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 wine growing 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!

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.

• 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
• Supp…