Join the global team

The US Buyer will manage and develop supplier relationships across the US market, forming a key part of the global buying team. This role combines commercial acumen, market insight, and strong supplier engagement with the ability to leverage technology and data to drive performance and efficiency.

As the business embraces a new technology stack, the post holder must be systems-proficient, comfortable working with digital tools, and capable of leveraging data and digital tools to optimize sourcing strategy, drive commercial results and enhance supplier performance.

Ambassadorship for Vinfolio and FINE+RARE will be key, building important direct relationships, but also in a wider context and when penetrating new markets.

RESPONSIBILITIES

• Build and maintain strong relationships with US-based suppliers and wineries, managing pricing, allocations, and sourcing opportunities.

• Serve as the primary point of contact between suppliers and internal teams (buying, brand, sales, logistics).

• Support and lead campaign planning, including En Primeur, promotional launches, and supplier-led opportunities.

• Leverage internal systems and tools to manage offers, track supplier performance, and analyze product lifecycle data.

•Ensure timely and structured communication of offers, pricing, and content across teams using the company’s digital platforms.

• Extract and interpret data from internal systems to assess supplier performance, inform buying decisions, and identify growth or margin opportunities.

• Collaborate with brand and marketing teams to align supplier content with commercial campaigns and digital initiatives.

• Organize and attend supplier tastings, buying trips, and client visits to deepen engagement and spot new opportunities.

• Stay current on market and competitor activity to proactively identify sourcing or margin opportunities.

EXPERIENCE + QUALIFICATIONS

•Proven experience in wine buying and supplier relationship management.

• Strong understanding of fine wine market dynamics and commercial performance indicators.

• Experience working in global or cross-functional teams, with the ability to collaborate across time zones.

• Highly proficient with digital systems and Excel. Experience with buying platforms is a plus.

• Exceptional written and verbal communication skills.

• Experience in developing and managing supplier relationships.

• Educated to WSET diploma (Level 3/4) or studying towards.

• Analytical and data-driven, with the ability to interpret and act on commercial insights.

• Strong organizational and negotiation skills.

• Excellent attention to detail.

• Ability to work in a fluid and fast-paced environment, handle change, and retain a positive outlook.

• Proactive, self-motivated, and able to work effectively across global teams.

This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

Email careers@frw.co.uk to apply

As Head of Customer Success, you will be responsible for leading and scaling the customer journey across all key touchpoints, from onboarding and enquiry resolution to CRM personalisation and post-sale support. With a strong technical grasp of CRM systems and marketing operations, you will drive strategic improvements to customer experience, integrating data, automation, and service platforms to deliver measurable outcomes across acquisition, retention, and satisfaction.

You will oversee both the operational delivery of customer service and the technical performance of our CRM and service platforms (primarily HubSpot), working closely with Product, Engineering, Sales, and Marketing to ensure system functionality, efficiency, and scalability. This cross-functional role requires a strategic mind, technical fluency, and a commitment to high-touch client service.

KEY RESPONSIBILITIES

Customer Success Strategy & Delivery

• Lead the customer success function across all markets, defining KPIs that support acquisition, satisfaction, retention, and lifecycle value.

• Oversee all inbound client communications and critical service milestones (onboarding, EP, allocations, delivery).

• Amplify the voice of the customer across the business, shaping cross-functional priorities based on feedback and behavioural insights.

• Drive proactive issue resolution and escalation handling across CRM, logistics, and platform-related concerns.

CRM Ownership & Technical Leadership

• Own and optimise the global CRM stack (primarily HubSpot), ensuring alignment with customer journey goals and platform integrations.

• Build automation flows for lifecycle campaigns, onboarding, NPS tracking, and service communications.

• Maintain data integrity, working with Engineering to integrate CRM with marketplace, ERP (SAP), and catalogue systems.

• Deliver clear reporting on CRM performance, customer segmentation, and campaign outcomes.

Platform Optimisation & AI Integration

• Collaborate with Product and Engineering teams on CRM and service platform configuration, feature releases, and performance enhancements.

• Implement and refine AI tools (e.g. chatbots, NLP sentiment analysis) for triage, ticket automation, and personalised support.

• Evaluate opportunities to automate support workflows and reduce manual intervention across operations.

Team Leadership & Cross-Functional Coordination

• Lead and develop a high-performing Customer Success team in the US, ensuring alignment with global standards while tailoring service to local market needs

• Train teams on system use, service etiquette, and performance metrics.

• Liaise with global offices (US, UK, HK, Europe) to ensure unified customer standards and localised responsiveness.

• Partner with sales, marketing, platform and logistics teams to resolve friction and improve the customer experience loop.

PERSON SPECIFICATION

• Proven experience leading customer success or experience teams in luxury, marketplaces, or e-commerce businesses.

• Expert-level understanding of CRM systems (HubSpot essential; knowledge of SAP, Intercom, or Salesforce a plus).

• Technically adept, with experience integrating data pipelines, CRM tools, and automated marketing workflows.

• Strategic thinker with a record of using customer insights to drive measurable outcomes.

• Demonstrated success in adopting AI and automation in customer operations.

• Strong communicator with a global mindset and cross-cultural team experience.

• High attention to detail, with a systematic and problem-solving approach.

• Knowledge of wine, fine goods, or regulated global logistics is highly desirable.

This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

Email careers@frw.co.uk to apply

As the Vice President of Sales, US, you will be responsible for leading and driving all aspects of sales performance across the US market. You will shape and execute strategic initiatives focused on revenue growth, client acquisition, and market expansion.

This is a high-impact leadership position that demands a commercially astute, results-oriented sales leader. You will be expected to leverage our sophisticated technology stack and data-driven insights to optimize team performance, enhance customer experience, and fuel commercial success.

Accountable for the continuous development of the team, managing and growing F+R’s most valuable clients as the single most important driver of market growth. Ownership for leading, coaching, and developing a high-performance sale culture in the US. You will be confident in providing robust and timely sales and product reporting and market insight to senior management.

This role will collaborate closely with senior management to implement strategy and drive growth, performance, and excellence across the US market. Upholding and driving the brand values is paramount.

KEY RESPONSIBILITIES

• Must manage and develop individual client base – managing own section of customers and individual sales target, as well as full ownership and delivery of annual US sales targets and growth objectives.

• Lead branded and client networking events in local market.

• High end, accomplished approach to engaging and dealing with and building private client relationships.

• Lead, coach, and develop the US sales team into a high-performing, agile unit with a growth mindset.

• Utilize data and CRM insights to shape sales strategy, optimize client engagement, and identify performance improvement areas.

• Drive customer acquisition, retention, and reactivation through proactive, insight-led sales strategies and exceptional service.

• Close and strong management of cash flow and client debtor exposure to drive cash positively.

• Work cross-functionally with the Brand, Operations, and Technology teams to align on business goals and client strategy.

• Develop and execute strategic plans for expansion in the US.

• Establish and nurture key client relationships through a high-touch, consultative sales approach.

• Provide regular, insightful reports to the C-suite, detailing sales performance, market trends, and strategic recommendations.

• Promote the use of technology and analytics to drive accountability, conversion rates, and client lifecycle value.

• Represent Vinfolio and F+R brands at client meetings, trade events, and industry engagements.

• Monitor and report on performance against KPIs using internal dashboards and tools.

• Lead the adoption and integration of new tech platforms and sales processes.

• Act as a brand ambassador internally and externally, contributing to a culture of excellence and collaboration.

SKILLS & KNOWLEDGE

• 7+ years of experience in senior sales roles, ideally within wine, B2B, tech or luxury product sales background.

• Demonstrated success in driving growth, building sales pipelines, and exceeding revenue targets.

• Strong leadership skills with experience managing and scaling high-performing sales teams

• Tech-savvy and comfortable working within modern sales stacks (CRM, dashboards, marketing automation tools, etc.).

• Data-driven decision-maker with excellent analytical and strategic thinking skills.

• Outstanding communication and interpersonal abilities.

• Experience working cross-functionally with marketing, product, and operations teams.

• A passion for exceptional customer service and delivering value through long-term client partnerships.

• Having an interest in fine wine and a willingness to learn are essential.

This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

Email careers@frw.co.uk to apply