Apply on Employer Site

BJ's Wholesale Club · 4 days ago

Member Experience Supervisor

West Palm Beach, FL #0227

Full-time

Onsite

Entry, Mid Level

2+ years exp

BJ’s Wholesale Club is powered by over 30,000 team members making a real impact. The Member Experience Supervisor is responsible for providing leadership and direction within the club, managing performance, and ensuring a positive member service experience.

E-CommerceRetailShopping

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

Qualification

Customer ServiceSales ExperienceLeadershipTeam DevelopmentData-Driven Decision MakingBasic Computer KnowledgeCommunication SkillsCollaborationProblem Solving