Member Experience Supervisor Full Time

BJ's Wholesale Club • Fayetteville, NC

5d • Onsite

About The Position

BJ’s Wholesale Club is seeking a Member Experience Supervisor to provide leadership and direction within the club, driving club performance, particularly for the departments they directly manage. This role is responsible for leading Front End Leads (FELs), Cashiers, and Membership Sales Ambassadors, ensuring consistent execution of policies and procedures, a positive member service experience, and adherence to Grand Opening Look Daily (GOLD) standard club conditions. A key function of this 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
• 2 years customer service or sales experience preferred.
• Basic computer knowledge (MS Word, MS Excel, Email) required.
• High school diploma, college degree, and/or big box wholesale, retail, grocery and/or leadership experience is preferred.
• Open shift availability required.
• At least 18 years of age.
• Must maintain all training and required certifications.

Nice To Haves

• Familiarity with AI tools, including ChatGPT.

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, ensuring learning takes place in the flow of work.
• Promote strategic thinking, ethical decision-making, and inclusion.
• Foster open communication and team trust.
• Celebrate achievements and focus on career growth.
• Ensure daily execution of GOLD Member Standards and consistently reinforce key service behaviors: Greet, Anticipate, Appreciate (GAA); Fast, Friendly, Full, Fresh, Clean; and Listen, Apologize, Solve, Thank (LAST) across all areas of the club.
• Observe Member engagement and department execution to ensure a premium shopping experience.
• Support the team in resolving Member issues and delivering satisfaction.
• Consistently deliver GOLD Standards in the club.
• Ensure the club is at plan or better for all Bottom Quartile core KPIs relevant to the role.
• Meet or exceed Labor and Supply Plans for the club.
• Use reporting to identify trends and areas of opportunity.
• 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, focusing on membership performance, frontline service, Voice of the Member (VOM), and club promotions.
• Develop and manage high-performing teams, including 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 the right people and operational processes are consistently in place to support excellent member service and execution.
• Maintain clear understanding and consistent application of club policies and procedures across Member Services and Frontline teams.
• Implement company initiatives across areas of responsibility according to plan and performance expectations.
• Enforce operational standards to maintain integrity and control within Member Services and Frontline environments.
• 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.
• Serve as a communication bridge, ensuring clarity on membership, frontline initiatives, and club happenings across team members, leadership, and support teams.
• Execute acquisition, retention, loyalty, and member experience initiatives to achieve Membership Fee Income goals and other membership KPIs.
• Ensure productivity standards are met on the Frontline through effective scheduling, task execution, and adherence to process.
• Monitor team performance and member interactions to uphold a positive and consistent service experience.
• Ensure weekly entry of Front Door recoveries from the frontline team and lead retraining or corrective action as needed.
• Maintain full adherence to all club policies, procedures, and operational expectations.
• Support other departments at the discretion of Club Leadership.
• Demonstrate consistent presence to support operations, leadership coverage, and team engagement.

Benefits

• Weekly Pay
• Free BJ’s Memberships
• Generous Paid Time Off (vacation, personal, sick days, holidays, bereavement, and jury duty leave)
• Flexible and Affordable Health Benefits (three medical plans, optional dental, vision, Health Savings Account (HSA), and flexible spending account options)
• 401(k) Retirement Savings Plan with company match
• Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED