MST ASM

Lowes • Henrico, VA

9d • $62,000 - $104,000

About The Position

The MST ASM leads supervisors and associates and oversees merchandising, service, pricing, resets, and operational execution within the store. The role sets measurable goals, develops and coaches team members, manages performance and associate relations, addresses barriers to customer service, and serves as an escalation point for significant customer complaints. It also manages store opening and closing procedures, controllable expenses and payroll, sales and inventory opportunities, operational issues, equipment safety, and store safety, security, and shrink prevention.

As Manager-on-Duty, the MST ASM provides leadership for store engagement, customer service, staffing, and operational efficiency. The role observes and coaches customer interactions, adjusts department staffing, manages responses to call buttons, verifies that aisles are clean and safe, and directs non-MOD activities to the appropriate leaders.

Specific MST ASM duties include managing store reset, service, and pricing activity; overseeing Live Nursery service and watering when seasonally needed; teaching Lowe’s selling and service practices; supporting Ad Set execution through MST Flex endcap and promotional-space work and signage validation; and maintaining product-location accuracy through SIMS execution and feedback. Other duties may be assigned.

Requirements

• At least 2 years of experience leading associates in a retail environment.
• At least 3 years of experience working in a fast-paced, cross-functional work environment.
• At least 1 year of experience performing Manager-on-Duty responsibilities, including management of daily store operations and processes within and beyond assigned areas of responsibility.
• At least 1 year of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or consumer service (listed for Specialty ASM).
• Experience using Microsoft Office Suite.
• Experience in retail store freight-flow logistics (listed for Operations ASM).

Nice To Haves

• Bachelor’s degree in a related field.
• At least 5 years of experience leading service associates in retail or consumer service (listed for Merchandising ASM).
• At least 5 years of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or consumer service (listed for Specialty ASM).
• At least 5 years of experience leading support or operations associates in retail or consumer service (listed for Operations ASM).
• At least 3 years of experience performing Manager-on-Duty responsibilities, including managing daily store operations and processes within and beyond assigned areas of responsibility.
• Experience working in the home improvement retail sector.
• Experience working with store computer systems, including Project Tool, Genesis, M2O, or Thin Client.

Responsibilities

• Interview, select, develop, and directly lead supervisors and associates supporting product categories in the assigned area.
• Model SMART customer service and practices that maintain in-stock conditions and a clean, safe store.
• Set measurable service and operational goals, align team efforts, and track progress daily.
• Connect regularly with team members to understand challenges and remove obstacles.
• Recognize effective behaviors and individual or team achievement of operational goals.
• Provide feedback, coaching, training, development opportunities, and mentorship; encourage open communication and constructive feedback.
• Manage associate performance against goals and work with supervisors to address performance concerns.
• Encourage idea-sharing and empower team members to make decisions while providing guidance as needed.
• Identify associate relations concerns and address or escalate them appropriately.
• Drive execution of service, reset, pricing, and operational programs in the assigned area; monitor activities, provide feedback, and make adjustments.
• Identify barriers to superior service and communicate solutions promptly so operations do not interfere with customers’ ability to see or interact with products.
• Serve as a primary escalation point for significant and impactful customer complaints.
• Manage store opening and closing procedures.
• Control payroll and other controllable expenses, ensuring schedules support the forecasted payroll plan.
• Maintain knowledge of industry service, sales, and operational trends and apply or share it where possible.
• Identify sales opportunities and inventory or merchandising gaps, and create plans to improve in-stock performance, sales, and margins.
• Find ways to enhance the Pro customer experience and drive Pro sales within respective departments.
• Anticipate and address operational issues that could affect customer service or store sales goals.
• Monitor safe use of store power equipment and address violations.
• Promote safety, security, and shrink prevention; ensure doors and gates are secured and monitored, report signs of theft, and take daily steps to protect inventory and shrink-budget integrity.
• As Manager-on-Duty, lead store engagement, customer service, staffing, and operational efficiency.
• Walk the store, observe customer and associate interactions, and provide in-the-moment coaching to support customer engagement and sales.
• Ensure departments are staffed for customer traffic and shift associates for coverage as needed.
• Manage associate responses to call buttons.
• Validate that aisles are clean, safe, and free of clutter.
• Direct non-MOD activities, including customer complaints, management approvals, and store opening and closing activities, to appropriate non-MOD leaders.
• Seek performance feedback and pursue self-development opportunities.
• Build and maintain collaborative relationships with cross-functional partners.
• Model adapting quickly and effectively to work challenges and organizational change.
• Manage store reset, service, and pricing activity, including Live Nursery service and watering as seasonal needs require.
• Teach and demonstrate effective use of Lowe’s selling and service model.
• Support Ad Set execution through MST Flex endcap and promotional-space execution and validation of promotional signage readiness.
• Maintain product-location space accuracy through SIMS execution and feedback during reset and service execution.
• Perform other duties as assigned.

Benefits

• Health, dental, and vision insurance.
• Life and disability insurance.
• Paid time off, including vacation, holidays, sick time, and volunteer time, based on role, tenure, and locality.
• Flexible spending and health savings accounts.
• 401(k) retirement account with company match.
• Employee Assistance Program with concierge, work/life services, and no-cost counseling.
• Education support programs, including tuition assistance and trade skills scholarships.
• Business Travel Accident insurance.
• Maternity and parental leave.
• Adoption assistance.
• Lowe’s Associate Discount and broad discount platform.
• Other discretionary benefits based on eligibility, including annual bonuses, Employee Stock Purchase Plan and/or deferred compensation plan enrollment, and grant awards.
• Learning and development opportunities.
• Wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed