Front End Manager

Join a team of more than 32,000 team members, comprised of our home office and over 229 clubs and 7 distribution centers. We’re committed to delivering value and convenience to our Members, helping them save every day on everything they need for their family and home. BJ’s Wholesale Club offers a collaborative, team-oriented environment where all team members can learn, grow and excel.

Job Summary:

Responsible for managing, monitoring, and directing all Front-End business components in the execution and delivery of exceptional service and value. Provide TM oversight and direction to exceed performance expectations and results in each area assigned, including Frontline, Membership, Front Door and Utility Clerks. Executes company programs and initiatives to drive membership metrics/growth, improve VOM scores, ensure maintenance standards are met and validate Membership Experience Ambassadors/front door performance of job duties as required. Acts as a key holder for the club.

Leadership:

• Know their business/business acumen. Exhibit strategic thinking and sound decision-making thorough knowledge and utilization of business data.
• Lead through change. Model leadership competencies, build credibility and act as a champion for business growth.
• Communicate effectively. Provide the information the team requires to be successful.
• Build high performing teams by creating a culture of collaboration. Provide feedback, direction, and follow-up that will drive business results and support team member engagement.
• Deliver results. Execute business expectations within expected timeframes by setting clear expectations, utilizing follow up and accountability.

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:

• Focuses on the key areas of membership performance, frontline service, VOM and club promotions.
• Develops effective and productive teams in the Member Services, Front Line, Membership Ambassadors, 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, 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, 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, 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

Qualifications:

• 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.

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.
• Frequently requires lifting objects up to 30 pounds. May require lifting and moving heavy and/or awkward objects more than 30 pounds with assistance.
• May require working occasional overnight, or early morning shifts in a comfortable indoor area with frequent exposure to temperature extremes and loud noises. There may be occasional exposure to cleaning agents.