Member Experience Supervisor Full Time

BJ's Wholesale Club • Middleburg Heights, OH

16h • Onsite

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 directly leads Front End Leads, Cashiers, and Membership Sales Ambassadors, with responsibility for club performance in managed departments, consistent application of policies and procedures, positive member service, GOLD standard club conditions, audit compliance, certification, and training. The supervisor develops talent, builds collaborative teams, and drives operational results.

The role oversees frontline and membership functions, including membership performance, frontline service, Voice of the Member, club promotions, membership growth and retention, and member satisfaction. The supervisor uses company reporting tools to understand performance, identify opportunities, support team development, and collaborate with the Assistant Club Manager of Member Experience. The position also supports other departments as directed by Club Leadership and requires regular, predictable, full attendance.

The position requires open shift availability. Job conditions include frequent movement on hard surfaces; occasional bending, pulling, and reaching; regular lifting up to 50 pounds and occasional heavier lifting with assistance; and possible exposure to temperature extremes, loud noises in perishable areas, and cleaning agents. The stated starting pay is $20.00; the posting does not specify a pay range endpoint.

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; occasional bending, pulling, and reaching; regular lifting up to 50 pounds and occasional heavier lifting with assistance.
• May be exposed to temperature extremes and loud noises in perishable areas and 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 Front End Leads, Cashiers, Membership Sales Ambassadors, and frontline and membership functions.
• Focus on membership performance, frontline service, Voice of the Member, and club promotions to support member experience and business results.
• Recruit, train, coach, motivate, and manage the performance of direct reports; provide feedback and discipline as needed.
• Ensure appropriate staffing and operational processes 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 according to plan and performance expectations.
• Enforce operational standards and drive policy and procedural compliance.
• Use reporting tools to assess team performance, identify strengths and opportunities, prioritize development, and collaborate with the Assistant Club Manager of Member Experience to improve results.
• Communicate membership, frontline initiatives, and club updates across team members, leadership, and support teams.
• Execute membership acquisition, retention, loyalty, and member-experience initiatives to meet Membership Fee Income goals and other membership KPIs.
• Meet frontline productivity expectations through effective scheduling, task execution, and process adherence.
• 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, and operational expectations.
• Support other departments at the discretion of Club Leadership.
• Maintain regular, predictable, full attendance.
• Coach and develop team members, encourage continuous learning, build trust and inclusive relationships, and recognize achievements and career growth.
• Reinforce GOLD Member Standards and service behaviors, including Greet, Anticipate, Appreciate (GAA); Fast, Friendly, Full, Fresh, Clean; and Listen, Apologize, Solve, Thank (LAST).
• Monitor member engagement and department execution, and support the team in resolving member concerns.
• Maintain club standards, address relevant bottom-quartile KPIs, meet or exceed labor and supply plans, and use reporting to identify performance and profitability opportunities.

Benefits

• Weekly pay.
• Complimentary The Club Card Membership and a free Supplemental Membership for someone in the household.
• Paid vacation, personal, sick days, holidays, bereavement, and jury duty leave.
• Choice of three medical plans, with optional dental and vision coverage, Health Savings Account (HSA), and flexible spending account options.
• 401(k) retirement savings plan with company match for 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: Manager
• Education Level: High school or GED