Position

At CHANDON, we craft exceptional sparkling wines and experiences based on the celebration of communities. Hosting 250,000 consumers every year in our 6 wineries around the globe. Our Brand Homes are the flagships of our Maison, the heart of our Direct-to-consumer strategy, the living heart of

Chandon's DNA and the ultimate brand desirability builder. Our Brand Homes are based on a very strong business model : crafting memorable experiences for life and advocacy, connecting hospitality, retail, and loyalty, building a community of fans giving them access to exclusive wines, accessories, events, and service.

We HOST with HEART. We welcome everyone to our homes and gardens with a sense of celebration, encouraging the exploration of our craft. We open the doors to our adventurous spirit, inspiring the senses with the rhythm of the seasons and our love of the land. We champion our exceptionally crafted sparkling wine with generosity, elegance and empathy.

In the current transformation journey to elevate our standards and accelerate value creation, this role is responsible to unlock new sources of Direct-to-consumer revenue growth by crafting ultimate branded experiences, deepen relationships with existing consumers and recruiting new. As a learning hub, our Brand Home and Club are standing out in the Napa valley and deliver a sustainable growth and profit.

Part of the Winery team, the Head of DTC will lead the Direct-To-Consumer strategy by setting the direction & priorities, leading onsite and online customer service, ensuring client satisfaction and acquisition, contributing to the brand's elevation, and meeting sales targets.

Location: Based in Napa, CAJob responsibilities

Chandon Head of DTC Director supervises and stirs all Hospitality, Retail and Club's performance, operations and experiences to maintain and grow the business. This role provides strategic leadership and ensures business is aligned with Chandon vision, focusing on driving traffic, managing teams, delivering an impeccable high quality of service andaccelerating client acquisition & retention toensure a long-term business profitability

To meet our DTC strategic objectives, we must develop value creation through high-value online & offline experiences, requiring excellence in luxury brand representation for our diverse customers.

MISSIONS:

Provide strategic leadership: align all DTC aspects with the Chandon vision and develop strategies for business growth and brand elevation onsite, online and with B2B

Drive DTC revenue growth: lead the business development in maximizing revenue through strategic planning in local lead generation, retail, club, and events focusing on driving traffic, conversion, and customer engagement. Provide business expansion by cultivating B2B and Tourism partners, maximizing opportunities and negotiating agreements Focus on driving Club growth through specific initiatives, seamless operations and member satisfaction & retention.

Ensure Hospitality excellence: lead the Hospitality operations in achieving high-quality standards and managing budgets, embracing our philosophy 'Hosting with Heart', ensuring our guests feel relaxed and cherished. We strive to represent CHANDON to the highest standards in everything we do (including venue, attitude & grooming), to enrich the luxury of the experience, ensuring immaculate execution of our hosting standards.

Elevate Online & onsite Experiences: ensure brand excellent visibility and implementation of Chandon's signature experiences that provide memorable guest experiences to contribute to the brand's elevation and wine credentials. Our Hosts are Brand ambassadors, sharing stories about our Lands & Wines to engage, educate and connect with our guests. Develop and execute local sales strategies, implementing marketing campaigns to drive B2B/Retail/Club/CRM sales growth, installing daily performance management, developing clienteling and bringing continuous improvement.

Manage Teams and Promote Team collaboration: foster a collaborative work environment, supporting business development and hospitality / retail / club teams' recruitment and development, encouraging professional growth. Motivate the team building appropriate incentive programs.

Manage stakeholder Relationships: build and maintain strong relationships with internal and external stakeholders, including senior management, partners, suppliers, and customers. Ensure effective communication and collaboration to support the brand home's goals.

Oversee business & financial planning: manage forecasting, budgeting including food & staff costs, resource allocation, inventory, ensuring business targets are met and implementing corrective actions as needed. Provide weekly performance update with action plan to key local stakeholders to maximize marketing initiatives impact and support decision with data.

Global collaboration: contribute to CHANDON global performance thanks to practice building/sharing with other Brand Homes and MH entities with standards and global business recommendations defined at HQ level for local deployment

Profile

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Qualifications, Experience & Required Skills

Proven and dynamic Luxury Retail leader with Hospitality environment experience, who is motivated to lead field teams, has successfully implemented cultural changes, driven new service expectations for both frontline and back office, and is highly committed to meeting client expectations. This person should embody our Chandon Hospitality

Education & languages

• College degree preferred or applicable experience
• BA/ BS required; MA/ MBA preferred.
• Ability to read and interpret general business documents, including writing reports and business correspondence
• English mandatory, second language is a plus

Professional experience & know how: Customer service experience is required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 15-20 years of experience in Business management, marketing background is a plus
• Experience in Luxury, Retail, Hospitality or tourism
• International experience outside US and with EU partners
• Proven project, planning, POS & team management experience
• Deep understanding of DTC business is highly recommended

Technical & Management skills:

• Luxury business background, able to achieve the fine balance of sales returns and brand building
• Capability to demonstrate high-standards & warm hospitality attitude (smile, generosity, empathy, genuine enthusiasm, capacity to build rapport) and clienteling
• Strong retail / hospitality skills, performance & team management, high-quality standards & results oriented
• Merchandising supervision and execution, floor layout and operations requirements, gross margin and dollars / square foot analysis, P&L analysis, trade / brand relationship management
• Ability to mentor teams and cultural change leadership to implement new service expectations both for the frontline staff, back office staff and team managers
• Interest in talent assessment and people development, operations and strategic initiatives implementation

Personal & Interpersonal skills:

• Client oriented, positive and motivational, highly engaging leadership style, effective in delivering results in challenging situations
• Detail-orientation, self-motivation, proactive problem solving, follow-through and ability to work with limited supervision are vital to the success of this position.
• Strong team player, excellent communication skills both within and outside of the organization.