Customer Relations Manager

About Realm Cellars

In 2012, Scott Becker set out to revive a nearly bankrupt brand with an audacious vision: to become one of the iconic wines of Napa Valley’s next generation. Realm 2.0 began as a virtual winery with no vineyards, and within a decade transformed into a collection of three winegrowing estates with 75 acres planted across Napa Valley — Realm Farella in Coombsville, Realm Moonracer in the Stags Leap District and Realm Houyi on Pritchard Hill. Today, the portfolio includes a dozen wines — each with its own story, all reflecting the diversity and greatness of Napa Valley.

Realm operates at the intersection of tradition and modernity, striking a dynamic balance between reverence for the land and an entrepreneurial spirit that fuels quality, innovation and stewardship. This “Silicon Valley meets Burgundy” ethos informs everything for Realm, from the vineyard to the cellar to the customer experience. Since 2012, Realm has earned recognition as one of Napa Valley’s most electrifying wine producers, garnering numerous 100-point reviews from leading critics and cultivating a global community of collectors. From startup roots to an established domaine, Realm represents one of the defining success stories of Napa Valley’s modern era. The best is yet to come!

Summary

Based at Realm's Moonracer Estate, the Customer Relations Manager leads customer service functions across both DTC and Trade, ensuring every customer receives exceptional and timely support. This role is highly collaborative and works closely with teams across Sales & Marketing, Fulfillment, Finance, and Frog Works to streamline processes, share insights, and deliver a customer-forward experience across all channels.

The Customer Relations Manager oversees day-to-day customer service operations, manages all inbound and outbound communication across phone, SMS, and email, and supports touchpoints related to releases, private offerings, events, retention, and gifting. This role is responsible for executing proactive outreach, with a strong focus on personalized, high touch service.

The position also manages cross-training for DTC and Trade customer service activities and develops the Customer Relations team to ensure full coverage, accuracy, and consistency. Additional responsibilities include supporting fulfillment and inventory initiatives, reporting, contributing to budget planning and tracking, and coordinating onsite logistics.

Essential Duties and Responsibilities

• Oversee all customer service inbound and outbound communication via email, phone, and SMS
• Build rapport and maintain relationships with customers, team members, partners, and vendors
• Serve as a key operational partner to Fulfillment by supporting shipping coordination, packaging needs, compliance checks, and high-touch fulfillment outreach
• Monitor order statuses, proactively resolve shipping risks, and collaborate with the Fulfillment team to ensure timely and accurate outbound execution
• Resolve customer concerns with professionalism and sound judgment, while coaching the customer team on effective resolution
• Share continual feedback with leadership on the efficiency of customer service processes and recommend improvements
• Assist in the creation and maintenance of SOPs that support customer service and cross functional activities
• Deliver high touch customer service at every step of the customer journey
• Plan and execute outbound communication campaigns via phone, email, and SMS in support of
• releases, gifting, and private offerings, coordinating closely with Communication Manager
• Analyze monthly reports on member acquisition, retention, order value, and engagement; share
• quarterly insights with leadership to drive retention and membership growth
• Maintain and update FAQs to ensure consistent and on-brand communication
• Participate in events throughout the year and occasionally host tastings for guests
• Maintain data accuracy, including tracking referral sources and noting key engagement details
• Participate in recurring inventory counts and assist in researching discrepancies
• Support system reviews, enhancements, and testing to ensure seamless execution of customer service actions
• Support cross training across DTC and Trade workflows to ensure consistency and full coverage
• Participate in 1:1s with supervisor and direct report every two weeks; be receptive to ongoing feedback and coaching while showing effort to improve skills
• In addition to 1:1s, provide ongoing positive and constructive feedback to your direct report and
• supervisor
• Conduct mid- and year-end performance reviews with direct report(s)
• Demonstrate resiliency through supporting and collaborating with teammates, accepting and learning from mistakes, and embracing a change and growth mindset
• In partnership with the Director of Customer Relations, build a high performing team through trust,
• strong communication, clearly defined expectations, and modeling Realm’s values
• Identify professional development opportunities for direct report, and develop a plan to support and address these areas

Qualifications

• Minimum 3 years of experience in customer service, ideally in a fast-paced or client-facing environment
• Minimum 2 years of experience in leadership, including coaching or overseeing team members
• Highly detail oriented, accurate, and well organized, with a strong ability to prioritize and complete projects on schedule
• Strong collaboration and communication skills with the ability to work cross functionally and build relationships at all levels of the organization
• Demonstrated customer service experience, preferably in luxury wine, or a high-touch service environment
• Professional presence, polished communication style, and a positive demeanor
• Ability to balance time between direct customer support and developing and managing direct reports
• Comfort in speaking about wine attributes; luxury wine knowledge preferred
• Process oriented with the ability to streamline customer service workflows and improve team efficiency
• Ability to multitask and adapt in a fast paced, small team environment
• Proficiency in Outlook, Word, Excel, CRM systems (Salesforce preferred), and messaging programs such as Slack

Physical Requirements & Work Environment

• Full body mobility: Ability to stand, walk, sit, reach, and raise hands above the head, climb stairs, kneel, or crouch, talk, hear, and accurately taste and smell.
• Must be able to safely lift 40 lbs.
• Hearing ability to effectively communicate with co-workers and customers.
• Able to work indoors and outdoors.
• This job primarily operates in a professional office environment with occasional visits to a production facility with occasional exposure to dust, gas, and/or fumes, hazardous material, and high noise levels. Must be able to work in a variety of temperature and humidity levels. Responsible for maintaining a safe, friendly, positive, and conscientious work environment.
• Ability to work a flexible work schedule with extended hours as required during peak season demand.

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.