Front End Lead Full Time

About the Role

Oversees the frontline in the absence of the Front End Manager. Coaches, teaches, and develops all frontline team members to ensure excellent member service. The Front End Lead teaches, develops, and motivates team members for the successful execution of membership programs and initiatives as well as front line operations. Responsible for monitoring, driving, and coaching for desired membership and member experience goals. Ensures all membership products are offered and member orders/requests are processed in a positive, timely, and efficient manner. Delegates work, monitors staffing, and ensures compliance with operational standards while providing excellent customer service to members.

Responsibilities

• Supervises the front line (including cashiers, self-checkout, and membership desk) in the absence of the Front End Manager.
• Models and provides excellent member service while coaching, teaching, and developing team members.
• Drives membership metrics through acquisition, retention, loyalty, and experience programs.
• Drives member engagement, speed, and productivity on the front end.
• Trains, coaches, motivates, recognizes, and evaluates frontline team members on tasks, responsibilities, and expectations, including member engagement, service, and membership metrics.
• Utilizes Cashier Observation Forms, Cashier Productivity Boards, and membership metrics reports to drive performance and member engagement.
• Performs front-end responsibilities, including closing through POS and handling member escalated service issues.
• Acts with urgency to assist members in a timely and efficient manner.
• Acts as a backup for cashiers and Membership Sales Ambassadors when needed.
• Scans all club merchandise through a point-of-sale system to ensure accurate inventory counts and purchase totals.
• Loads shopping carts when necessary.
• Manages self-checkout lanes and scan-and-pan lanes, assisting members with operations and technical difficulties.
• Collects payments via cash, check, or other charge payments and issues receipts, refunds, credits, or change.
• Stays up-to-date on merchandise promotions, advertisements, and product information; discounts purchases by scanning and redeeming coupons.
• Supervises the cleanliness of front-of-club member servicing areas.
• Navigates within system applications and utilizes the online task management system (MyWork) to manage workflow and monitor daily club operations.
• Performs other duties as assigned, including working in other departments as needed.
• Maintains all club policies and procedures.
• Ensures regular, predictable, full attendance.

Leadership

• Exhibits strategic thinking and sound decision-making with thorough knowledge and utilization of business data.
• Leads through change and models leadership competencies.
• Communicates effectively, providing teams with the information they need to succeed.
• Builds high-performing teams by fostering a culture of collaboration.
• Provides honest and timely direction, follow-up, and feedback to drive business results and support team member engagement.
• Delivers results by executing business expectations within expected timeframes.

Team Members

• Teaches, coaches, and leads through the club-level training process.
• Supports team member engagement to enable the application of policies, procedures, and compliance.
• Drives a culture of development, strategic thinking, ethical decision-making, and engagement.
• Leads with the team member and member in mind to address concerns and escalate as appropriate.
• Ensures a safe and positive environment for team members.
• Embraces inclusion and diversity through collaboration and respect.
• Acknowledges team member success, works as a team to achieve goals, and identifies and retains top talent.

Members

• Guarantees service excellence through all points of contact.
• Sets service standard expectations for all team members.
• Provides team support and empowerment to resolve member concerns.
• Ensures a safe and positive environment and experience for members.
• Commits daily to GOLD Member Standards: Greet, Anticipate, Appreciate (GAA).
• Maintains Fast, Friendly, Full, Fresh, Clean Club Standards.

Club Standards

• Leads teams to deliver GOLD club standards daily.
• Defines and models GOLD: Grand opening look daily.
• Ensures all items are stocked and promotional plans are executed.
• Maintains visible and accurate signage.
• Keeps the club clean and organized, inside and out.

Qualifications

• Prior leadership experience preferred.
• Prior membership or sales knowledge and experience preferred.
• Prior cashier experience preferred.
• Basic math skills required.

Environmental Job Conditions

• Most of the time is spent moving about frequently on hard surfaces.
• Occasional need to position oneself to examine or scan merchandise, including bending, handling, pulling, reaching, and/or stooping.
• Frequently requires lifting objects up to 30 pounds; may require lifting and moving heavy and/or awkward objects greater than 30 pounds with assistance.
• Located in a comfortable indoor area with infrequent exposure to temperature extremes and loud noises; occasional exposure to cleaning agents.

Benefits

• Weekly pay.
• Free BJ’s Memberships: Complimentary The Club Card Membership, plus a free Supplemental Membership for someone in your household.
• 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 (available to team members 18 and older).
• Employee Stock Purchase Plan: Accumulate funds through after-tax payroll deductions to purchase shares of BJ’s common stock at a 15% discount.

Eligibility requirements vary by position.

Pay

The pay range for this position is $19.50 - $24.38 per hour. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications.