Naked Wines

Customer Support

• Responsible for upholding company mission, vision, and values.
• Serves as the primary operational point of contact and senior liaison for US-based stakeholders, communicating market-specific updates, promotional impacts, and localized customer feedback to the broader team.
• Coordinates day-to-day workflow, shift handovers, and resource allocation across the team to ensure multi-channel SLAs (Phone, Email, Live Chat) are met consistently.
• Owning the completion of, documentation of, and reporting of US CHT stats (different parts can be delegated, but responsible for verifying their completion and ensuring delivery to stakeholders).
• Acts as the definitive escalation point and tie-breaker for supervisors regarding policy interpretations, gray-area customer resolutions, and cross-team operational bottlenecks.
• Aggregates and contextualizes daily/weekly team performance statistics, delivery trends, and friction points for delivery directly to the Service and Performance Director and US stakeholders.
• Facilitates calibration sessions among supervisors and gurus to ensure consistency in performance appraisals, coaching methods, and quality standards.
• Identifies systemic operational hurdles impacting the US market and collaborates with the Director to trial and implement localized process adjustments.
• Continues to perform standard team manager functions for direct reports (supervisors/gurus), including performance reviews, coaching, and objective setting.
• Special coordination tasks or pilot projects as assigned by the Service and Performance Director to evaluate the ongoing necessity of this interface role.
• Directly manages, coaches, and mentors agents and guru/s reporting into them.
• Helps manage, coach, and mentor all supervisors and/or gurus, regardless of reporting lines, focusing on developing their leadership capabilities.
• Coordinates the daily distribution of work across teams during volume spikes or staffing shortages.
• Conducts performance evaluations and supports professional development plans for direct reports.
• Handles elevated disciplinary or sensitive employee relations matters in partnership with HR and the Director.

Senior Customer Happiness Team Manager – Secondment

Account Manager

• Cultivate B2B Partnerships: Proactively identify, engage, and secure high-volume corporate accounts, with a focus on major US retail groups, grocery chains, and regional wine shop networks.
• Manage Complex Contracts: Pitch, negotiate, and finalize complex Private Label and Controlled Label wine agreements, ensuring win-win commercial terms for all parties.
• Expand Market Reach: Maximize our portfolio placement across multiple channels by leveraging and growing a strong network of retail buyers, industry brokers, and travel retail accounts like airlines and cruise ships.
• Capitalize on Global Trends: Partner with the VP of B2B to refine our private labeling value proposition, identifying market gaps and capturing high-margin international opportunities.
• Collaborate Internally: Work seamlessly with internal Buying, Planning, Winemaking, and Procurement teams to ensure newly closed transactions are executed accurately and efficiently.
• Manage Your Pipeline: Autonomously oversee your sales pipeline from cold outreach to final execution, maintaining high organizational standards to meet timelines.

National Account Manager – B2B Wine Sales

Content Creator

• Be on the ground with our winemakers, telling their stories through compelling short form video.
• Build and maintain relationships with winemakers in the Sonoma/Napa area to facilitate smooth shoot logistics.
• Plan and coordinate filming days with winemakers to maximise the content captured during each visit.
• Work from creative briefs supplied by the Social Pod to create content that works across multiple channels. This may include talking head interviews, b roll and photography.
• Independently shoot, direct and edit high-quality content with minimal on-site support
• Be the eyes and ears of the Social Pod in Sonoma – capturing reactive content as it happens.****
• Own the Sonoma TikTok channel, growing our presence through authentic, platform-native content.
• Create and post 'Inside Naked' content that gives our audience a window into life at the Sonoma office, capturing real moments, genuine reactions and telling brand stories.
• Proactively pitch ideas for 'Inside Naked' content, bringing your knowledge of what performs on TikTok to the Social Pod.****
• Create content in line with The One Naked brand guidelines and social strategy, as directed by the Social Pod.
• Take creative direction from the Social Media Manager while bringing your own platform knowledge and creative instincts to each brief.
• Leverage and co-ordinate whitelisting access through winemakers’ profiles to enable cross-pollination of organic and partnership content on whitelisted pages to support an integrated organic and paid strategy.