(USA) Director, Member Services

Position Summary...

About Sam’s Club Financial Services
The Sam’s Club Financial Services team sits within the Experience team at Sam’s Club. Our team has responsibility for the Sam’s Club credit card program and launching additional strategic financial services products where we can deepen relationships and engagement with our members. We are focused on delivering financial services products that align with Sam’s Club strategy, focused on Experience, Value, Assortment and Trust.
We are excited to add a team member to complement our existing team to focus on delivering exceptional member experiences, integrating with our cross-functional partners, and accelerating growth.

What you'll do...

What you’ll do:

• Balance Strategy & Operations: Demonstrate your comfort with both devising strategic initiatives and operationalizing projects – from using member insights, to developing an RFP, assembling a cross-functional team, identify product/partner, all the way through implementation and ongoing management of a program/project
• Member Experience: Design programs that demonstrate understanding of exceptional member experience; delivering value in a way that creates trust and deepens relationships with our members. You track, using qualitative and quantitative data, the effectiveness of program design to ensure timely resolution response
• Influence & Communicate: Manage and influence across levels and functions with an understanding of when to operate independently and when to rely on leadership for support and oversight. We partner with external companies and internal teams, including Membership, Operations, Marketing, Finance, Product, Tech, Analytics, Merchandising.
• Impact: Maintain a sense of urgency in ways that motivate others to complete responsibilities and achieve goals
• Translate Insights into Actions: Use relevant business metrics, analyses, and reports to measure, monitor, and improve performance. You identify and apply sound, fact-based criteria in setting priorities and making decisions
• Curiosity and Growth mindset: Remain curious about the business – from learning the Sam’s Club business, financial services innovations and retail trends. Continue learning and pivoting to manage new complexities, challenges, and responsibilities

• You are in your element in an environment where no two days are the same. You can collaborate and communicate with diverse teams ranging from executives to technical professionals, merchants, membership professionals and finance leaders, in order to deliver fast, measurable, and accurate business results and grow adoption of financial services products
• You are able to demonstrate your: knowledge of financial services products, program management, financial acumen, comfort with contracts, data and analytics, and more
• Your professional experience is marked by your ability to lead cross-functional teams (internal and external) to drive results that improve member experience and business objectives
• You have the ability to set strategy, serve as a thought partner, and exhibit solid business judgement.
• You are able to deal tactfully, respectfully, and effectively with a diverse array of individuals; develop and communicate logical, convincing reasons, including lessons learned, to build support for one's viewpoints and actions.
• You are a self-starter, able to identify problems and/or opportunities for improvement.