Carlie Nugent
Kelowna,Canada
Summary
Sales and guest experience leader with over five years at Mark Anthony Group, where I have developed deep expertise in the luxury sales market. Proven track record of driving revenue growth through relationship-led selling, outbound outreach, and high-touch clienteling strategies, generating over $300,000 in new business within a single fiscal year while consistently exceeding sales targets above 100%. Experienced across B2B and direct-to-consumer sales with a strong focus on upsell, retention, and customer lifetime value. Known for building high-performing teams, delivering impactful sales training, and implementing scalable systems that improve performance, accountability, and results. Confident in owning targets, leading teams, and partnering cross-functionally to turn premium experiences into measurable revenue.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Experience Manager
Mission Hill Family Estate Winery - Mark Anthony Group
07.2025 - Current
- Lead and manage a 40+ person team, driving sales performance across all front-of-house operations.
- Own departmental budgets, including labor forecasting and operational spend, with full accountability to revenue targets.
- Set and monitor KPIs, consistently exceeding sales targets and driving revenue growth.
- Oversee corporate gifting and B2B ordering programs, managing high-value client relationships and end-to-end execution.
- Hired, staffed, and trained a team of 40+ employees, establishing clear onboarding, role expectations, and performance standards.
- Deliver ongoing wine education and sales training, improving team performance, conversion rates, and average order value.
- Created and implemented the official front-of-house onboarding program to standardize training and elevate consistency.
- Designed and executed outbound outreach strategies aligned with marketing campaigns to generate incremental revenue.
- Partner with marketing, wine club, and membership teams to convert guest experiences into long-term revenue and retention.
- Coach and develop team members through structured feedback, performance reviews, and growth planning.
Sales Specialist
Mission Hill Family Estate Winery & Iconic Wineries of BC - Mark Anthony Group
06.2024 - 07.2025
- Generated over $300,000 in new revenue within one fiscal year, exceeding individual sales targets by 200%.
- Increased average order value to 7x the company benchmark through personalized and consultative selling.
- Developed and executed a luxury clienteling outreach program, strengthening high-value customer relationships.
- Designed and implemented a sales training program adopted across the guest services team.
- Executed brand activations that drove engagement, conversion, and incremental revenue.
Member Relations Specialist
CheckMate Artisanal Winery, Red Barn Winery & Martin's Lane Winery - Mark Anthony Group
04.2023 - 06.2024
- Increased wine club membership by 20% within six months through acquisition and retention strategies.
- Implemented DTC initiatives that increased direct sales by 25%.
- Developed targeted campaigns to support luxury wine sales and long-term customer retention.
- Built and maintained high-touch relationships with top-tier members, enhancing loyalty and lifetime value.
Member Relations Coordinator
CheckMate Artisanal Winery
05.2022 - 04.2023
- Managed member communications and engagement strategies across multiple channels.
- Executed targeted email campaigns contributing to a 25% increase in year-to-date sales.
- Supported exclusive wine club events to drive retention and customer satisfaction.
Wine Club Manager
Frind Estate Winery
01.2022 - 05.2022
- Led wine club recruitment and retention strategies, increasing renewals by 30%.
- Developed personalized communication strategies to strengthen member engagement.
Supervisor
Mission Hill Family Estate Winery
05.2021 - 01.2022
- Led and coached a team of sales associates in a high-volume hospitality environment.
- Implemented sales strategies that increased overall revenue by 10%.
Education
Bachelor of Arts - Psychology
Saint Mary's University
Skills
- Sales & Revenue Growth
- B2B & Direct-to-Consumer Sales
- Account Management & Client Retention
- Upselling & Revenue Expansion
- Pipeline & Outreach Strategy
- Corporate Gifting & High-Value Orders
- Leadership & Strategy
- Team Leadership (40 Staff)
- Sales Coaching & Performance Management
- KPI Development & Target Ownership
- Budget Management & Forecasting
- Cross-Functional Collaboration
Certification
- WSET Level 3
- Smart Serve Certified
- ProServe Certified
- WISE Outbound Phone Sales Certification
- Catalyst Leadership Certification
Additional Accomplishments
- 4x AUS Champion - Varsity Women's Basketball Team
- President, Student Athlete Mental Health Initiative
Core Skills
B2B & Direct-to-Consumer Sales, Account Management & Client Retention, Upselling & Revenue Expansion, Pipeline & Outreach Strategy, Corporate Gifting & High-Value Orders, Team Leadership (40+ Staff), Sales Coaching & Performance Management, KPI Development & Target Ownership, Budget Management & Forecasting, Cross-Functional Collaboration
Timeline
Guest Experience Manager
Mission Hill Family Estate Winery - Mark Anthony Group
07.2025 - Current
Sales Specialist
Mission Hill Family Estate Winery & Iconic Wineries of BC - Mark Anthony Group
06.2024 - 07.2025
Member Relations Specialist
CheckMate Artisanal Winery, Red Barn Winery & Martin's Lane Winery - Mark Anthony Group
04.2023 - 06.2024
Member Relations Coordinator
CheckMate Artisanal Winery
05.2022 - 04.2023
Wine Club Manager
Frind Estate Winery
01.2022 - 05.2022
Supervisor
Mission Hill Family Estate Winery
05.2021 - 01.2022
Bachelor of Arts - Psychology
Saint Mary's University