Front End Supervisor Full Time

BJ's Wholesale Club•East Syracuse, NY

22h•Onsite

About The Position

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. 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. 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. Responsible for directly leading the Front End Leads (FELs), Cashiers and Membership Sales Ambassador. Ensures consistent execution of policies and procedures, a positive member service experience, Grand Opening Look Daily (GOLD) standard club conditions, and provides 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 Member Experience Supervisor leads audit compliance efforts, drives collaboration with Business Partners (BPs), and oversees certification, and training to ensure operational excellence.

Requirements

Demonstrates leadership capabilities, including supervising cross-functional teams, training team members, and driving and communicating results
Basic computer knowledge (MS Word, MS Excel, Email)
Open shift availability
At least 18 years of age
Must maintain all training and required certifications

Nice To Haves

2 years customer service or sales experience
College degree
Big box wholesale, retail, grocery and/or leadership experience

Responsibilities

Exhibit strong business acumen through strategic thinking and data-driven decision-making
Model leadership competencies and act as a champion for growth
Provide teams with the information, direction, and support needed to succeed
Foster collaboration, provide clear direction, and hold team members accountable
Set clear expectations, follow up consistently, and drive execution
Consistently foster a culture of growth by actively developing team members through collaboration, coaching, and empowerment
Encourage continuous learning and create opportunities for others to succeed
Demonstrate strong leadership by fostering trust, promoting open communication, and resolving conflicts constructively
Build inclusive relationships that support a collaborative and respectful team environment
Support team development through training, feedback, and on-the-job coaching
Ensure learning takes place in the flow of work
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 are met and are consistently reinforcing key service behaviors: Greet, Anticipate, Appreciate (GAA); Fast, Friendly, Full, Fresh, Clean; and Listen, Apologize, Solve, Thank (LAST) across all areas of the club
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
Maintain Club Standards: Consistently Delivering GOLD Standards in your club
Raise The Bar: Ensure club is at plan or better for all Bottom Quartile core KPIs relevant to role
Achieve Financial Performance: Meet or Exceed Labor and Supply Plans for your club
Drive Performance and Profitability: Use reporting to identify trends and areas of opportunity
Understand The Business: Acquire a deep knowledge of key metrics and reporting for total club and department performance
Lead all Frontline, Membership Services Desk, Membership Sales Ambassador and functions: 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: Lead recruiting, training, and performance management for FELs, Cashiers and Membership Sales Ambassadors
Provide regular coaching, feedback, motivation, and discipline as needed to ensure team engagement and accountability
Ensure proper staffing and processes: Ensure the right people and operational processes are consistently in place to support excellent member service and execution
Maintain strong knowledge of policies and procedures: Maintain clear understanding and consistent application of club policies and procedures across Member Services and Frontline teams
Execute corporate programs to standard: Implement company initiatives across areas of responsibility according to plan and performance expectations
Drive policy and procedural compliance: Enforce operational standards to maintain integrity and control within Member Services and Frontline environments
Leverage reporting tools to drive performance and development: Utilize company systems and reporting platforms to assess team performance, identify strengths and opportunities, prioritize development actions, and collaborate with the Assistant Club Manager of Member Experience to optimize results and elevate the member experience
Communicate effectively across teams: Serve as a communication bridge, ensuring clarity on membership, frontline initiatives, and club happenings across team members, leadership, and support teams
Drive membership growth and retention: Execute acquisition, retention, loyalty, and member experience initiatives to achieve Membership Fee Income goals and other membership KPIs
Meet or exceed productivity expectations: Ensure productivity standards are met on the Frontline through effective scheduling, task execution, and adherence to process
Ensure service excellence: Monitor team performance and member interactions to uphold a positive and consistent service experience
Oversee Front Door recovery and follow-up: Ensure weekly entry of Front Door recoveries from frontline team and lead retraining or corrective action as needed to support compliance and service standards
Comply with club standards: Maintain full adherence to all club policies, procedures, and operational expectations
Perform other duties as needed: Support other departments at the discretion of Club Leadership
Maintain regular, predictable, full attendance: Demonstrate consistent presence to support operations, leadership coverage, and team engagement

Benefits

Weekly Pay
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

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