Membership Services Manager - Mission Hill

Winemaking in some major regions of the world can be an ‘industrial’ undertaking, but for us here at Iconic Wineries of British Columbia, winemaking is an ‘artform’. Each vintage is the result of a creative process, backed by science and the result of hundreds of years of learning, guided by the hands of highly skilled and passionate experts who need to anticipate and adapt to the specific differences of each and every vintage. We are artisans, crafting wines in one of the smallest wine regions in the world, working to define the Okanagan and put our region on the world stage.

The Role

The Membership Services Manager is responsible for the growth, retention, engagement, and overall performance of Mission Hill Family Estate’s Wine Club program. This role owns the member journey, delivering a luxury, relationship-driven experience that deepens loyalty, increases lifetime member value, and ensures key members are known, recognized, and personally engaged across their interactions with the estate. As both a strategic and hands-on leader, the Membership Manager oversees membership acquisition efforts, retention strategies, club communications, member-exclusive events, service recovery, and club performance analytics.

Key Responsibilities

Wine Club Strategy & Growth

• Develop and execute annual wine club growth and retention strategies that support membership acquisition, loyalty, and revenue targets.
• Monitor and optimize club conversion opportunities across all guest-facing experiences to strengthen member growth.
• Identify initiatives that increase member engagement, retention, and lifetime value while supporting a luxury, relationship-driven member experience.
• Analyze membership performance trends and partner with Guest Experience leadership to recommend actions and establish club-focused sales strategies.

Member Experience, Retention & Communications

• Own the end-to-end member journey, creating personalized, luxury-aligned experiences that build loyalty, deepen engagement, and ensure key members feel known and valued.
• Proactively engage members through outreach, tailored communications, and relationship-building activities informed by member preferences, visit history, important dates, and service context.
• Lead service recovery, resolve member concerns with professionalism and urgency, and ensure tier-specific benefits and experiences are consistently delivered.
• Partner with Marketing to develop member communication calendars and campaigns supporting shipments, releases, events, and accurate club information across all channels, ensuring all communications reflect Mission Hill’s luxury brand voice and relationship-driven service expectations.
• Ensure all member communications reflect Mission Hill’s luxury brand voice, storytelling standards, and relationship-driven service expectations.

Performance Analytics, Reporting & Business Accountability

• Own and monitor key Wine Club performance metrics, including membership growth, acquisition, retention, conversion rates, average order value, shipment participation, event attendance, engagement, revenue contribution, and profitability.
• Be accountable for using performance insights to identify risks, opportunities, and actions that improve member growth, retention, revenue performance, and overall club health.
• Support budget management for member events and engagement initiatives and provide regular, data-informed business updates and recommendations to Estate Leadership.

Operational Excellence, Events & Member Engagement

• Partner with Fulfillment, Wine Club Operations, Culinary, Events, Brand Marketing, Winemaking, and Guest Services to execute shipments, annual planning, member events, release celebrations, educational experiences, VIP programs, and elevated member touchpoints.
• Support member communications, event attendance strategies, recognition, service recovery, and visitation planning to ensure seamless, luxury-aligned execution across the member journey.
• Maintain accurate member data in Commerce7 and related systems to support personalization, operational efficiency, and thoughtful member engagement.

Leadership & Team Development

• Lead and coach wine club team members, coordinators, and seasonal support staff as assigned, while providing wine club education and service standards guidance to guest-facing teams.

Why Join Us?

Iconic Wineries of British Columbia is committed to hiring, engaging, and growing qualified, talented, and motivated team members at every level of our organization. We offer competitive compensation that recognizes individual and company performance. The typical hiring range for this position is $70,000 - $80,000 annually complemented by a bonus plan; the base pay is determined by market location and job-related knowledge, skills, experience, and education.

As part of our Total Rewards program, we are also proud to offer

• Access to company-matched RRSP contributions
• Extended health and dental benefits, and mental health plans with 24/7 access to care and support for you and your family
• Paid time off
• Training and development to build a fulfilling career

At Iconic Wineries of British Columbia, we exist to Unearth the Extraordinary

Our Purpose is not just a statement; it is a call to action that binds us together and ignites our passion for making a difference. It is the driving force behind why we do what we do every single day, connecting our global organization across all business units, roles, and locations. We are

Best in Our Craft

We set the standard with a pursuit of excellence that can be found in everything from our products and processes to our plants and people

Ambitiously Curious

We stay curious, dreaming big and navigating the unknown with an enduring belief in better

Made With Humility

We bring humility, authenticity, fun, and support to every collaboration and celebrate wins as a team.

Daringly Disruptive

We disrupt the status quo, moving fast to seize opportunities and acting scrappy to stay ahead of industry giants.