally resulted from our efforts. Following recent industry-wide shifts, our direct-to-consumer revenue has normalized, and we are looking forward to investing in a new strategic role to capture our next chapter of growth.

If you are a startup operator looking to escape corporate tech burnout and apply your scaling skills to an artisanal, purposeful luxury brand, this is your landing pad. You won’t be forced to write copy, design email templates, or manage social media graphics—our incredibly talented Director of Brand & Marketing already has the creative vision completely covered. Instead, you will be the analytical mastermind, subscription architect, and operational engine that optimizes our digital ecosystem and helps us reclaim our historical volume.

Customer Flow Architecture & Development

Omnichannel Playbook Development: Architect and implement a distinct customer experience playbook. Discern between fully digital members who interact entirely online and local club members who treat our tasting room as their home base.
Concierge Support & Organic Upsells: Directly manage digital and phone customer service—many of whom are club members—with a high-touch, VIP hospitality mindset. Leverage day-to-day interactions (order changes, credit card updates) to secure gentle upsells, add-ons, and club retention. Act on or funnel info@ emails to appropriate team members. Attend and dazzle at Club pickup events (3-4x per year)
Club Release Lifecycle: Own the end-to-end execution of our automated subscription model via Bloom Wine, including advanced database segmentation, payment collection, and proactive decline recovery.

Product Merchandising, Supply Chain, & Logistics

Merchandising Accountability: Fully own and manage product rollouts, online menu architecture, and digital product bundles across the website, wine club, and tasting room. Consult directly with the Founder/Winemaker on wine availability and the Director of Brand & Marketing on creative layout. Alert our compliance firm which SKUs need to be market ready for which state.
3PL Warehouse Management: Act as the primary operational contact for our third-party logistics provider to ensure precise packing, timely shipping, and seamless tracking through ShipCompliant.
Cross-Channel Inventory Alignment: Coordinate with the National Sales Manager (Wholesale) to balance shared inventory and protect our digital storefront and tasting room from stockouts. Provide simple, data-backed DTC sales estimates to the Winemaker to guide production.

E-commerce Strategy & Organic Growth

Organic Traffic Leadership: Act as our internal expert on driving organic DTC revenue. Continually optimize customer acquisition via search, strategic flows, and our primary social channels (Instagram, Pinterest, and Facebook).
Channel Innovation: Evaluate emerging digital sales trends and proactively pitch new opportunities (such as a business case for TikTok) if the data supports a high ROI.
Campaign Deployment: Take completed creative assets and copy from the Brand Director to physically build, test, and schedule high-performing email and SMS flows inside Klaviyo.
Paid Media Advisory: While we do not run paid media campaigns yet, bring an understanding of paid channels to help guide future advertising options.

Data Analytics & Financial Performance

DTC Health Dashboard: Track and report on core e-commerce metrics: Customer Lifetime Value (LTV), Customer Acquisition Cost (CAC), subscription churn rate, and Average Order Value (AOV).
Data Integration: Ensure clean data flows seamlessly between our physical Shopify POS system in the tasting room and our central Shopify e-commerce engine for unified reporting and customer targeting.

Qualifications & Required Skills

DTC Subscription Track Record: 3–5+ years managing day-to-day operations, customer journeys, and logistics for an established direct-to-consumer (DTC) or subscription-box brand (wine, food & bev, apparel, beauty, CPG, tech, etc.).
Shopify & Klaviyo Mastery: Deep, hands-on experience building customer segments, launching automated retention flows, and managing backend product logic within Shopify and Klaviyo. You know how to troubleshoot a checkout error and read a flow health report.
Organic Revenue Engine: Demonstrated success growing an online community and driving sales through organic channels (SEO, Instagram, Pinterest, and organic loops) without relying on paid ad spend budgets.
Luxury/Premium Mindset: Experience in a high-touch industry where customer loyalty is built on personalized, meaningful, concierge-style relationships rather than cheap discounts.
Data Fluency: Highly analytical. You don't just export spreadsheets; you know how to calculate customer lifetime value (LTV), analyze subscription churn cohorts, and build forecasting models in Excel or Google Sheets.
Winery Stack (Preferred but Coachable): Direct experience with wine-specific compliance (including a baseline understanding of alcohol marketing restrictions, shipping laws and cross-state compliance), and subscription platforms like Bloom Wine and ShipCompliant is a massive plus. If you don't know them, you must be a fast, resourceful learner who can master them in your first 30 days.

Compensation & Benefits

Salary dependent on experience
Performance Bonus: Eligible for a performance-based bonus program tied directly to measurable growth in Subscription Retention Rates and Total Net DTC Revenue Growth.
Sonoma County preferred. Open to wider CA Bay Area.

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E-Commerce & Subscription Operations Manager (DTC Wine)