Retail Customer Service Supervisor Full Time

Member Experience Supervisor

Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ's Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we're committed to providing outstanding service and convenience to our members, helping them save on the products and services they need for their families and homes.

The Benefits of Working at BJ's:

• BJ's pays weekly
• Eligible for free BJ's Inner Circle and Supplemental membership(s)
• Generous time off programs to support busy lifestyles
• Benefit plans for your changing needs
• 401(k) plan with company match (must be at least 18 years old)

Job Summary:

Working closely with the Assistant Club Manager of Member Experience, the Member Experience Supervisor is responsible for providing leadership and direction within the club and driving club performance, particularly for the departments that they directly manage. Responsible for directly leading the Front End Leads (FELs), Cashiers and Membership Sales Ambassador. Ensures consistent execution of policies and procedures, a positive member service experience, Grand Opening Look Daily (GOLD) standard club conditions, and provides overall leadership and direction within the club. A key function of the Member Experience Supervisor role is the ability to develop talent, display leadership, and deliver results consistently. The Member Experience Supervisor leads audit compliance efforts, drives collaboration with Business Partners (BPs), and oversees certification, and training to ensure operational excellence.

Leadership Responsibilities:

• Know the business
• Lead through change
• Communicate effectively
• Build high-performing teams
• Deliver results
• Develops Talent & Team
• Display Leadership

Team Member Engagement:

• Teach, coach, & lead
• Drive values-based culture
• Create a safe and collaborative environment
• Recognize and retain top talent
• Guarantee service excellence
• Monitor engagement levels
• Resolve concerns

Consistently Run Great Clubs with Great Standards:

• Maintain Club Standards
• Raising The Bar
• Achieve Financial Performance

Major Tasks, Responsibilities, and Key Accountabilities:

• Lead all Frontline, Membership Services Desk, Membership Sales Ambassador and functions
• Develop and manage high-performing teams
• Ensure proper staffing and processes
• Maintain strong knowledge of policies and procedures
• Execute corporate programs to standard
• Drive policy and procedural compliance
• Leverage reporting tools to drive performance and development
• Communicate effectively across teams
• Drive membership growth and retention
• Meet or exceed productivity expectations
• Ensure service excellence
• Oversee Front Door recovery and follow-up
• Comply with club standards
• Perform other duties as needed
• Maintain regular, predictable, full attendance

Qualifications:

• Demonstrates leadership capabilities
• 2 years customer service or sales experience preferred
• Basic computer knowledge (MS Word, MS Excel, Email) required
• High school diploma, college degree, and/or big box wholesale, retail, grocery and/or leadership experience is preferred
• Open shift availability required
• At least 18 years of age
• Must maintain all training and required certifications

Job Conditions:

• Frequent movement on hard surfaces and 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

In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ's Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is $20.00-$25.00.