(USA) Director, Member Services- Plus Membership Upgrades

Sams Club: Director, Member Services- Plus Membership Upgrades

Position Summary

We are seeking a Director, Plus Membership Upgrades to lead the strategy, performance, and cross-functional execution of Plus upgrade growth across the Member journey. As a key member of our Member Services team, you will design, evolve, and drive the end-to-end Plus upgrade program across digital platforms, marketing touchpoints, and in-Club experiences.

About the Role

Reporting to the Senior Director, Member Engagement, this role is accountable for designing, evolving, and driving the end-to-end Plus upgrade program across Sam's Club. Plus is the premium tier membership offered by Sams Club. Plus upgrades are a growth priority for Sam's Club, and this role sits at the center of how we expand Plus adoption across our Member base.

Responsibilities

As a Director, Plus Membership Upgrades, you will:

• Design and evolve the end-to-end Plus upgrade model across digital platforms, marketing touchpoints, and in-Club experiences.
• Develop a cohesive, multi-touch upgrade journey and operating model that balances evergreen, tech-driven experiences with high-impact Club moments.
• Drive Plus Mix and upgrade performance through target setting, forecasting, and ongoing performance management.
• Diagnose performance drivers using data, experimentation, and Member insights to continuously improve conversion, efficiency, and incrementality.
• Partner with Insights and Analytics to leverage upgrade propensity models and behavioral insights to inform targeting, timing, and sequencing of upgrade journeys.
• Apply a multi-touch attribution mindset to understand how digital, marketing, ecommerce, and in-Club touchpoints collectively influence upgrade outcomes.
• Partner with Marketing, Product, Ecommerce, Operations, and Insights to shape and execute upgrade initiatives and influence roadmaps and priorities.
• Drive alignment and accountability across teams, ensuring Plus upgrade initiatives are cohesive, scalable, and translate into measurable business outcomes.
• Gain deep understanding of how upgrades are delivered in our Clubs by partnering with Operations to test, learn, and scale effective in-Club upgrade experiences.
• Translate strategy into clear, compelling storytelling, tools, and activation moments that energize operators and improve in-Club upgrade experiences, including signage and events.
• Lead and develop a high-performing team, including a Senior Manager, that blends strategic thinking, analytical rigor, and strong execution.
• Communicate performance, insights, and recommendations clearly and concisely to leadership across Membership and partner organizations.

Requirements

• Proven experience leading growth, conversion, or tier-mix initiatives in a complex, cross-functional environment.
• Strong analytical, strategic, and problem-solving capabilities, with the ability to translate insights into action.
• Comfort owning business performance, with demonstrated ability to influence and execute through partnership.
• Strong storytelling and communication skills, particularly in translating strategy and data into messages that drive alignment with stakeholders and cross-functional partners.
• Passion for understanding Member behavior and designing experiences that deliver clear, compelling value.
• Leadership style that balances empathy, accountability, and results.

What Youll Bring

• Proven experience leading growth, conversion, or tier-mix initiatives in a complex, cross-functional environment.
• Strong analytical, strategic, and problem-solving capabilities, with the ability to translate insights into action.
• Comfort owning business performance, with demonstrated ability to influence and execute through partnership.
• Strong storytelling and communication skills, particularly in translating strategy and data into messages that drive alignment with stakeholders and cross-functional partners.
• Passion for understanding Member behavior and designing experiences that deliver clear, compelling value.
• Leadership style that balances empathy, accountability, and results.

Benefits

At Sams Club, we offer a comprehensive benefits package, including:

• Competitive pay
• Performance-based bonus awards
• Health benefits, including medical, vision, and dental coverage
• Financial benefits, including 401(k), stock purchase, and company-paid life insurance
• Paid time off benefits, including PTO, parental leave, family care leave, bereavement, jury duty, and voting
• Other benefits, including short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more
• Live Better U, a company-paid education benefit program for full-time and part-time associates in Walmart and Sams Club facilities
• 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

Minimum Qualifications

• Bachelors 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

• Business, Data Analysis and Insights, Market Research, Merchandising, Operations
• Masters: Business Administration

Location

• 2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.