Senior Manager, Membership Support

Walmart • Bentonville, AR

4d • Onsite

About The Position

Sam’s Club is looking for a Senior Manager, Member Experience Strategy & Insights to turn member feedback into enterprise action. This role will translate Member Experience (MX) Score drivers, VOMM / Feedback360 insights, and weekly member signals into clear priorities, measurable initiatives, and cross-functional action plans. The role partners across Membership, Product, Operations, eCommerce, Merchandising, Member Support, and Analytics to reduce friction, improve the member experience, and strengthen renewal outcomes. The ideal candidate is a strategic operator who can connect member pain points to business impact and drive accountability across teams. The Membership organization is dedicated to creating a self-sustaining membership that saves time and money while providing seamless shopping experiences anytime, anywhere. Focused on strategic priorities, the team drives member value, renewal growth, AI-enhanced productivity, and improved Member & Associate Experience. It develops management systems linking key initiatives, KPIs, and operating rhythms to ensure consistent execution. This role supports translating member feedback into actionable plans with clear ownership and measurable results, collaborating across functions to enhance membership performance and deliver data-driven insights that advance strategic goals.

Requirements

• Bachelor’s degree in business management, finance, marketing, or related field and 3 years' experience in operations, marketing, membership or related field OR 5 years' experience in operations, marketing, membership, or related field.
• Strong strategy, business operations, customer experience, or member experience background.
• Ability to translate ambiguous feedback into clear business problems, structured recommendations, and executable action plans.
• Comfort working with experience metrics, operational KPIs, financial outcomes, and initiative tracking.
• Strong analytical judgment, including the ability to connect member sentiment and pain points to renewal, retention, and lifetime value.
• Excellent cross-functional leadership skills, with the ability to influence without direct authority.
• Ability to manage multiple initiatives, owners, dependencies, and timelines in a fast-paced environment.
• Curiosity about AI, automation, and scalable insight generation.
• Member-first mindset and passion for removing friction from the member journey.

Nice To Haves

• Masters: Business Administration
• Project Management - Project Management Professional - Certification

Responsibilities

• Translate weekly member feedback, MX drivers, VOMM / Feedback360 insights, and operational signals into prioritized business actions.
• Partner with cross-functional teams to define root causes, initiative owners, expected impact, timelines, dependencies, and roadblocks.
• Help operationalize the Experience Score by connecting member pain points to renewal risk, lifetime value, and business performance.
• Identify emerging member friction points and proactively recommend changes to priorities, roadmaps, and resource focus.
• Help move the organization from reacting to member issues toward preventing them through scalable insights, AI-enabled tools, and stronger accountability.
• Build strong partnerships across Membership, Clubs, Digital, Merchandising, Operations, Member Support, and Analytics.

Benefits

• Health benefits include medical, vision and dental coverage
• Financial benefits include 401(k), stock purchase and company-paid life insurance
• Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting.
• PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
• Short-term and long-term disability
• Company discounts
• Military Leave Pay
• Adoption and surrogacy expense reimbursement
• Live Better U is a company paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager