Custom Experience Concierge

Note

Thank you for your interest in joining Dry Farm Wines. 

Hiring is the single most important responsibility we have as a business. We have an intensive process to ensure we excel in this vital practice. It’s a huge decision for us and for you. We ask that you show up authentically as yourself, and we promise to do the same. Our goal is to find more exceptionally hard working, ambitious people who love success and building something we can all be proud of.

Introduction

Dry Farm Wines is the world’s premier Artisan Wine company. We curate the highest quality pure Artisan Wines from small family growers around the world. Every wine meets a set of strict criteria, including organic farming practices, lower alcohol levels, no sugar, and delicious taste.

But, we do far more than just sell wine. Our mission is to create the healthiest, most beautiful, and most premium Rare Artisan Wine lifestyle for our influential, affluent, and health-conscious community.

To create the most premium Artisan Wine brand, we are driven to execute three things better than anyone else in the world: curate the best tasting, healthiest wine, deliver the most elegant, seamless service and ecommerce experience, and inspire more wine drinkers to enjoy our artisan, artful lifestyle.

Benefits of working with DFW

This is the best place to work in the world. We have very high expectations and hold each other accountable to them. We also enjoy the rewards of our hard work. Here are a few of the many benefits:

• Above Market Compensation
• Distributed Work Model with a limited in office policy, built to support every individual’s freedom and still build a strong team
• 4-day work week, with limited emails after hours and on weekends   
• Unlimited pure Organic Artisan Wines
• Generous 401k, Profit Sharing, and Defined Benefit plans available
• Paid gym stipend
• Generous PTO and company vacation schedule
• Huge opportunities to expand your responsibilities and position as the company continues to rapidly grow
• Most importantly, the opportunity to connect with an exceptional and talented team on a daily basis. We are a lot of fun, and we push the boundaries of possibility daily in helping each other grow and in our service to others. Every single person you will work with is an elite performer and has a deep dedication to being the best in their craft.

Our Culture

We are driven to create what we love, with people we admire, for a community who loves what we do.

Creating what we love

Dry Farm Wines started because of Todd’s passion to optimize his health while still enjoying his love for wine. It grew at the intersection of organic artisan wine, health, community, design, travel, and elevated taste. That’s the space in which we create and dream still today.

With people we admire

We need to mutually admire, respect, and trust the people we work with. We celebrate being an elite team that enjoys excellence for excellence's sake. We know that a group of talented individuals, creating in harmony together, is an incredible experience to be part of and a terrific way to make a living and grow as a person.

For a community who loves what we do

We bring products and a lifestyle to people who share our passion for health, taste, art, design, beauty, and impact. Our Members love what we love, whether its healthy living, organic farming practices, delicious food, or beautiful art.

For us, this is all part of building a great business and a great lifestyle. 

DFW Business Values

As a community, Dry Farm Wines values well-being, creative expression, and winning together. Our values aren’t a set of rules, so much as the ingredients that keep our team healthy and strong. We all are committed to showing up with these values:

1. Admiration - We admire and respect each other
2. Excellence - We have an internal drive for excellence in all things
3. Innovation - We are always adapting and pushing the envelope
4. Group Flow - We love creating together and we trust each other
5. Self-Directed Responsibility - We get things done with energy, cleverness, and without requiring much oversight. We like coaching, not managing.

We view business like a team sport. We choose to play because we love what we do and we love working with each other. When we win, we share prosperity together. When we come up short, we hold ourselves and each other accountable to learn and grow. 

Freedom & Responsibility

We believe freedom and flexibility are important personal values in our lives today, and we want to lean into them further. People create at their highest when they are focused, rested, and leave space for the creative process. But we also recognize that, within a collaborative organization, too much flexibility can lead to unstructured and isolated lives. In pursuit of our best work in a fulfilling, challenging work environment, we have set forth a few expectations. 

Schedule & Expectations

1. 4 Day Work Week - We encourage everyone to view Friday (or whichever day becomes your flex day) as a day for personal growth, learning, travel, new experiences, extended fitness, and deep creative work. Anything that inspires and expands your experience, and may bring inspiration and growth to your daily work.
2. No Meeting Mondays - Although everyone is expected to be available for other communications on Monday, there will be no scheduled meetings outside of department meetings and Company All Hands. All meetings and normal gatherings will be on Tuesday, Wednesday, and Thursday. Monday is for creative flow time.
3. Limited Email Outside Working Hours - We do not exchange emails after hours or on weekends unless it pertains to a very urgent matter (eg., an urgent customer delay).

We are very passionate about our culture. Finding someone who values this type of culture is just as important to us as the ideal role attributes.

If you are uncomfortable with anything we do, that’s okay. We might not be the best fit for you. But if you read this and jump with excitement, then let’s continue.

Roles and Responsibilities

** You must have experience in wine, and preferably natural wine!

What’s a Custom Experience Concierge? Glad you asked!

It’s someone whose heart and soul are focused on ensuring our customers have a Concierge-level experience with us. Our Member Service model revolves around a dedication to hospitality: personalized, elevated service from real people, empowered to help the customer at all costs to create a seamless experience.

We sell a premium product and our customers deserve a premium and loving experience. Our responsibility, and our challenge as we grow, is to make sure every person we interact with experiences this and feels our total commitment.

As the voice of our Member Experience, your job is to make sure every customer feels understood, appreciated, and loved.

More specifically, here are some (but certainly not all) of the responsibilities for this position:

Customer Service

• You’ll get Members more of their favorite wines using our technology platforms.
• You'll curate wine selections based on taste, preconception, and nostalgia.
• You’ll ensure every customer feels heard by getting them a quick response to any questions they have.
• You’ll pick up the phone and talk to customers. You’ll listen to them and let them know you care.
• You’ll learn from customers everyday.
• You’ll work with the rest of the Custom Experience team on compiling insights and data driven reports that inform future buying decisions.
• You’ll drive forward new and creative ways to give our members a one of a kind, custom experience

Wine

• You'll suggest wines based on taste preferences and curate boxes of our pure Natural Wine based on our inventory
• You have an unquenchable thirst for learning more about Natural Wine.
• You’re willing to let go of any preconceptions of what wine is and should be.
• You’ll taste and give feedback on our wines consistently, both with our group and on your own

Fostering Relationships

• You take pride in building relationships with Members and guiding them through their natural wine journey.
• You will proactively help solve customer's problems to build relationships with them.
• You understand that wine is subjective, and there are no good and bad wines - simply different tastes.

Working Days

• We are filling roles for:
• Tuesday - Friday
• Wednesday - Saturday
• Both will transition after an approx. 90 day onboarding period of Monday - Friday

Requirements to Apply

• You must have at least 2 years of experience in a customer facing position.
• You must have at least 2 years of experience in wine.

Attributes of the ideal candidate

When we think about the ideal person for this role, a few attributes come to mind. Here are the main ones:

• You’re passionate
• You’re empathetic
• You’re a problem solver
• You’re a rockstar communicator
• You’re resourceful
• You’re a good writer
• You’re organized
• You’re calm under pressure
• You’re a wine-lover and health-advocate

Questionnaire

To help us both determine if we’re the right fit for each other, we created this list of questions.

If you have any questions about this questionnaire or the ongoing interview process, please don’t hesitate to reach out.

Here are the questions...

1. If you’re hired, what are 2 things you are good at that you can apply in your first three months without very much help or a large budget and would make Dry Farm Wines better?
2. There are currently 300 unanswered emails in your inbox. They include a broad range of topics like general questions on natural wine, shipment concerns, and requests for special custom orders. How would you manage this backlog of emails while also addressing new ones?
3. You’re tasked with designing our high spender recognition program. What are 3 metrics you would use to measure how well we’re doing?
4. What systems, technologies, and apps are you comfortable using in your day to day life to get stuff done? (Examples: Google Docs, Excel, Trello, etc)
5. Respond to the following customer email … “I’m not very familiar with Natural Wine but I’ve heard that the wines can be flawed. Can you explain what that means, and what to expect with your wines?"
6. Respond to the following customer email … “Hi. I typically drink Chardonnay but would like to see what else is out there. Can you suggest some similar varietals for me, and explain why they are similar to Chardonnay?"
7. A customer calls you claiming he hasn’t received his shipment, even though UPS confirms it was delivered. What do you do?
8. Admitting failure is tough, but failure is a significant learning experience for us. What is a significant failure you have experienced recently and what did you learn?
9. What is one professional and one personal goal you hold for the next 1-3 years?
10. Describe a change you’ve seen in yourself over the last 5 years that you love.
11. What’s your relationship with health & wellness?
12. What makes you unique or weird?
13. What is a personal hobby you cherish?
14. Describe your experience with wine?
15. Anything else you’d like to touch on that we didn’t ask? The floor is yours...

Next Steps

Now that you’ve submitted the questionnaire and resume, here’s what to expect:

1. Application Review. We’ll review your questionnaire and resume and follow up with you within a week.
2. Meet & Greet Call. Next, we’ll begin with scheduling a video interview. If you’re out-of-town, (most of you) we use Zoom to schedule the video calls. If you’re in Napa, we’ll meet in person. The first interview will last about 10 minutes for a meet and greet.
3. Group Call. We’ll then schedule a 30 minute call with more people from the team. It’s a chance for us to get to know you better, and for you to better know us and our business.
4. Project Review. We will assign you a specific project that will help us understand your work product. It will be a project within your area of hire. Then we will schedule a 30-60 minute video interview to review the project. If you have a significant other that is relocating with you, we would love for them to join this call for 5-10 minutes. Because we’re all so close, we would love for your significant other to meet us too!
5. Social Call. We'll then schedule a 30 minute call with the direct team you're applying for. This is an opportunity for you to get to know our Team on a more social and fun level!
6. In-Person Visit (or Virtual Visit). If we’re all still a good fit for each other, next we’ll bring you to us for an in-person working interview/socials (or a virtual visit in these current times). This is typically a two day interview. You’ll connect with a group of us for an open and wide-ranging conversation, experience our work environment, work on a project and present it to the team, and get to know us better. Any expenses are hosted by us. 

7. Together, we will determine next steps.

We deeply appreciate you investing the time to learn about us and share your thoughts and life with us.

With much love and gratitude,

The Dry Farm Wines Family