Private Client Concierge

ABOUT US

The MAKK Group is a luxury wine collective and creative incubator devoted to the pursuit of beauty and the deeper principles that link all forms of making. Working with MAKK Wine, LLC (Antica Terra, Lillian, the Glories, Yes Society, and Beauty School) means taking pride in your work, caring for our clients, and supporting all relationships with grace, consideration, and integrity.

POSITION SUMMARY

The Private Client Concierge serves as a vital touchpoint in our membership experience ecosystem, providing exceptional operational support and proactive outreach that embodies our commitment to meticulous attention to detail and world-class service. Reporting to the Director of Private Client Relations, this role ensures seamless execution of daily client interactions, transaction processing, and relationship cultivation while maintaining the same level of precision and care that defines our approach to winemaking.

This position focuses on four essential dimensions: proactive client outreach, client concierge operations, transaction management, and allocation support. The Concierge executes consistent outbound engagement to both existing and prospective new members, responds to inquiries with warmth and sophistication, processes transactions with exacting accuracy, and provides crucial administrative support for our highly sought-after wine allocation program. Through these responsibilities, the Concierge helps maintain the exclusivity and prestige that characterize our member relationships.

We seek a genuinely personable individual who approaches each interaction with grace, intention, and enthusiasm, someone who thrives in both proactive outreach and responsive service. The ideal candidate possesses exceptional organizational abilities, communicates with clarity and warmth, demonstrates natural sales instincts, and takes pride in creating seamless experiences for our valued clients. This role requires someone who appreciates the artistry behind our wines and can translate that appreciation into thoughtful client service and compelling outreach.

PRIMARY RESPONSIBILITIES

Proactive Client Outreach & Relationship Building (30%)

Outbound Member Engagement: Execute consistent outbound outreach to existing members across phone, email, and text, with strong emphasis on phone-based communication. Nurture relationships through personalized follow-up, allocation reminders, exclusive previews, and thoughtful check-ins that deepen the connection throughout our organization.

Prospective Client Development: Generate and qualify leads through proactive outreach to prospective new members. Introduce discerning wine enthusiasts to our portfolio with warmth and sophistication, acting as a guide and ally throughout the membership journey from initial contact to conversion.

Pipeline Management: Maintain a robust outreach pipeline, tracking touchpoints, conversations, and conversion progress. Consistently achieve monthly outreach targets and contribute to membership acquisition goals.

Relationship Cultivation: Build meaningful, long-term relationships with both existing and prospective clients through personalized communication and thoughtful follow-up. Anticipate needs, recognize preferences, and deliver service that reflects our dedication to exceptional quality.

Client Concierge Operations (30%)

Client Communication: Answer incoming calls and inquiries with the same grace and attention we devote to our winemaking. Assist clients with warmth and precision, ensuring accurate message capture and seamless information sharing across the team.

Reservation Management: Process new booking inquiries with discernment and care, maintaining our reservation system as a living reflection of current availability. Initiate thoughtful client communications to confirm and complete all reservations.

Hospitality Coordination: Support the hospitality team by sharing nuanced client insights including history, purchasing patterns, preferences, dietary considerations, and special occasions that allow for truly personalized service. Assist with the design and organization of offsite Private Client events.

Client Record Maintenance: Update and maintain comprehensive client records that blend narrative understanding with actionable data. Contribute to our library of insights that enables increasingly personalized offerings, experiences, and service approaches.

Transaction Management (25%)

Order Processing: Execute wine orders with meticulous precision, ensuring accuracy in every detail from selection to fulfillment. Process transactions through our systems with the same care we apply to crafting each bottle.

Payment Administration: Handle payment processing, invoicing, and account reconciliation with discretion and accuracy. Maintain strict confidentiality regarding all financial transactions.

Shipping Coordination: Coordinate shipping logistics to ensure timely, secure delivery of our wines. Communicate proactively with clients regarding order status, tracking information, and delivery confirmation.

Transaction Documentation: Maintain detailed records of all transactions, creating an audit trail that supports both client service excellence and operational integrity.

Allocation Support (15%)

Allocation Communications: Support allocation release execution by processing client responses, answering questions about offerings, and facilitating seamless order placement during high-volume release periods.

Waitlist Administration: Assist with waitlist management, tracking client interest and progression according to established frameworks. Communicate waitlist status updates with sensitivity and professionalism.

Release Logistics: Coordinate allocation fulfillment logistics, ensuring accurate processing of allocation orders and timely communication throughout the release cycle.

Client Feedback Collection: Gather and document client feedback regarding allocation offerings, preferences, and satisfaction. Share insights with the Manager to support continuous program refinement.

Requirements

QUALIFICATIONS & SKILLS

Required

2+ years of experience in client service, sales, luxury retail, or hospitality.

Proven success with outbound phone-based communication and multi-channel outreach.

Natural relationship-building abilities with exceptional interpersonal skills.

Strong written and verbal communication skills with sophisticated, warm tone.

Exceptional organizational skills with meticulous attention to detail.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) with demonstrated ability to navigate and maintain client management systems.

Ability to maintain strict confidentiality regarding client information and transactions.

Professional demeanor and poised presence, even during periods of high activity.

Self-starter who thrives in both independent work and team collaboration.

Must be 21+ years of age.

Preferred

Experience in the wine industry or luxury hospitality sector.

 Familiarity with CRM systems and reservation management platforms.

 Basic knowledge of fine wines and appreciation for wine culture.

 Experience in outbound sales or client development roles.

Benefits

WHAT WE OFFER

Join a collaborative team united by a shared passion for beauty, quality, and innovation in all that we create.

 Work in an environment that values grace, consideration, and integrity in every interaction.

 Contribute to unforgettable client experiences that showcase our dedication to artisanal winemaking and our commitment to excellence.

 Opportunity to grow within our organization and develop expertise in luxury wine client relations.

 Benefit from a competitive compensation package that recognizes your expertise and contributions to our brand.

DEI STATEMENT

The Company is committed to creating a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status.