Customer Experience and Wine Club Manager

Fulkerson Winery is seeking a Customer Success Manager / Director of Retail & Experience to lead our direct-to-consumer business, including tasting room operations, wine club growth, and event programming. This role is responsible for delivering exceptional guest experiences while driving revenue, customer retention, and brand loyalty. The ideal candidate will oversee retail staff and day-to-day operations, own wine club strategy and lifecycle management, and develop a dynamic calendar of events that enhances engagement and profitability. This leader will be both strategic and hands-on—managing KPIs such as sales conversion, club retention, and event performance while continuously improving the customer journey. We are looking for a hospitality-driven, commercially minded professional with strong leadership skills and a passion for wine, experiences, and building lasting customer relationships.

JOB DESCRIPTION

Customer Success Manager / Director of Retail & Experience

Fulkerson Winery – Finger Lakes, NY

Role Summary

The Customer Success Manager / Director of Retail & Experience is responsible for delivering exceptional end-to-end customer experiences across all winery touchpoints, including retail, events, and wine club engagement. This role drives revenue growth, customer retention, and brand loyalty by overseeing tasting room operations, curating memorable events, and building a high-performing wine club program.

Key Responsibilities

1. Retail Operations (Tasting Room & Direct Sales)

Lead day-to-day tasting room operations, ensuring a welcoming, high-quality guest experience

Manage retail staff hiring, training, scheduling, and performance

Own direct-to-consumer sales performance, including wine, merchandise, and upsell strategies

Monitor KPIs (conversion rates, average transaction value, club sign-ups) and implement improvements

Oversee inventory management, point-of-sale systems, and merchandising strategy

2. Wine Club Management & Growth

Own full lifecycle of the wine club program (acquisition, onboarding, retention, and re-engagement)

Design and execute campaigns to grow membership and increase lifetime value

Curate club shipments, benefits, and exclusive experiences

Monitor churn, engagement metrics, and customer feedback to continuously improve offerings

Coordinate fulfillment, communications, and member support

3. Events Strategy & Execution

Develop and execute an annual events calendar (wine releases, seasonal events, private events, weddings, etc.)

Lead planning and onsite execution of events to ensure seamless customer experiences

Manage vendor relationships, logistics, and budgets

Partner with marketing on promotion, ticketing, and attendance targets

Evaluate event ROI and customer engagement outcomes

4. Customer Experience & Brand Loyalty

Act as the voice of the customer, translating feedback into improvements across the business

Ensure consistent, high-quality service standards across all customer interactions

Develop and implement customer journey enhancements (in-person and digital)

Resolve escalated customer issues with professionalism and care

5. Commercial & Operational Leadership

Own revenue targets for retail, events, and wine club channels

Develop forecasts and budgets for direct-to-consumer business lines

Collaborate with winery leadership on pricing, promotions, and product strategy

Implement scalable processes to support growth while maintaining a personalized experience

Qualifications

5–10+ years in retail, hospitality, winery operations, or customer success

Proven success managing customer-facing teams and driving revenue growth

Experience with wine club programs, events, or DTC sales strongly preferred

Strong analytical mindset with ability to translate data into actionable insights

Excellent interpersonal and communication skills

Passion for wine, hospitality, and building customer relationships

Success Profile

The ideal candidate is:

Customer-obsessed – anticipates needs and elevates every touchpoint

Commercially driven – understands how experience translates into revenue

Operationally strong – brings structure, KPIs, and accountability

Creative & entrepreneurial – develops new ideas for events and engagement

Hands-on leader – comfortable working on the floor while driving strategy

Pay: $49,833.14 - $60,014.10 per year

Benefits:

401(k)

Employee discount

Flexible schedule

Health insurance

Paid time off

Parental leave

Referral program

Work Location: In person