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Member Care Program Specialist Job

Date: Nov 7, 2020

Location: Westborough-Home Office, MA, US, 01581

Company: BJ's Wholesale Club, Inc.

BJ's Wholesale Club was the first retailer to introduce the warehouse club concept in the northeastern United States. Today, we’re a multibillion dollar operation with more than 200 clubs in 17 states from Maine to Florida.

While our Members know us for helping them save up to 25% off grocery prices every day, our Team Members  love us for providing a supportive and engaging workplace that’s committed to developing great talent.

If you’re a motivated and enthusiastic person who enjoys working collaboratively and is committed to providing great service for our Members, we want to hear from you. BJ’s offers a fast-paced, team environment with great training opportunities and competitive salary and benefits packages to help you  succeed.

<span style="font-family:"Arial",sans-serif">The<span style="font-family:"Arial",sans-serif"> <span style="font-family:"Arial",sans-serif">Member <span style="font-family:"Arial",sans-serif">Care Program Specialist<span style="font-family:"Arial",sans-serif"> will bring the voice of every Member into the organization. The incumbent will capture key insights and identify customer listening touchpoints across channels, digital products and services; analyze feedback, identify trends and deliver actionable insights to key stakeholders. This role is directly responsible for the analysis of the voice of the member data. 


  • <span style="font-family:"Arial",sans-serif">Support the voice of the customer strategy for the <span style="font-family:"Arial",sans-serif">Member Care <span style="font-family:"Arial",sans-serif">team and the continual learning model.
  • <span style="font-family:"Arial",sans-serif">Work with third party partners to coordinate integration and deliverables related to voice of the member programs
  • <span style="font-family:"Arial",sans-serif">Work with internal stakeholders to determine member feedback capture needs across channels and digital products
  • <span style="font-family:"Arial",sans-serif">Collect, analyze both quantitative and qualitative data, organize and continually monitor the voice of your customers. Generate feedback, transform feedback into insight and make it accessible and actionable for the organization.
  • <span style="font-family:"Arial",sans-serif">Listen, measure and verify customer voices to direct priorities and goals.
  • <span style="font-family:"Arial",sans-serif">Leverage dashboards and reports that integrate and display information from multiple customer voices regardless of source, survey or time
  • <span style="font-family:"Arial",sans-serif">Ability to guide digital and omnichannel work, identify most valuable opportunities, deliver clear ROI, drive continues improvements and ongoing business results
  • Ability to assist other members of the Member Care team with projects and initiatives.


<span style="font-family:"Arial",sans-serif">Requirements


  • <span style="font-family:"Arial",sans-serif">B.S. in Business or related field.
  • <span style="font-family:"Arial",sans-serif">Minimum of 3 years of relevant experience
  • <span style="font-family:"Arial",sans-serif">Experience with social listening, text/speech analytics, customer experience and feedback management platforms. Experience with building voice of the customer programs a plus.
  • <span style="font-family:"Arial",sans-serif">Strong analytical and interpretive skills with the ability to distill lengthy qualitative research or complex quantitative analysis into an insightful story with decisive recommendations.
  • <span style="font-family:"Arial",sans-serif">Highly collaborative and demonstrated ability to work closely across both marketing and cross-functional teams.
  • <span style="font-family:"Arial",sans-serif">Process-oriented and driven to achieve strategic goals.

BJ's Wholesale Club is committed to a policy of equal employment opportunity for all qualified team members and applicants for employment without regard to race, religion, color, sex, sexual orientation, age, ancestry, national origin, physical and/or mental disability, genetic information, atypical cellular or blood trait, marital and/or familial status, pregnancy, gender identity and expression, military or veteran status, or any other characteristics protected by applicable law.

Nearest Major Market: Worcester