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Front End Team Lead

2 months ago

Millsboro, Delaware, United States BJ's Wholesale Club Full time

Job Summary

The Front End Lead is responsible for overseeing the frontline operations in the absence of the Front End Manager. This role involves coaching, teaching, and developing all frontline team members to ensure excellent member service. The Front End Lead is responsible for monitoring, driving, and coaching for desired membership/member experience goals and results.

Key Responsibilities

  • Supervise the front line, including cashiers, SCO, and membership desk, in the absence of the Front End Manager.
  • Model and provide excellent member service, while coaching, teaching, and developing team members to do the same.
  • Drive membership metrics through acquisition, retention, loyalty, and experience programs.
  • Drive member engagement, speed, and productivity on the front end.
  • Train, coach, motivate, recognize, and provide input on evaluation of frontline team members on tasks, responsibilities, and expectations defined by position, including member engagement, service, and membership metrics.
  • Utilize Cashier Observation Forms, Cashier Productivity Boards, and membership metrics reports to drive performance and member engagement.
  • Perform front end responsibilities, including but not limited to, closing through POS, and member escalated service issues, etc.
  • Act with a sense of urgency to ensure members are assisted in a timely and efficient manner.
  • Act as a backup for cashiers and Membership Sales Ambassadors when needed.
  • Scan all club merchandise through a point-of-sale system to ensure accurate inventory counts and accurate purchase totals for members. Load shopping carts when necessary.
  • Manage self-checkout lanes and scan and pan lanes. Assist members with operations and technical difficulties.
  • Collect payments via cash, check, or other charge payments from customers. Issue receipts, refunds, credits, or change due to members.
  • Stay up-to-date on all merchandise promotions, advertisements, and product information. Discount purchases by scanning and redeeming coupons.
  • Supervise the cleanliness of the front of club member servicing areas.
  • Ability to navigate within system applications.
  • Utilize online task management system (MyWork) to manage workflow, track, and monitor daily club operations.
  • Perform other duties as assigned, including working in other departments as needed.
  • Maintain all club policies and procedures.
  • Regular, predictable, full attendance is an essential function of this job.

Requirements

  • Prior leadership experience preferred.
  • Prior membership or sales knowledge and experience preferred.
  • Prior cashier experience preferred.
  • Basic math skills required.

Work Environment

  • 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.
  • Frequently requires lifting objects up to 30 pounds. May require lifting and moving heavy and/or awkward objects greater than 30 pounds with assistance.
  • Located in a comfortable indoor area with infrequent exposure to temperature extremes and loud noises. There may be occasional exposure to cleaning agents.