Member Experience Supervisor Full Time

BJ’s Wholesale Club is powered by more than 30,000 team members who make a real impact every day. Whether you’re stocking shelves, solving problems or shaping strategy, your work helps families save on what matters most. Join us and be part of something meaningful. Why You’ll Love Working at BJ’s At BJ’s Wholesale Club, our team members are at the heart of everything we do. That’s why we offer a comprehensive benefits package designed to support your health, well-being and future – both on and off the job. When you grow, we grow. Here’s just some of what you can look forward to: Weekly Pay: Get paid every week so that you can manage your money on your terms. Free BJ’s Memberships: Enjoy a complimentary The Club Card Membership, plus a free Supplemental Membership for someone in your household.* Generous Paid Time Off: Take the time you need with vacation, personal, sick days, holidays, bereavement, and jury duty leave.* Flexible and Affordable Health Benefits: Choose from three medical plans, and access optional dental, vision, Health Savings Account (HSA), and flexible spending account options to fit your lifestyle.* 401(k) Retirement Savings Plan: Build your financial future with a company match (available to team members 18 and older).* Employee Stock Purchase Plan: Accumulate funds through after‑tax payroll deductions that can be used to purchase shares of BJ’s common stock at a 15% discount.* Eligibility requirements vary by position. Job Summary Working closely with the Assistant Club Manager of Member Experience, the Member Experience Supervisor is responsible for providing leadership and direction within the club and driving club performance, particularly for the departments that they directly manage. The role involves directly leading the Front End Leads (FELs), Cashiers and Membership Sales Ambassadors. The Supervisor ensures consistent execution of policies and procedures, a positive member service experience, Grand Opening Look Daily (GOLD) standard club conditions, and overall leadership and direction within the club. A key function of the Member Experience Supervisor role is the ability to develop talent, display leadership, and deliver results consistently. The Supervisor leads audit compliance efforts, drives collaboration with Business Partners (BPs), and oversees certification and training to ensure operational excellence. Leadership Responsibilities Know the business: Exhibit strong business acumen through strategic thinking and data‑driven decision‑making. Lead through change: Model leadership competencies and act as a champion for growth. Communicate effectively: Provide teams with the information, direction, and support needed to succeed. Build high‑performing teams: Foster collaboration, provide clear direction, and hold team members accountable. Deliver results: Set clear expectations, follow up consistently, and drive execution. Develop talent & team: Foster a culture of growth by actively developing team members through collaboration, coaching, and empowerment. Display leadership: Demonstrate strong leadership by fostering trust, promoting open communication, and resolving conflicts constructively. Team Member Engagement Teach, coach, & lead: Support team development through training, feedback, and on‑the‑job coaching. Drive values‑based culture: Promote strategic thinking, ethical decision‑making, and inclusion. Create a safe and collaborative environment: Foster open communication and team trust. Recognize and retain top talent: Celebrate achievements and focus on career growth. Guarantee service excellence: Ensure daily execution of GOLD Member Standards and reinforce key service behaviors. Monitor engagement levels: Observe member engagement and department execution to ensure premium shopping experience. Resolve concerns: Support team in resolving member issues and delivering satisfaction. Consistently Run Great Clubs with Great Standards Maintain club standards: Consistently deliver GOLD standards in your club. Raising the bar: Ensure club is at plan or better for all bottom‑quartile core KPIs relevant to the role. Achieve Financial Performance Cost discipline: Meet or exceed labor and supply plans for your club. Drive performance and profitability: Use reporting to identify trends and areas of opportunity. Understanding the business: Acquire a deep knowledge of key metrics and reporting for total club and department performance. Major Tasks, Responsibilities, and Key Accountabilities Lead all frontline, membership services desk, and membership sales ambassador functions: Focus on membership performance, frontline service, VOM, and club promotions. Develop and manage high‑performing teams: Lead recruiting, training, and performance management for FELs, Cashiers, and Membership Sales Ambassadors. Ensure proper staffing and processes: Keep people and processes in place for excellent member service. Maintain strong knowledge of policies and procedures: Apply consistently across member services and frontline teams. Execute corporate programs to standard: Implement company initiatives across areas of responsibility. Drive policy and procedural compliance: Enforce operational standards. Leverage reporting tools to drive performance and development: Use company systems and reporting platforms for assessment. Communicate effectively across teams: Serve as a bridge for clarity on initiatives. Drive membership growth and retention: Execute acquisition, retention, loyalty, and member experience initiatives. Meet or exceed productivity expectations: Ensure scheduling, task execution, and process adherence on the frontline. Ensure service excellence: Monitor team performance and member interactions. Oversee front door recovery and follow‑up: Ensure weekly entry of front door recoveries and lead corrective action. Comply with club standards: Maintain full adherence to all policies and expectations. Perform other duties as needed: Support other departments at discretion of club leadership. Maintain regular, predictable, full attendance: Demonstrate consistent presence. Qualifications Demonstrates leadership capabilities, including supervising cross‑functional teams, training team members, and communicating results. 2 years customer service or sales experience preferred. Basic computer knowledge (MS Word, MS Excel, Email) required. High school diploma, college degree, and/or experience in big‑box wholesale, retail, grocery, or leadership is preferred. Open shift availability required. At least 18 years of age. Must maintain all training and required certifications. Job Conditions Frequent movement on hard surfaces and occasional bending, pulling, and reaching. Regular lifting of up to 30 pounds; occasional heavier lifting with assistance. Exposure to temperature extremes and loud noises within perishable areas. Potential exposure to cleaning agents. In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ’s Wholesale Club, we carefully consider a wide range of non‑discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is $20.00 – $25.00. We recognize the growing role of AI tools, including ChatGPT, and value familiarity with them. That said, we want to hear from your authentic self. Your application should reflect your own skills, experiences, and insights rather than AI‑generated responses. #J-18808-Ljbffr