Field Membership Specialist

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:

Reports directly to the Field Membership Manager, the Field Membership Specialist is responsible for supporting and driving membership efforts and results for assigned region/clubs. Spends dedicated time and attention with operational leadership to directly influence the drive for optimum member experience and membership performance. With Field Membership Manager, identifies areas of opportunity and/or priority. Coordinates and schedules visits based on role protocol, club opportunities and business needs. Reinforces membership policies and procedures to ensure compliance with company standards.

Leadership:

• Drive For Results:  Approach business challenges with a focus on solutions, aim to exceed expectations, align business objectives with corporate strategy, and establish measurable outcomes for performance
• Exhibit Accountability and Ownership: Deliver what you commit to accomplish, rebound from mistakes, and set objectives so that everyone has stake in the outcome
• Collaborate and Build Partnerships: Leverage relationships with stakeholders to promote, support and drive shared objectives for success
• Influence without Authority: Use a broad range of influence strategies to impact and effect buy in, drive and performance
• Communicate with Excellence:  Ability to share a vision and communicate clearly across audiences. Provide people the information they need to do their job.
• Focus on Member Service and Experience: Understand the needs of our member, be responsive to their requests and do our part to provide club members with an exceptional experience across the club channel

Team Members:

• Teach, coach and lead through the club level training process. Support team member engagement within all areas of responsibility to enable the application of policies, procedures, and compliance.
• Drive a culture of development, strategic thinking and acting, ethical decision making and engagement. Lead with the team member and member in mind to address all concerns and to escalate any concerns, as appropriate.
• Ensure a safe and positive environment and experience for the team members.
• Embrace inclusion and diversity, by working together with collaboration and respect. Acknowledge team member success, work as a team to achieve goals, identify and retain top talent.

Members:

• Guarantee service excellence through all points of contact.
• Set service standard expectations for all team members. Provide team support and empowerment to resolve every member concern.
• Ensure a safe and positive environment and experience for the members.
• Daily commitment to GOLD Member Standards
  • Greet, Anticipate, Appreciate (GAA)
  • Fast, Friendly Full, Fresh, Clean

Club Standards: Lead teams to deliver GOLD club standards daily.

• Define and model GOLD- Grand opening look daily
  • All items stocked and promotional plans executed
  • Maintain visible accurate signage
  • Clean and organized, inside, and out
  • Perishable areas stocked and rotated with cold chain maintained

Know Your Business:

• Acquire a deep knowledge of key metrics and reporting for total club and department performance.
• Drive performance and profitability by using reporting to identify trends and areas of opportunity.
• Have the foresight to see a breakdown in process and correct it before it negatively impacts club performance metrics.
• Communicate a simple message to your team on the connection between consistent operational performance and achieving club financial targets.

Major Tasks, Responsibilities, and Key Accountabilities

• Deliver “on the ground” dedicated, targeted, and expert membership support for region/clubs assigned
• Launch and guide in-club implementation of company Membership priorities and initiatives, including acquisition, retention, loyalty, and experience.
• Support the RDO in the everyday focus, communication and drive for membership priorities and initiatives 
• Guide and prioritize support for the execution of standard membership programs through the FEM & CM
• Pivot when required to meet the needs of the business
• Champion optimum Membership Experience and drive MSAT/VOM results
• Direct, track, measure, coach, and drive memberships metrics at club/regional level to deliver on performance expectations
• Share ownership and accountability with operations for regional membership results
• Deliver clear, concise, and consistent communication on key Membership topics (i.e., results, promotions, etc.) at every level
• Provide club leadership and teams education, training, and coaching for optimum membership performance, growth, and member experience
• “Train the Trainer” for membership initiatives
• Serve as a resource in the identification and selection of talent for the FEM role
• Leverage reporting tools to assess strengths and opportunities, to measure, monitor, and target efforts to expectations
• Continually assess execution and results, implementing plans for improvement as needed
• Special projects as assigned, including new club support, stretch assignments, etc.
• Travel and Overnight stays required
• Other duties as assigned

Qualifications

• Demonstrate leadership capabilities, including driving team member engagement, managing/supervising cross-functional teams, training and coaching team members, and driving and communicating results. Able to own and deliver against strategic initiatives and objectives.
• Experience gathering and analyzing data to guide decision making and improve performance.  
• Proficient in Microsoft Office Suite; including Excel, Word and Power Point.
• Committed to driving outstanding service to all Members.
• Open availability required
• Previous loyalty, retail sales and/or training experience preferred.
• Multi-unit experience a plus

Environmental 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.
• May require lifting and moving heavy and/or awkward objects more than 30 pounds with assistance.
• Located in a comfortable indoor environment surrounded by moving machinery and/or loud equipment.

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 starting from $67,500.00.