Ambassador at Realm Cellars

About Realm Cellars

Realm Cellars is one of Napa Valley’s most electrifying wine brands with estate vineyards in Stags Leap District, Pritchard Hill and Coombsville. In 2012, owner Scott Becker set out to revive a nearly bankrupt brand, bringing together a team that would help reshape its future. Since then, Realm has been transformed into one of the most collected wineries in Napa Valley, with a vineyard portfolio that today exemplifies the greatness and diversity of Napa Valley. Formerly the Hartwell Estate, Realm acquired the property in 2015 and began initial construction and development phases of an endeavor that will take decades to realize. In 2022, Realm acquired Nine Suns and Houyi Vineyard in Napa Valley’s famed area, Pritchard Hill. Realm is fueled by a clear vision for the brand, innovative and creative strategic thinking and an uncompromising commitment to quality and excellence. Today, the business is driven by an industry-leading approach to Direct to Consumer with investments in experiential and trade channels to support Realm’s long-term vision of being the iconic wine of the next generation. To achieve its aspirational goals, Realm will scale in terms of both demand and volume at a pace unique to the wine industry. Realm’s portfolio of wines includes both single vineyard wines and proprietary blends, all unified by freshness, precision, focus and structure. In addition to its estate vineyard sites, Realm partners with Napa Valley’s most prestigious and iconic wine growers and vineyard sites, including Beckstoffer Dr. Crane and To Kalon—producing some of the finest and sought-after wines in Napa Valley.

Essential Purpose

Shepherding a new era for Napa Valley, Realm is powered by a team of innovators and practical dreamers, redefining how we consume, engage, and invest in wine. It is a fast-paced, entrepreneurial business that never rests on its laurels and challenges itself to achieve even higher levels of wine quality, excellence, and greatness. This new role has been created to acknowledge a new stage for Realm Cellars. The ideal candidate for this role has the unique opportunity to join a leading-edge wine company with a formidable track record for success. Realm has an ambitious vision, purpose, growth strategy, and an extremely motivated team.

The origin of Realm North begins with The Bard, a wine that could be considered our calling card. Of all the wines we make, The Bard is the most complex to produce as it requires both an intuitive feel for vineyards and a technical skill for blending. Last year, a rare opportunity emerged to lease a relatively new winemaking facility in Calistoga. Renamed Realm North, we outfitted the winery with the tools, technology and team necessary to provide a devoted home for The Bard. Just as The Bard is crafted to be approachable and accessible, we aim to nurture that same spirit with Tastings at Realm North. Guests at Realm North can expect to taste a flight of current release wines in a convivial communal setting. From time to time, we may feature library wines or wines that inspire us for a supplemental fee. We hope the experience fosters connections as fine wine makes fast friends.

The team at Realm Cellars is looking for someone who:

• Can set new service, client interaction, and wine education standards.
• Can deepen the relationship with our existing clients and create relationships with new ones on Realm’s behalf.
• Seeks to become an expert in the field of luxury wine, the broader field of elevated customer services globally, and the complex field of luxury wine consumers.
• Aim to understand the luxury wine space, including how to create enduring connections and meaningful, personalized experiences for consumers spanning generations.
• Is a self-motivated and goal-oriented individual who thrives in independent and collaborative working environments.
• Cultivates professional and productive working relationships with our team members, vendors, and other key partners on behalf of Realm.
• Manage tasks with a sense of urgency and a high level of attention to detail.
• Will utilize good judgment, creative problem-solving, and skilled conflict resolution skills when overseeing guest experiences.
• Is genuinely personable, highly professional, and has excellent verbal and written communication skills.
• Is open to ideas, collaboration, and two-way feedback.
• 
  

Primary Responsibilities

• Provide high-touch guest experiences, giving each guest more than they expect while supporting an effective operation. Execute the service standard and client experience that matches Realm’s ethos and values while taking the initiative to continue improving.
• Execute daily operations with internal systems regarding reservations, customer relationship management, wine sales, inventory, and record-keeping.
• Communicate with cross-functional teams using Salesforce, Outlook, and Slack.
• Support Realm X reservations by answering customer inquiries and cross-communication with the Sales and Marketing team.
• Recognize reservation system errors and escalate to team members for troubleshooting and solutions.
• Maintain accurate customer data and document all customer service activities and discussions in the CRM and other applicable platforms.
• Collect and share valuable member and guest feedback in Slack with the supervisor and broader team.
• Communicate cross-functionally with Sales and Marketing team members and all other departments.
• Execute outreach to guests and referral sources, then report/post for the team to review and discuss.
• Participate in weekly Sales Huddles.
• Continuously fine-tune customer service procedures.
• Ability to effectively execute daily operations seamlessly and member engagement pre-, during, and post-visit.
• 
  

Qualifications

• Strong attention to detail.
• Outstanding written and verbal communication skills.
• 3+ years of proven experience in a customer service or sales position. Wine industry experience is preferred but not required.
• Bachelor’s degree or equivalent work experience.
• Proficiency in Microsoft Office and CRM databases, preferably with Salesforce experience.
• Strong understanding of and experience utilizing effective customer service methods.
• Excellent interpersonal and cross-functional skills.
• Outstanding organizational ability.
• Demonstrated passion for and knowledge of outstanding customer service.
• Fluency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and Salesforce a plus.
• Professional appearance and demeanor.
• Ability to work a flexible schedule with extended hours as required during peak season demand.
• 
  

Physical Requirements

• Must be at least 21 years of age.
• Full-body mobility: The ability to stand, walk, sit, reach, raise hands above the head, climb stairs, kneel, crouch, talk, hear, and accurately taste and smell.
• Must be able to lift 40 lbs. safely.
• Hearing ability adequate to effectively communicate with co-workers and customers.
• Able to work indoors and outdoors.
• Can sustain extended periods of standing or walking on concrete floors.
• 
  

Benefits: We offer competitive compensation and benefits including medical (Kaiser or Blue Shield), dental, vision, FSA, 401k, paid time off, paid holidays, health reimbursement, and educational reimbursement.

How to Apply: If this role aligns with what you are looking for and you meet the position requirements, we'd like to hear from you. Please include your current resume and a cover letter.

Compensation: From $75,000 to $90,000 per year