Member Experience Supervisor Full Time

Benefits

• Weekly Pay – get paid every week so you can manage your money on your terms.
• Free BJ’s Memberships – a complimentary 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 plus optional dental, vision, Health Savings Account (HSA), and flexible spending account options.
• 401(k) Retirement Savings Plan – company match available to team members 18 and older.
• Employee Stock Purchase Plan – after‑tax payroll deductions can be used to purchase BJ’s common stock at a 15% discount.

Job Summary

Working closely with the Assistant Club Manager of Member Experience, the Member Experience Supervisor provides leadership and direction within the club, driving performance for the departments they manage. The role directly leads Front End Leads (FELs), Cashiers, and Membership Sales Ambassadors, ensuring consistent execution of policies, a positive member service experience, and adherence to Grand Opening Look Daily (GOLD) standards. Key functions include talent development, audit compliance, collaboration with Business Partners, and oversight of certification and training to achieve operational excellence.

Responsibilities

• Leadership Responsibilities
  • Exhibit strong business acumen through strategic thinking and data‑driven decision‑making.
  • Model leadership competencies and act as a champion for growth.
  • Provide teams with clear information, direction, and support.
  • Foster collaboration, set clear expectations, and hold team members accountable.
  • Drive execution by setting expectations, following up consistently, and delivering results.
  • Develop talent through coaching, empowerment, and continuous learning opportunities.
  • Demonstrate inclusive leadership, open communication, and constructive conflict resolution.
  • Teach, coach, and lead team members, ensuring learning occurs in the flow of work.
  • Promote a values‑based culture emphasizing strategic thinking, ethical decision‑making, and inclusion.
  • Create a safe, collaborative environment that fosters trust and open communication.
  • Recognize and retain top talent by celebrating achievements and focusing on career growth.
  • Guarantee service excellence by ensuring daily execution of GOLD Member Standards and reinforcing key service behaviors (GAA, FAST, LAST).
  • Monitor member engagement and department execution to ensure a premium shopping experience.
  • Support team in resolving member issues and delivering satisfaction.
  • Maintain club standards and achieve or exceed bottom‑quartile core KPIs relevant to the role.
  • Meet labor and supply plans, using reporting to identify trends and opportunities.
  • Acquire deep knowledge of key metrics and reporting for total club and department performance.
• Major Tasks, Responsibilities, and Key Accountabilities
  • Lead all Frontline, Membership Services Desk, and Membership Sales Ambassador functions, focusing on membership performance, voice of the member, and club promotions.
  • Recruit, train, and manage high‑performing teams of FELs, Cashiers, and Membership Sales Ambassadors; provide coaching, feedback, motivation, and discipline.
  • Ensure proper staffing and operational processes to support excellent member service.
  • Maintain clear understanding and consistent application of club policies and procedures.
  • Implement corporate programs and initiatives according to plan and performance expectations.
  • Enforce operational standards to maintain integrity and control within Member Services and Frontline environments.
  • Utilize reporting tools to assess team performance, identify strengths and opportunities, and prioritize development actions.
  • Serve as a communication bridge across teams, leadership, and support functions.
  • Execute acquisition, retention, loyalty, and member experience initiatives to achieve membership fee income goals and other KPIs.
  • Meet or exceed productivity expectations through effective scheduling, task execution, and process adherence.
  • Monitor team performance and member interactions to uphold consistent service excellence.
  • Oversee Front Door recovery and follow‑up, leading retraining or corrective action as needed.
  • Maintain full adherence to all club policies, procedures, and operational expectations.
  • Support other departments as needed at the discretion of Club Leadership.
  • Demonstrate regular, predictable, full attendance to support operations and team engagement.

Qualifications

• Demonstrated leadership capabilities, including supervising cross‑functional teams, training members, and driving results.
• 2 years of customer service or sales experience preferred.
• Basic computer knowledge (MS Word, MS Excel, Email) required.
• High school diploma; college degree and/or experience in big‑box wholesale, retail, grocery, or leadership preferred.
• Open shift availability required.
• Must be at least 18 years of age.
• Must maintain all required training and certifications.

Job Conditions

• Frequent movement on hard surfaces; occasional bending, pulling, and reaching.
• Regular lifting of up to 30 pounds; occasional heavier lifting with assistance.
• Exposure to temperature extremes and loud noises within perishable areas.
• Potential exposure to cleaning agents.

Pay

Estimated compensation range: $20.00 – $25.00 per hour (actual salary may vary based on location, education, experience, and other non‑discriminatory factors).