Club Membership Manager

About the Role

This Retail Manager position for our Bass Pro Shops and Cabela’s CLUB program is a unique leadership role in our retail locations. The CLUB is a comprehensive customer loyalty program that allows customers to better connect with our company and the outdoors. As a salaried member of the leadership team, your day will vary from overseeing and driving the CLUB credit program and customer experience culture to supporting the entire team during Manager on Duty shifts.

Our most successful CLUB Membership Managers:

• Inspire others to deliver an outstanding CLUB Customer Service Experience every time
• Influence others by building strong and trusting relationships through collaborative efforts
• Are servant leaders at heart, passionate about the team, and remain transparent, empathetic, and honest
• Are passionate about coaching and training store leadership, peers, and outfitters
• Excel at multi-tasking and thrive in a fast-paced, ever-changing environment
• Are metrics and compliance-driven, always striving to improve results and resilient when faced with setbacks

Responsibilities

Customer Experience

• Consistently exemplify outstanding CLUB Customer Service Experience standards by incorporating CLUB exclusive benefits into conversations
• Promote current CLUB cost savings programs through effective merchandising and signing for higher visibility
• Actively listen to customers to address questions and concerns regarding the CLUB program
• Develop and implement strategies to improve the CLUB customer experience
• Serve as the primary CLUB liaison to ensure the retail leadership team and all outfitters are knowledgeable about current CLUB promotions and programs
• Collaborate with internal and external partners to execute successful onsite and offsite events that represent Bass Pro Shops and Cabela’s CLUB brand standards

Influential Leader and Trainer

• Build strong and collaborative relationships with the General Manager, fellow managers, and outfitters to gain credibility and influence
• Motivate and inspire outfitters by providing tools and training to build confidence in securing referrals
• Lead by example, serving as a role model and coach for peers and outfitters
• Facilitate CLUB 101 training for all new outfitters during onboarding, creating a fun and engaging learning environment
• Support outfitter recognition through the Members Only program and create store-level CLUB recognition initiatives to build a CLUB culture
• Regularly recognize others' contributions and successes in securing CLUB referrals

Build Great Talent

• Create a strategy for recruiting and retaining great talent
• Leverage available tools and resources to recruit and retain hourly CLUB outfitters
• Promote a positive, outfitter-centric culture focused on developing self and others
• Provide timely, honest feedback, coaching, and guidance for underperforming outfitters, including individualized development plans

Compliance and Analytics

• Design and execute strategies to meet key CLUB metrics
• Review and analyze CLUB reporting daily for key performance metrics
• Partner with the General Manager to develop and lead execution of corrective action plans for improving missed metrics
• Execute all Bass Pro Shops and Cabela’s CLUB operational and compliance programs
• Coordinate and improve execution of all department functions to drive performance and compliance
• Oversee all training, communication, account servicing, marketing material, and payments at the retail store
• Serve as the leader for the CLUB instant issuance process, including training others on inventory management procedures

Additional duties may be assigned to support all areas of the store based on business needs.

Requirements

• High School Diploma or equivalent
• 2 to 4+ years of sales, management, or leadership experience

Skills

• Ability to calculate figures such as discounts, commissions, and percentages
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret financial, legal, and technical information
• Ability to read and analyze reports
• Ability to write reports and business correspondence
• Ability to effectively present information and respond to questions from managers, associates, customers, and the public
• Ability to conduct meetings and presentations for groups
• Proficiency with PC-based word processing, spreadsheets, database management, and electronic point of sale and inventory management systems
• Strong interpersonal skills and ability to establish and maintain effective working relationships
• Demonstrated use of a team-based management approach

Travel Requirements

As needed for training and CLUB off-site events.

Physical Requirements

• Constant communication with others to exchange information
• Regular computer work, walking, and standing
• Occasional sitting and lifting up to 50 lbs
• Occasional work in outdoor elements, hot and cold temperatures
• Occasional work in noisy environments

Work Environment

Retail/Store setting.

Benefits

• Discounts on retail merchandise, restaurants, world-class resorts, and conservation attractions
• Medical, dental, and vision coverage
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Voluntary benefits
• 401k Retirement Savings Plan
• Paid holidays, vacation, and sick time
• Bass Pro Cares Fund
• Additional benefits available