Head of Owner Experience

About the role

The Vines is seeking a senior leader to own and elevate the post‑sale experience for more than 300 vineyard, villa, winery, and home owners in the Uco Valley. Reporting to the General Manager of Private Vineyards, you will be the trusted point of contact for owners who have invested in world‑class wine production and luxury living.

Key responsibilities

• Serve as the primary relationship hub for 320 owners, anticipating needs and handling complex situations proactively.
• Lead a team of 8‑10 professionals across account management, wine experience, label management, and logistics.
• Implement and continuously improve a four‑tier service model launching July 1.
• Drive long‑term revenue through tier upgrades, increased winemaking volumes, villa sales, and referrals.
• Maintain stewardship focus, ensuring owners remain engaged for decades.

Required profile

• 12‑15 years in client services, luxury hospitality, premium membership, or private‑wealth environments.
• 5+ years of experience leading teams of eight or more.
• Proven track record managing high‑value, long‑term client relationships.
• Alignment with a stewardship‑first mindset rather than pure deal closing.

Required skills

• Deep understanding of luxury hospitality and premium client experience.
• Familiarity with the EOS (Entrepreneurial Operating System) framework.
• Strong relationship‑building and anticipatory service skills.

What we offer

• Opportunity to shape the owner experience for a globally recognized luxury wine destination.
• Leadership role within a fast‑growing, internationally acclaimed community.
• Collaborative environment focused on long‑term relationships and sustainable growth.