Director, Member Services and Experience - Sam's Club
Walmart
Position Summary...
What you'll do...
Sam’s Club is Member obsessed and as Director of Membership Services & Experience at Sam’s Club, you will sit at the heart of everything we do. Growing and retaining the Sam’s Club membership base is the key to growing the business, and we’re looking for a talented leader to drive the next generation member experience across all membership touchpoints. This role will work out of our home office in Bentonville, AR and report to the Senior Director, Member Portfolio Management.
What you'll do:
- Lead a team of member experience experts who will identify, develop, and deliver the next generation membership experience across Onboarding, Upgrade, Digital Membership and Renewal.
- Manage the multi-year experience strategy targeted at enhancing NPS, Member Satisfaction, Increased Conversion and Membership Retention
- Design membership journeys and identification of pain points across the digital and physical membership experience
- Work cross-functionally with Product, Operations, and Marketing as the membership lead tasked with implementing new capabilities to enhance the member experience and ultimately increase membership performance
- Develop a deep understanding of the drivers of member satisfaction and delight, and therefore renewal; delivering the roadmap for increasing membership performance
What you'll bring:
- Bachelor’s degree required, MBA or equivalent preferred
- 8+ years in customer experience, loyalty, product management, membership and subscription management or related fields
- 2+ years supervisory experience
- 5+ years of leading cross-functional teams with proven success
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.
Benefits & Perks:
Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer:
Sam’s Club is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
Who We Are:
Sam Walton opened the first Sam's Club in 1983 to meet a growing need among customers who wanted to buy merchandise in bulk. Since then, Sam's Club has grown rapidly, operating nearly 600 clubs in the US and more than 200 internationally. By offering affordable, wholesale merchandise to members, you’ll help make saving simple for families and small business owners. Yes, we are a division of the Fortune #1 company, Walmart, Inc. and you’ll quickly find that we’re a company that wants you to feel comfortable bringing your whole self to work. A career at Sam’s Club is where the world’s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our clubs. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you’ll be empowered and equipped to do the best work of your life. careers.walmart.com
At Sam's Club, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet!
- Health benefits include medical, vision and dental coverage
- Financial benefits include 401(k), stock purchase and company-paid life insurance
- Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
- Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
Live Better U is a company paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $110,000.00-$220,000.00
Additional compensation includes annual or quarterly performance bonuses.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in business administration, marketing, finance, or related field and 6 years' experience in marketing, product development, program management or related field OR 8 years' experience in marketing, finance, product development, program management or related field. 3 years' experience leading cross functional teams.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Business, Data Analysis and Insights, Market Research, Merchandising, Operations Masters: Business Administration
