Member Experience Supervisor

Job Summary

Working closely with the Assistant Club Manager of Member Experience, the Member Experience Supervisor is responsible for providing leadership and direction within the club and driving club performance, particularly for the departments that they directly manage. Responsible for directly leading the Front End Leads (FELs), Cashiers and Membership Sales Ambassador. Ensures consistent execution of policies and procedures, a positive member service experience, Grand Opening Look Daily (GOLD) standard club conditions, and provides overall leadership and direction within the club. A key function of the Member Experience Supervisor role is the ability to develop talent, display leadership, and deliver results consistently. The Member Experience Supervisor leads audit compliance efforts, drives collaboration with Business Partners (BPs), and oversees certification, and training to ensure operational excellence.

Leadership Responsibilities:

• Know the business: Exhibit strong business acumen through strategic thinking and data-driven decision-making.
• Lead through change: Model leadership competencies and act as a champion for growth.
• Communicate effectively: Provide teams with the information, direction, and support needed to succeed.
• Build high-performing teams: Foster collaboration, provide clear direction, and hold team members accountable.
• Deliver results: Set clear expectations, follow up consistently, and drive execution.
• Develops Talent & Team: Consistently fosters a culture of growth by actively developing team members through collaboration, coaching, and empowerment. Encourages continuous learning and creates opportunities for others to succeed.
• Display Leadership: Demonstrates strong leadership by fostering trust, promoting open communication, and resolving conflicts constructively. Builds inclusive relationships that support a collaborative and respectful team environment.

Team Member Engagement:

• Teach, coach, & lead: Support team development through training, feedback, and on-the-job coaching. Ensuring learning takes place in the flow of work.
• Drive values-based culture: Promote strategic thinking, ethical decision-making, and inclusion.
• Create a safe and collaborative environment: Foster open communication and team trust.
• Recognize and retain top talent: Celebrate achievements and focus on career growth.
• Guarantee service excellence: Ensure daily execution of GOLD Member Standards are met and are consistently reinforcing key service behaviors: Greet, Anticipate, Appreciate (GAA); Fast, Friendly, Full, Fresh, Clean; and Listen, Apologize, Solve, Thank (LAST) across all areas of the club.
• Monitor engagement levels: Observe Member engagement and department execution to ensure premium shopping experience.
• Resolve concerns: Support team in resolving Member issues and delivering satisfaction.

Consistently Run Great Clubs with Great Standards:

• Maintain Club Standards: Consistently Delivering GOLD Standards in your club.
• Raising The Bar: Ensuring club is at plan or better for all Bottom Quartile core KPIs relevant to role.

Achieve Financial Performance:

• Cost Discipline: Meet or Exceed Labor and Supply Plans for your club.
• Drive Performance and Profitability: Using reporting to identify trends and areas of opportunity.
• Understanding The Business: Acquire a deep knowledge of key metrics and reporting for total club and department performance.

Major Tasks, Responsibilities, and Key Accountabilities

• Lead all Frontline, Membership Services Desk, Membership Sales Ambassador and functions: Focus on membership performance, frontline service, Voice of the Member (VOM), and club promotions to drive a positive member experience and business results.
• Develop and manage high-performing teams: Lead recruiting, training, and performance management for FELs, Cashiers and Membership Sales Ambassadors. Provide regular coaching, feedback, motivation, and discipline as needed to ensure team engagement and accountability.
• Ensure proper staffing and processes: Ensure the right people and operational processes are consistently in place to support excellent member service and execution.
• Maintain strong knowledge of policies and procedures: Maintain clear understanding and consistent application of club policies and procedures across Member Services and Frontline teams.
• Execute corporate programs to standard: Implement company initiatives across areas of responsibility according to plan and performance expectations.
• Drive policy and procedural compliance: Enforce operational standards to maintain integrity and control within Member Services and Frontline environments.
• Leverage reporting tools to drive performance and development: Utilize company systems and reporting platforms to assess team performance, identify strengths and opportunities, prioritize development actions, and collaborate with the Assistant Club Manager of Member Experience to optimize results and elevate the member experience.
• Communicate effectively across teams: Serve as a communication bridge, ensuring clarity on membership, frontline initiatives, and club happenings across team members, leadership, and support teams.
• Drive membership growth and retention: Execute acquisition, retention, loyalty, and member experience initiatives to achieve Membership Fee Income goals and other membership KPIs.
• Meet or exceed productivity expectations: Ensure productivity standards are met on the Frontline through effective scheduling, task execution, and adherence to process.
• Ensure service excellence: Monitor team performance and member interactions to uphold a positive and consistent service experience.
• Oversee Front Door recovery and follow-up: Ensure weekly entry of Front Door recoveries from frontline team and lead retraining or corrective action as needed to support compliance and service standards.
• Comply with club standards: Maintain full adherence to all club policies, procedures, and operational expectations.
• Perform other duties as needed: Support other departments at the discretion of Club Leadership.
• Maintain regular, predictable, full attendance: Demonstrate consistent presence to support operations, leadership coverage, and team engagement.

Qualifications

• Demonstrates leadership capabilities, including supervising cross-functional teams, training team members, and driving and communicating results
• 2 years customer service or sales experience preferred.
• Basic computer knowledge (MS Word, MS Excel, Email) required.
• High school diploma, college degree, and/or big box wholesale, retail, grocery and/or leadership experience is preferred.
• Open shift availability required.
• At least 18 years of age.
• Must maintain all training and required certifications. .

Job Conditions

• Frequent movement on hard surfaces and occasional bending, pulling, and reaching.
• Regular lifting of up to 30 pounds; occasional heavier lifting with assistance.
• Exposure to temperature extremes and loud noises within perishable areas.
• Potential exposure to cleaning agents.

We recognize the growing role of AI tools, including ChatGPT, and value familiarity with them. That said, we want to hear from your authentic self. Your application should reflect your own skills, experiences, and insights rather than AI-generated responses.