Member Service Manager
Company: BJ's Wholesale Club
Posted on: December 4, 2019
BJ's Wholesale Club was the first retailer to introduce the
warehouse club concept in the northeastern United States. Today,
we're a multibillion dollar operation with more than 200 clubs in
17 states from Maine to Florida.
While our Members know us for helping them save up to 25% off
grocery prices every day, our Team Members love us for providing a
supportive and engaging workplace that's committed to developing
If you're a motivated and enthusiastic person who enjoys working
collaboratively and is committed to providing great service for our
Members, we want to hear from you. BJ's offers a fast-paced, team
environment with great training opportunities and competitive
salary and benefits packages to help you succeed.
MEMBER SERVICE MANAGER (MSM)
Responsible for growing and maintaining club membership base
through membership initiatives while providing exceptional customer
service to Members. Responsible for monitoring and maintaining
membership metrics through frontline, providing Member support, and
overseeing and directing the work of Team Members in the front line
and member services departments. Executes company programs and
initiatives to drive membership growth. Enforces membership
compliance through processes, policies, and procedures as well as
compliance with all other company standards. Ensures their team
delivers on providing excellent and efficient member service and
engagement. Acts as a key holder for the club.
The manager is responsible to function as the Manager on Duty (MOD)
as assigned. While MOD, the manager has responsibility to manage
the entire Club, including all Club departments, to ensure
excellent Member engagement, to address any and all concerns
brought to the MOD's attention, and to escalate any concerns, as
appropriate. The manager could be assigned as MOD 50% or more of
the manager's scheduled shifts.
Primary Tasks, Responsibilities, and Key Accountabilities
- Meets and/or exceeds membership fee income goals and service
expectations through successful acquisition, retention, loyalty,
and experience metrics.
- Develops effective and productive teams in the Member Services
and Front Line departments through selection, training, frequent
feedback, evaluating performance, coaching, motivating and
disciplining when necessary.
- Creates and maintains a process to support a positive
experience for Members and potential Members.
- Ensures compliance with the operational functions associated
with assigned areas through the consistent enforcement and
maintenance of established processes and procedures.
- Ensures adequate staffing in frontline departments.
- Executes company membership programs and initiatives.
- Leverages reporting tools to assess strengths and
opportunities. Prioritizes growth opportunities.
- Manages equipment, supplies, and collateral to ensure that
member services and front-line departments run efficiently.
- High school diploma, college degree, and/or big box wholesale,
retail, grocery and/or management experience is preferred.
- Demonstrated leadership capabilities, including
managing/supervising cross-functional teams, training team members,
and driving and communicating results. Time management,
prioritization, and multi-tasking skills preferred.
- Open shift availability required.
- Prior experience working in a customer-focused or sales
- At least 18 years of age.Job Conditions
- Most of the time is spent moving about frequently on hard
surfaces. There may be a need to occasionally position oneself to
examine or scan merchandise, including bending, handling, pulling,
reaching, and/or stooping.
- Occasionally requires lifting objects up to 30 pounds. May
require lifting and moving heavy and/or awkward objects more than
30 pounds with assistance.
- Located in a comfortable indoor environment with frequent
exposure to temperature extremes from freezers, ovens, and/or
coolers. There may be frequent exposure to cleaning agents.
BJ's Wholesale Club is committed to a policy of equal employment
opportunity for all qualified team members and applicants for
employment without regard to race, religion, color, sex, sexual
orientation, age, ancestry, national origin, physical and/or mental
disability, genetic information, atypical cellular or blood trait,
marital and/or familial status, pregnancy, gender identity and
expression, military or veteran status, or any other
characteristics protected by applicable law.
Keywords: BJ's Wholesale Club, Pensacola , Member Service Manager, Executive , Pensacola, Florida
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