Member Experience Supervisor Full Time

BJ's Wholesale Club • Middleburg Heights, OH

2d • $20

About The Position

The Member Experience Supervisor provides leadership and direction within a BJ’s Wholesale Club, working closely with the Assistant Club Manager of Member Experience. The role drives club performance, especially in directly managed departments, and leads Front End Leads, Cashiers, and Membership Sales Ambassadors. The supervisor ensures consistent execution of policies and procedures, positive member service, GOLD standards, audit compliance, collaboration with Business Partners, and effective certification and training. The position requires developing talent, demonstrating leadership, and delivering consistent results.

The supervisor leads frontline and membership functions, including the Frontline, Membership Services Desk, and Membership Sales Ambassador activities. The role supports membership growth and retention, member service, Voice of the Member, club promotions, operational compliance, financial performance, staffing, productivity, and team engagement. It also supports other departments as directed by Club Leadership and requires regular, predictable, full attendance.

Requirements

• Demonstrated leadership capabilities, including supervising cross-functional teams, training team members, and driving and communicating results.
• Basic computer knowledge, including MS Word, MS Excel, and email.
• Open shift availability.
• At least 18 years of age.
• Must maintain all training and required certifications.
• Frequent movement on hard surfaces and occasional bending, pulling, and reaching.
• Regular lifting of up to 50 pounds; occasional heavier lifting with assistance.
• Exposure to temperature extremes and loud noises within perishable areas; potential exposure to cleaning agents.

Nice To Haves

• Two years of customer service or sales experience preferred.
• High school diploma, college degree, and/or big box wholesale, retail, grocery, or leadership experience preferred.

Responsibilities

• Lead Frontline, Membership Services Desk, Membership Sales Ambassador, and related functions, focusing on membership performance, frontline service, Voice of the Member, and club promotions.
• Recruit, train, coach, provide feedback to, motivate, and manage the performance of Front End Leads, Cashiers, and Membership Sales Ambassadors, including discipline as needed.
• Ensure appropriate staffing and operational processes are in place to support member service and execution.
• Maintain knowledge of and consistently apply club policies and procedures across Member Services and Frontline teams.
• Implement corporate programs and initiatives to company standards and performance expectations.
• Enforce operational standards and policy and procedural compliance in Member Services and Frontline environments.
• Use company systems and reporting tools to assess performance, identify strengths and opportunities, prioritize development, and collaborate with the Assistant Club Manager of Member Experience to improve results and member experience.
• Communicate membership, frontline initiatives, and club updates across team members, leadership, and support teams.
• Execute membership acquisition, retention, loyalty, and member experience initiatives to achieve Membership Fee Income goals and other membership KPIs.
• Meet frontline productivity standards through effective scheduling, task execution, and adherence to process.
• Monitor team performance and member interactions to ensure consistent service excellence.
• Ensure weekly entry of Front Door recoveries and lead retraining or corrective action as needed.
• Maintain adherence to club policies, procedures, standards, and operational expectations.
• Support other departments as directed by Club Leadership.
• Maintain regular, predictable, full attendance.
• Develop talent, foster collaboration and inclusion, communicate expectations, hold team members accountable, and support team engagement and career growth.
• Ensure daily execution of GOLD Member Standards and reinforce Greet, Anticipate, Appreciate (GAA); Fast, Friendly, Full, Fresh, Clean; and Listen, Apologize, Solve, Thank (LAST) service behaviors.
• Observe member engagement and department execution, resolve member concerns, and support member satisfaction.
• Maintain club standards and ensure the club is at plan or better for relevant Bottom Quartile core KPIs.
• Meet or exceed labor and supply plans, use reporting to identify performance opportunities, and understand key club and department metrics.

Benefits

• Weekly pay.
• Complimentary The Club Card Membership and a free Supplemental Membership for someone in the team member’s household.
• Paid vacation, personal, sick days, holidays, bereavement, and jury duty leave.
• Three medical plan options, with optional dental, vision, Health Savings Account, and flexible spending account options.
• 401(k) retirement savings plan with a company match, available to team members 18 and older.
• Employee Stock Purchase Plan with shares of BJ’s common stock available at a 15% discount.

What This Job Offers

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