What are the responsibilities and job description for the Customer Experience Director position at BJs Wholesale Club?
Benefits
We offer a comprehensive benefits package, including health insurance, 401(k) plan, paid time off, and more. Additionally, we provide opportunities for professional growth and development, such as training programs and career advancement opportunities.
Job Description
This role requires a leader who can oversee the frontline in the absence of the Front End Manager and coach, teach and develop all frontline team members to ensure excellent member service. The Front End Lead must have strong communication and interpersonal skills, as well as the ability to motivate and inspire team members.
Responsibilities
- Supervise the front line (including cashiers, SCO, and membership desk) in the absence of the Front End Manager.
- Models and provides excellent Member service, while coaching, teaching and developing team members to do the same.
- Drives membership metrics through acquisition, retention, loyalty and experience programs.
- Drives member engagement, speed, and productivity on the front end.
- Trains, coaches, motivates, recognizes, and provides input on evaluation of frontline Team Members on tasks, responsibilities and expectations defined by position, including Member engagement, service, and membership metrics.
- Utilizes Cashier Observation Forms, Cashier Productivity Boards, and membership metrics reports to drive performance and Member engagement.
- Performs front end responsibilities including but not limited to, closing through POS, and Member escalated service issues, etc.
- Acts with sense of urgency to ensure Members are assisted in a timely and efficient manner.
- Acts as a backup for cashiers and Membership Sales Ambassadors when needed.
- Scans all club merchandise through a point-of-sale system to ensure accurate inventory counts and accurate purchase totals for Members. Loads shopping carts when necessary.
- Manages self-checkout lanes and scan and pan lanes. Assists Members with operations and technical difficulties.
- Collects payments via cash, check, or other charge payments from customers. Issues receipts, refunds, credits, or change due to Members.
- Stays up-to-date on all merchandise promotions, advertisements, and product information. Discounts purchases by scanning and redeeming coupons.
- Supervises 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.
- Performs other duties as assigned, including working in other departments as needed.
- Maintains all club policies and procedures.
