Front End Lead Full Time
About The Position
The Front End Lead coaches, teaches, and develops frontline team members to deliver excellent member service and successfully execute membership programs, initiatives, and front-end operations. The role monitors and drives membership and member-experience goals, ensures membership products are offered, and makes sure member orders and requests are processed positively, promptly, and efficiently. The Front End Lead delegates work, monitors staffing and operational compliance, and provides excellent customer service to members. The position leads frontline operations, including cashiers, self-checkout, and the membership desk. It supports team-member development, engagement, safe and inclusive working conditions, service excellence, and daily execution of club standards. The role also handles front-end transactions and escalated member service issues, supports checkout lanes, maintains the cleanliness of member-service areas, and may work in other departments as needed.
Requirements
- Basic math skills.
- Regular, predictable, full attendance is an essential function of the job.
- Ability to move frequently about the workplace and occasionally bend, handle, pull, reach, or stoop to examine or scan merchandise.
- Ability to frequently lift objects up to 50 pounds; heavier or awkward objects may need to be lifted and moved with assistance.
Nice To Haves
- Prior leadership experience.
- Prior membership or sales knowledge and experience.
- Prior cashier experience.
- Familiarity with AI tools, including ChatGPT.
Responsibilities
- Coach, teach, motivate, and develop frontline team members through the club-level training process.
- Lead frontline operations, including cashiers, self-checkout, and the membership desk.
- Drive membership acquisition, retention, loyalty, and experience metrics, as well as front-end member engagement, speed, and productivity.
- Set service expectations, provide team support, and empower team members to resolve member concerns; escalate concerns as appropriate.
- Train, recognize, and provide input on evaluations of frontline team members based on their responsibilities, member engagement, service, and membership metrics.
- Use Cashier Observation Forms, Cashier Productivity Boards, and membership metrics reports to monitor and improve performance and member engagement.
- Perform front-end responsibilities, including closing through the point-of-sale system and addressing escalated member service issues.
- Assist members promptly and efficiently, and back up cashiers and Membership Sales Ambassadors when needed.
- Scan merchandise through the point-of-sale system to support accurate inventory counts and purchase totals; load shopping carts when necessary.
- Manage self-checkout and scan-and-pan lanes, assisting members with operational or technical difficulties.
- Collect payments by cash, check, or other charge methods; issue receipts, refunds, credits, or change.
- Stay informed about merchandise promotions, advertisements, and product information; apply discounts by scanning and redeeming coupons.
- Supervise cleanliness of front-of-club member-service areas and lead teams in maintaining daily GOLD club standards, including presentation, stocking, promotional execution, signage, cleanliness, and organization.
- Use system applications and the MyWork online task-management system to manage workflow and monitor daily club operations.
- Maintain club policies and procedures and regular, predictable, full attendance.
- Perform other assigned duties, including working in other departments as needed.
- Promote a safe, positive, collaborative, inclusive, and respectful environment for team members and members; acknowledge team-member success and help identify and retain talent.
- Communicate expectations, provide timely direction and feedback, follow up, and support accountability and business results.
Benefits
- Weekly pay.
- Access to earned pay before payday; a fee may apply.
- Complimentary The Club Card Membership and a free Supplemental Membership for someone in the household.
- Paid vacation, personal, sick, holiday, bereavement, and jury-duty leave.
- Three medical plan options and optional dental, vision, Health Savings Account, and flexible spending account options.
- 401(k) retirement savings plan with company match, available to team members 18 and older.
- Employee Stock Purchase Plan with the opportunity to purchase BJ’s common stock at a 15% discount.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
