Job Description

The Company:

- Redefining wine.

Established in 2025 following the merger of Accolade Wines and Pernod Ricard Winemakers, Vinarchy brings the best of these historic wine businesses into an exciting future, as a new, exceptional global wine company.

Managing the entire wine supply chain - from grape to glass - Vinarchy produces wine in Australia, New Zealand, Spain, Italy, South Africa, Chile, and the United States, with employees on almost every continent around the world.

Vinarchy’s diversified portfolio includes our global pillars, Jacob’s Creek, Hardys, and Campo Viejo, alongside growth drivers - Grant Burge Wines, Stoneleigh, Jam Shed, Brancott Estate, Mud House, St Hugo, St Hallett, and Petaluma - that are accelerating the category globally.

Croser, Tatachilla, Greasy Fingers, Cupio, Tapabrava, Castillo de Ibiza, J-Harden, and Dolly Wines are the future stars driving the industry forward, while Ysios, Church Road, and the Bay of Fires are fine wine jewels crafted by some of the world’s best winemakers. Innovative, ambitious, and imaginative, Vinarchy challenges the conventions of the industry to lead, shape, and grow the future of the wine category.

Key Responsibilities:

• Lead customer service performance and development initiatives for the Americas region.
• Ensure all orders are processed accurately and that customer inquiries, claims, and service requests are addressed promptly and professionally.
• Deliver weekly reporting with insights on service levels and operational issues to support internal performance tracking.
• Analyze and communicate root causes of service issues, providing actionable recommendations to enhance availability at depots and on shelves, supporting revenue and profitability goals.
• Implement streamlined, value-added processes across the supply chain to enhance S&OP effectiveness and eliminate inefficiencies.
• Develop and manage Service Level Agreements (SLAs) in alignment with customer and internal expectations.
• Establish, monitor, and maintain KPIs and performance dashboards for customer service metrics.
• Foster and maintain strong, collaborative relationships with key distributors, ensuring long-term partnership success.
• Demonstrate readiness to assume broader responsibilities and assist peers across the supply chain function when required.
• Lead the creation and continuous improvement of SOPs covering all key supply chain functions
• Other Accountabilities Include
• Support all other functions in the supply chain when required

Qualifications & Experience:

• 5-10+ years of customer service leadership, preferably within the wine, beverage, or CPG sectors
• Demonstrated success in improving service performance and managing KPIs
• Strong organizational, leadership, and communication skills
• Excellent analytical skills and the ability to demonstrate a good level of commercial understanding are required.
• Precision in order entry and customer account management.
• The ability to understand and interpret financial and category data is essential.
• High levels of energy, resilience, and adaptability are required to thrive in a dynamic, fast-paced environment.
• A strong self-awareness and a laser focus on the customer are also required, as well as a good level of experience, influencing, and negotiation skills.
• Experience in JDE ERP systems and Microsoft Excel is preferred.
• Hybrid working with a minimum of 3 days in the office per week
• Some business travel may be required from time to time
• Occasional out-of-hours work may be required
• Physically able to lift a 40-50lbs case of wine

Our Core Values:

• Positive Mindset & Work Ethic: Demonstrates a consistently positive attitude, bringing energy, creativity, and commitment to the team environment.
• Inspiring Leadership: Motivates and inspires others by providing clear direction, setting customer-focused goals, and leading by example.
• Customer Centricity: Acts as a strong advocate for the customer; consistently seeks to understand and exceed customer expectations across all touchpoints.
• Attention to Detail: Applies a structured, focused approach to tasks, ensuring accuracy and thoroughness in all activities.
• Continuous Improvement Drive: Proactively identifies opportunities for improvement, sets ambitious goals, and shows resilience and ownership in overcoming challenges.
• Performance Under Pressure: Maintains composure, effectiveness, and decision-making capability under tight deadlines or high-stakes situations.
• Collaborative Spirit: Fosters teamwork and inclusivity, values diverse perspectives, and contributes to a culture of shared accountability and high performance.

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