(USA) Director, Member Services- Plus Membership Upgrades

Walmart • Bentonville, AR

4d • $110,000 - $220,000

About The Position

About Sam’s Club Sam’s Club is Member obsessed and growing fast. Membership is at the core of our business model and long-term growth, and Plus membership plays a critical role in deepening our relationship with our members. We are focused on building the most loved, trusted, and differentiated membership in retail. We are seeking a Director, Plus Membership Upgrades to lead the strategy, performance, and cross-functional execution of Plus upgrade growth across the Member journey. About the Role Reporting to the Senior Director, Member Engagement, this role is accountable for designing, evolving, and driving the end-to-end Plus upgrade program across Sam’s Club. Plus is the premium tier membership offered by Sam's Club. Plus upgrades are a growth priority for Sam’s Club, and this role sits at the center of how we expand Plus adoption across our Member base. The Director will balance ownership of the Upgrade program and experience, with strong cross-functional influence on delivering results. Execution is driven in close partnership with Marketing, Product, Ecommerce, and Operations teams, with shared accountability for outcomes. The role will collaborate with adjacent Membership teams to influence Plus benefit design and Member engagement strategies. This role will be responsible for leading and developing a Senior Manager, with the opportunity to scale capabilities as the Plus upgrade program evolves. What you'll do... What You’ll Do Plus Mix & Upgrade Program Leadership Design and evolve the end-to-end Plus upgrade model across digital platforms, marketing touchpoints, and in-Club experiences. Develop a cohesive, multi-touch upgrade journey and operating model that balances evergreen, tech-driven experiences with high-impact Club moments. Performance Ownership & Optimization Drive Plus Mix and upgrade performance through target setting, forecasting, and ongoing performance management. Diagnose performance drivers using data, experimentation, and Member insights to continuously improve conversion, efficiency, and incrementality. Targeting, Analytics & Decisioning Partner with Insights and Analytics to leverage upgrade propensity models and behavioral insights to inform targeting, timing, and sequencing of upgrade journeys. Apply a multi-touch attribution mindset to understand how digital, marketing, ecommerce, and in-Club touchpoints collectively influence upgrade outcomes. Cross-Functional Leadership & Influence Partner with Marketing, Product, Ecommerce, Operations, and Insights to shape and execute upgrade initiatives and influence roadmaps and priorities. Drive alignment and accountability across teams, ensuring Plus upgrade initiatives are cohesive, scalable, and translate into measurable business outcomes. Club Experience & Enablement Gain deep understanding of how upgrades are delivered in our Clubs by partnering with Operations to test, learn, and scale effective in-Club upgrade experiences. Translate strategy into clear, compelling storytelling, tools, and activation moments that energize operators and improve in-Club upgrade experiences, including signage and events. Leadership & Communication Lead and develop a high-performing team, including a Senior Manager, that blends strategic thinking, analytical rigor, and strong execution. Communicate performance, insights, and recommendations clearly and concisely to leadership across Membership and partner organizations. What You’ll Bring Proven experience leading growth, conversion, or tier-mix initiatives in a complex, cross-functional environment. Strong analytical, strategic, and problem-solving capabilities, with the ability to translate insights into action. Comfort owning business performance, with demonstrated ability to influence and execute through partnership. Strong storytelling and communication skills, particularly in translating strategy and data into messages that drive alignment with stakeholders and cross-functional partners. Passion for understanding Member behavior and designing experiences that deliver clear, compelling value. A leadership style that balances empathy, accountability, and results

Requirements

• Proven experience leading growth, conversion, or tier-mix initiatives in a complex, cross-functional environment.
• Strong analytical, strategic, and problem-solving capabilities, with the ability to translate insights into action.
• Comfort owning business performance, with demonstrated ability to influence and execute through partnership.
• Strong storytelling and communication skills, particularly in translating strategy and data into messages that drive alignment with stakeholders and cross-functional partners.
• Passion for understanding Member behavior and designing experiences that deliver clear, compelling value.
• A leadership style that balances empathy, accountability, and results
• Bachelor's degree in business administration, marketing, finance, or related field and 6 years' experience in marketing, product development, program management or related field OR 8 years' experience in marketing, finance, product development, program management or related field.
• 3 years' experience leading cross functional teams.

Nice To Haves

• Business
• Data Analysis and Insights
• Market Research
• Merchandising
• Operations
• Masters: Business Administration

Responsibilities

• Design and evolve the end-to-end Plus upgrade model across digital platforms, marketing touchpoints, and in-Club experiences.
• Develop a cohesive, multi-touch upgrade journey and operating model that balances evergreen, tech-driven experiences with high-impact Club moments.
• Drive Plus Mix and upgrade performance through target setting, forecasting, and ongoing performance management.
• Diagnose performance drivers using data, experimentation, and Member insights to continuously improve conversion, efficiency, and incrementality.
• Partner with Insights and Analytics to leverage upgrade propensity models and behavioral insights to inform targeting, timing, and sequencing of upgrade journeys.
• Apply a multi-touch attribution mindset to understand how digital, marketing, ecommerce, and in-Club touchpoints collectively influence upgrade outcomes.
• Partner with Marketing, Product, Ecommerce, Operations, and Insights to shape and execute upgrade initiatives and influence roadmaps and priorities.
• Drive alignment and accountability across teams, ensuring Plus upgrade initiatives are cohesive, scalable, and translate into measurable business outcomes.
• Gain deep understanding of how upgrades are delivered in our Clubs by partnering with Operations to test, learn, and scale effective in-Club upgrade experiences.
• Translate strategy into clear, compelling storytelling, tools, and activation moments that energize operators and improve in-Club upgrade experiences, including signage and events.
• Lead and develop a high-performing team, including a Senior Manager, that blends strategic thinking, analytical rigor, and strong execution.
• Communicate performance, insights, and recommendations clearly and concisely to leadership across Membership and partner organizations.

Benefits

• Health benefits include medical, vision and dental coverage
• Financial benefits include 401(k), stock purchase and company-paid life insurance
• Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices.
• Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
• Live Better U is a company paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms. For information about benefits and eligibility, see One.Walmart.
• The annual salary range for this position is $110,000.00 - $220,000.00
• Additional compensation includes annual or quarterly performance bonuses.
• Additional compensation for certain positions may also include Regional Pay Zone (RPZ) (based on location).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager