Front End Lead

BJ's Wholesale Club • Fredericksburg, VA

10d • Onsite

About The Position

The Front End Lead oversees frontline operations in the absence of the Front End Manager and coaches, teaches, and develops frontline team members to deliver excellent member service. The role drives membership programs and initiatives, monitors membership and member-experience goals, and ensures membership products are offered and member orders and requests are handled positively, efficiently, and on time. The Front End Lead delegates work, monitors staffing and operational compliance, and provides excellent customer service.

The position leads and develops team members through training, clear expectations, feedback, recognition, and accountability. It supports team-member engagement, inclusion, safety, and compliance, and addresses or escalates concerns as appropriate. The Front End Lead also helps ensure service excellence and safe, positive experiences for members, while leading teams in maintaining daily GOLD club standards.

Frontline responsibilities include supervising cashiers, self-checkout, and the membership desk; supporting checkout and membership sales when needed; resolving escalated service concerns; and assisting members with operational or technical difficulties. The role uses point-of-sale systems and club applications, helps maintain accurate sales and inventory transactions, and supervises the cleanliness of member-servicing areas. Regular, predictable, full attendance is an essential function of the job.

Requirements

• Basic math skills.
• Regular, predictable, full attendance.

Nice To Haves

• Prior leadership experience.
• Prior membership or sales knowledge and experience.
• Prior cashier experience.
• Familiarity with AI tools, including ChatGPT.

Responsibilities

• Supervise the front line, including cashiers, self-checkout, and the membership desk, in the absence of the Front End Manager.
• Model excellent member service and coach, teach, and develop team members to deliver it.
• Drive membership metrics through acquisition, retention, loyalty, and experience programs.
• Drive member engagement, speed, and productivity on the front end.
• Train, coach, motivate, recognize, and provide evaluation input for frontline team members.
• Use Cashier Observation Forms, Cashier Productivity Boards, and membership metrics reports to drive performance and member engagement.
• Perform front-end duties, including closing through POS and handling escalated member service issues.
• Ensure members are assisted in a timely and efficient manner.
• Back up cashiers and Membership Sales Ambassadors when needed.
• Scan club merchandise through a point-of-sale system to ensure accurate inventory counts and purchase totals.
• Load shopping carts when necessary.
• Manage self-checkout and scan-and-pan lanes, and help members with operational or technical difficulties.
• Collect payments and issue receipts, refunds, credits, or change.
• Stay current on merchandise promotions, advertisements, and product information; apply discounts by scanning and redeeming coupons.
• Supervise cleanliness in front-of-club member-servicing areas.
• Navigate system applications and use the MyWork online task management system to manage workflow and monitor daily club operations.
• Maintain club policies and procedures and perform other assigned duties, including work in other departments as needed.
• Lead teams in meeting daily GOLD club standards, including stocking items, executing promotional plans, maintaining accurate signage, and keeping the club clean and organized.
• Support team-member engagement, safety, inclusion, development, and compliance; address and escalate concerns as appropriate.
• Set service standards and empower team members to resolve member concerns.

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 team member’s household.
• Paid time off, including vacation, personal, sick days, holidays, bereavement, and jury duty leave.
• Three medical plan options.
• Optional dental and vision coverage.
• Health Savings Account and flexible spending account options.
• 401(k) retirement savings plan with company match for eligible team members age 18 and older.
• Employee Stock Purchase Plan with the ability to purchase BJ’s common stock at a 15% discount; eligibility requirements vary by position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed