Merchandising Service Manager

Lowe's Companies, Inc.•Riverton, UT

About The Position

The Merchandising Service Manager leads the Merchandising Service team and oversees merchandising projects, customer service, in-stock execution, and store cleanliness and safety. The role schedules team members and resources, sets project priorities and expectations, provides onboarding, training, coaching, and development, and manages team performance and disciplinary matters. The manager leads teams of 11–21 people, oversees project-related expenses and weekly payroll, resolves project and store-level issues, and communicates project updates and improvement opportunities to store, field, and corporate teams. The manager also leads merchandising of live goods in garden centers and collaborates with Field Project Managers on large third-party labor projects when needed. The role provides customer service in accordance with Lowe’s policies, assists customers with merchandise and projects, and supports associates who serve customers. It oversees daily price changes and audits, stocking and product presentation, signage and pricing accuracy, display resets, staging, buyback preparation, and damaged-product processing. The manager also helps maintain clean, organized, safe, and secure store and work areas, follows applicable safety requirements, uses store equipment as needed, and adheres to state-specific pricing guidelines. Lowe’s Companies, Inc. is a home improvement company serving approximately 16 million customer transactions per week. It employs approximately 300,000 associates and operates more than 1,700 home improvement stores, 530 branches, and 130 distribution centers. Lowe’s supports communities through programs related to safe and affordable housing, community spaces, skilled trades, and disaster relief. Lowe’s is an equal opportunity employer.

Requirements

High school diploma or GED in General Studies, or equivalent years of experience in lieu of the education requirement where applicable.
Two years of customer service or retail experience in a fast-paced retail environment, or one year of Lowe’s store experience.
One year of experience as a team lead or leading others in an informal capacity.

Nice To Haves

Supervisory experience, including coaching, training, and evaluating direct reports.
Merchandising experience, including reading planograms and setting up and tearing down displays.
Experience operating power equipment such as lifts and order pickers.

Responsibilities

Schedule the Merchandising Service team and manage resources to execute projects efficiently and support the overall Merchandising Service strategy.
Guide Merchandising Service Associates (MSAs) on project priorities, scheduling, expectations, and resource needs.
Deliver onboarding and training, provide on-the-job coaching, mentor MSAs, and coach them on performance.
Create development plans for MSAs based on metrics and individual strengths, weaknesses, and needs.
Handle disciplinary actions and proactively partner with the HR business partner.
Manage project, travel, display, and fixture expenses, as well as weekly payroll.
Identify and resolve project or store-level issues using available resources.
Summarize and communicate project information, updates, and execution feedback to store teams, field leaders, and corporate teams.
Identify opportunities to improve efficiency, merchandising, and displays for sharing across the district, region, and enterprise as appropriate.
Lead teams of 11–21 people in merchandising live goods in garden centers.
Collaborate with Field Project Managers on large third-party labor projects when needed.
Provide SMART customer service in accordance with Lowe’s customer service policies, procedures, and programs.
Engage customers to understand their needs and help them locate, demonstrate, select, carry, or load merchandise.
Respond promptly and knowledgeably to customer and employee questions, including walking customers through projects when necessary.
Show appreciation to customers and communicate relevant stock, special-order, product feature, application, and warranty information.
Support employees who directly help customers by providing tools and resources.
Lead daily price-change execution, and audit and update price labels inside and outside the store.
Oversee stocking, facing, and pack-down of merchandise in assigned areas according to planograms.
Confirm the accuracy of signage, reorder stickers, pricing, and product information.
Ensure displays, resets, and bay integrity work meet Lowe’s specifications, planograms, merchandising standards, and safety standards.
Collaborate with receiving departments to establish or revise staging processes for reset products and support materials.
Lead buyback-item efforts and ensure items are pulled, prepared, and ready for shipping.
Oversee proper processing of damaged products.
Detect common signs of shoplifting, theft, and other security risks and promptly communicate them to management or Asset Protection.
Ensure housekeeping standards and programs, such as Zone Recovery, are followed to keep stores and work areas clean and organized.
Maintain a safe and secure work environment, including conducting daily safety reviews as applicable, noting hazards, keeping aisles clear, and securing doors and gates.
Follow applicable safety requirements, including top-stock safety, reinstalling safety cables, using aisle blockers, tether lines on power equipment, spotters, and safety devices.
Operate store equipment as needed for the role and department.
Maintain point-of-sale signage, including bin and beam label stock, ensure bin locators are in place, and activate price changes.
Follow state-specific price-change guidelines under Pricing Policy SF-06.