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Front End Business Manager

2 months ago


Silver Spring, Maryland, United States BJ's Wholesale Club Full time

Job Summary:

As a Front End Business Manager at BJ's Wholesale Club, you will be responsible for overseeing the execution and delivery of exceptional service and value across all Front-End business components. This includes managing, monitoring, and directing teams to exceed performance expectations and results in each area assigned, including Frontline, Membership, Front Door, and Utility Clerks.

Key Responsibilities:

  • Lead teams to deliver exceptional customer service and experience through the implementation of company programs and initiatives.
  • Develop and maintain 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.
  • Ensure compliance to all policies and procedures to ensure control and integrity within the business/Front End environment.
  • Collaborate with Assistant Club Manager to assess Team Member performance, provide actionable feedback, reinforce accountability, and develop talent.
  • Effectively communicate membership, frontline, and happenings to club Team Members, club management, and club support teams.
  • Establish 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, 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.

Requirements:

  • Previous customer service or sales work experience required.
  • Basic computer knowledge (MS Word, MS Excel, Email) required.
  • 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.
  • Open shift availability required.
  • At least 18 years of age.