Member Experience Supervisor Full Time

Overview 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. We’re a team built on purpose and opportunity. 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. 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: Vacation, personal, sick days, holidays, bereavement, and jury duty leave.* Flexible and Affordable Health Benefits: Three medical plans plus optional dental, vision, Health Savings Account (HSA), and flexible spending options. 401(k) Retirement Savings Plan: Company match (available to team members 18 and older).* Employee Stock Purchase Plan: After-tax payroll deductions to buy BJ’s 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 provides leadership and direction within the club and drives club performance. This role directly leads the Front End Leads (FELs), Cashiers, and Membership Sales Ambassadors. It ensures consistent execution of policies and procedures, a positive member service experience, GOLD (Grand Opening Look Daily) standards, and overall leadership within the club. The role focuses on talent development, leadership, and delivering results consistently. The Member Experience Supervisor leads audit compliance, collaborates 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. Develops Talent & Team: Foster a culture of growth through collaboration, coaching, and empowerment; encourage continuous learning and opportunities for others to succeed. Display Leadership: Foster trust, promote open communication, and resolve conflicts constructively; build inclusive relationships that support a collaborative and respectful team environment. 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: GAA (Greet, Anticipate, Appreciate); LAST (Listen, Apologize, Solve, Thank) across all areas of the club. Monitor engagement levels: Observe member engagement and department execution to ensure premium shopping experience. Resolve concerns: Support the team in resolving member issues and delivering satisfaction. Consistency and Standards Maintain Club Standards: Deliver GOLD standards in your club. Raising The Bar: Ensure the club is on plan or better for all Bottom Quartile core KPIs relevant to the role. Financial Performance Cost Discipline: Meet or exceed labor and supply plans for your club. Drive Performance and Profitability: Use reporting to identify trends and opportunities. Understand the Business: Acquire 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 Ambassadors; focus on membership performance, frontline service, Voice of the Member (VOM), and club promotions to drive a positive member experience and business results. Develop and manage high-performing teams: Recruit, train, and manage performance for FELs, Cashiers and Membership Sales Ambassadors; provide coaching, feedback, motivation, and discipline as needed. Ensure proper staffing and processes: Maintain the right people and processes to support excellent member service and execution. Maintain strong knowledge of policies and procedures: Ensure clear understanding and consistent application of club policies and procedures across teams. Execute corporate programs to standard: Implement company initiatives according to plan and performance expectations. Drive policy and procedural compliance: Enforce standards to maintain integrity and control within Member Services and Frontline environments. Leverage reporting tools to drive performance and development: Use company systems to assess performance, identify opportunities, and collaborate with leadership to optimize results. Communicate effectively across teams: Ensure clarity on membership, initiatives, and club happenings across all members and leadership. Drive membership growth and retention: Execute acquisition, retention, loyalty, and member experience initiatives to achieve KPIs. Meet or exceed productivity expectations: Ensure productivity standards are met through scheduling and task execution. Ensure service excellence: Monitor performance and member interactions to uphold a positive service experience. Oversee Front Door recovery and follow-up: Manage front-door recoveries and retraining as needed to support compliance and service standards. Comply with club standards: Maintain adherence to all club policies and procedures. Perform other duties as needed: Support other departments as needed by Club Leadership. Maintain regular, predictable attendance: Demonstrate consistent presence to support operations and team engagement. Qualifications Demonstrates leadership capabilities, including supervising cross-functional teams, training team members, and driving results. 2 years customer service or sales experience preferred. Basic computer knowledge (MS Word, MS Excel, Email) required. High school diploma, college degree, or related wholesale/retail/grocery leadership experience 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; occasional bending, pulling, and reaching. Regular lifting up to 30 pounds; occasional heavier lifting with assistance. Exposure to temperature extremes and loud noises in perishable areas; exposure to cleaning agents. In accordance with Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. The pay range is $21.00 - $26.25. Actual salaries will vary based on location, education, experience, and qualifications. We recognize the growing role of AI tools, including ChatGPT, and value familiarity with them. Your application should reflect your own skills, experiences, and insights rather than AI-generated responses. #J-18808-Ljbffr