Retail Customer Service Supervisor Full Time

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* 

                      o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty

•        Benefit plans for your changing needs*

                      o Three medical plans**, Health Savings  Account (HSA), two dental plans, vision plan, flexible spending

​•        401(k) plan with company match (must be at least 18 years old)

*eligibility requirements vary by position

**medical plans vary by location

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: Exhibit strong business acumen through strategic thinking and data-driven decision-making.
• Lead through change: Model leadership competencies and act as a champion for growth.
• Communicate effectively: Provide teams with the information, direction, and support needed to succeed.
• Build high-performing teams: Foster collaboration, provide clear direction, and hold team members accountable.
• Deliver results: Set clear expectations, follow up consistently, and drive execution.
• Develops Talent & Team: Consistently fosters a culture of growth by actively developing team members through collaboration, coaching, and empowerment. Encourages continuous learning and creates opportunities for others to succeed.
• Display Leadership: Demonstrates strong leadership by fostering trust, promoting open communication, and resolving conflicts constructively. Builds inclusive relationships that support a collaborative and respectful team environment.

Team Member Engagement:

• Teach, coach, & lead: Support team development through training, feedback, and on-the-job coaching. Ensuring learning takes place in the flow of work.
• Drive values-based culture: Promote strategic thinking, ethical decision-making, and inclusion.
• Create a safe and collaborative environment: Foster open communication and team trust.
• Recognize and retain top talent: Celebrate achievements and focus on career growth.
• Guarantee service excellence: Ensure daily execution of GOLD Member Standards are met and are consistently reinforcing key service behaviors: Greet, Anticipate, Appreciate (GAA); Fast, Friendly, Full, Fresh, Clean; and Listen, Apologize, Solve, Thank (LAST) across all areas of the club.
• Monitor engagement levels: Observe Member engagement and department execution to ensure premium shopping experience.
• Resolve concerns: Support team in resolving Member issues and delivering satisfaction.

Consistently Run Great Clubs with Great Standards:

• Maintain Club Standards: Consistently Delivering GOLD Standards in your club.
• Raising The Bar: Ensuring club is at plan or better for all Bottom Quartile core KPIs relevant to role.

Achieve Financial Performance:

• Cost Discipline: Meet or Exceed Labor and Supply Plans for your club.
• Drive Performance and Profitability