Front- End Manager
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 great talent. 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. FRONT-END MANAGER Major Responsibilities Focuses on the key areas of membership performance, frontline service, OMNI execution, VOM and club promotions. Develops effective and productive teams in the Member Services, Front Line, Membership Ambassadors, OMNI through TM selection, training, managing, performance management and assessments; providing frequent feedback, motivation, coaching and discipline when required. Ensures the right people and processes are consistently in place Maintains clear knowledge and understanding of club policies and procedures across Member Services, Frontline, FDAP, OMNI, Parking lot and Sanitation. Maintenance of overall club including parking lot and the corresponding policies/procedures. Executes company programs, associated with each area of responsibility, to plan/expectations. Ensures compliance to all policies and procedures to ensure control and integrity within the business/Front End environment Evaluates departmental performance using company reporting tools/programs and makes operational decisions within the Front End to maximize MFI, sales, profits, performance, and member experience for each area under their report Evaluates direct reports on individual results, leveraging reporting tools to assess strengths and opportunities to prioritize and address growth opportunities. Collaborates with Assistant Club Manager to assess Team Member performance, provide actionable feedback, reinforce accountability, and develop talent. Effectively communicates membership, frontline, OMNI happenings to club Team Members, club management and club support teams. Establishes operational efficiencies and productivity standards within the departments by ensuring compliance with the operational functions associated with assigned areas through the consistent enforcement and maintenance of established processes and procedures. Responsible for the proper maintenance and working order of the building, equipment, furniture, and fixtures within the frontline; including OMNI tools, Front Door Ambassador supplies and Utility Clerk equipment/supplies. Drives membership metrics execution and performance through acquisition, retention, loyalty, and experience programs/initiatives associated with Member Service Desk and Frontline. Meets and/or exceeds key metric performance and Membership Fee Income goals as assigned. Ensures productivity standards are delivered as expected on the Frontline Continually monitors customer service levels (Member Care Emails & VOM) to ensure positive service is delivered, and when not, by creating and enforcing processes that support a positive experience for Members and potential Members. Weekly execution of Membership and Frontline team member scorecards. Weekly execution of entering front door recoveries, conducting corresponding retraining and disciplinary action when necessary. Maintains all club policies processes and procedures. Performs other duties as assigned, including working in other departments as needed. Regular, predictable, full attendance is an essential function of this job. 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.