Retail Customer Service Supervisor Full Time
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 is responsible for club performance, particularly in directly managed departments, and leads Front End Leads, Cashiers, and Membership Sales Ambassadors. It ensures consistent execution of policies and procedures, a positive member-service experience, and club conditions that meet Grand Opening Look Daily (GOLD) standards. The supervisor develops talent, delivers consistent results, leads audit-compliance efforts, collaborates with Business Partners, and oversees certification and training to support operational excellence. The supervisor leads frontline and membership-service functions, including the Membership Services Desk, and advances membership performance, frontline service, Voice of the Member, and club promotions. The role also supports staffing and process execution, communicates initiatives across teams, uses reporting to guide performance and development, and drives membership acquisition, retention, loyalty, and member experience. It requires regular, predictable full attendance and may include supporting other departments at Club Leadership’s discretion.
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.
- Must be 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 and occasional heavier lifting with assistance.
- May be exposed to temperature extremes and loud noises in perishable areas, as well as 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, motivate, and manage the performance of Front End Leads, Cashiers, and Membership Sales Ambassadors; provide feedback and discipline as needed.
- Ensure appropriate staffing and operational processes are in place to support member service and execution.
- Maintain and consistently apply club policies and procedures across Member Services and Frontline teams.
- Implement corporate programs according to plans and performance expectations.
- Enforce operational standards and lead audit-compliance efforts to maintain integrity and control.
- Use reporting tools and company systems to assess performance, identify opportunities, prioritize development, and collaborate with the Assistant Club Manager of Member Experience to improve results and the member experience.
- Communicate membership, frontline initiatives, and club updates across team members, leadership, and support teams.
- Drive 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 processes.
- Monitor team performance and member interactions to ensure a positive, consistent service experience and execution of GOLD Member Standards and service behaviors.
- Oversee weekly entry of Front Door recoveries and lead retraining or corrective action when needed.
- Maintain club standards, including GOLD standards and applicable policies, procedures, and operational expectations.
- Support other departments at the discretion of Club Leadership.
- Maintain regular, predictable, full attendance to support operations, leadership coverage, and team engagement.
- Develop talent, foster collaboration and inclusion, communicate direction, hold team members accountable, and resolve concerns constructively.
- Monitor member engagement and department execution, support resolution of member issues, and promote a safe, collaborative team environment.
- Use reporting to identify business trends and opportunities, understand club and department performance metrics, and meet or exceed labor and supply plans.
Benefits
- Weekly pay
- Daily Pay access to earned wages before payday (fee may apply)
- Complimentary Club Card Membership and a free Supplemental Membership for someone in the household
- Paid time off, including vacation, personal, sick days, holidays, bereavement, and jury duty leave
- Medical plans
- Optional dental insurance
- Optional vision insurance
- Health Savings Account (HSA) options
- Flexible spending account options
- 401(k) retirement savings plan with company match for team members aged 18 and older
- Employee Stock Purchase Plan with shares available at a 15% discount
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
