Member Experience Supervisor Full Time

BJ's Wholesale Club • Framingham, MA

12d • $21 - $26

About The Position

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) required.
• At least 18 years of age.
• Must maintain all training and required certifications.
• Open shift availability required.

Nice To Haves

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

Responsibilities

• 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: Get paid every week so that you can manage your money on your terms.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees