MST ASM

Lowe's Companies, Inc.•Bixby, OK

1d•Onsite

About The Position

The MST ASM role involves leading a team of supervisors and associates to support product categories, ensuring excellent customer service, maintaining product availability, and upholding store cleanliness and safety. This position requires setting and tracking team goals, providing coaching and feedback, managing performance, and driving the execution of various store programs. The MST ASM also acts as a primary escalation point for customer complaints and is responsible for managing store opening and closing procedures, controlling expenses, and maintaining awareness of industry trends. Additionally, this role focuses on enhancing the Pro customer experience, driving sales, and ensuring safety, security, and shrink prevention. As a Manager-on-Duty (MOD), the individual provides overall store leadership, manages staffing, and ensures operational efficiency. The role also emphasizes self-leadership through seeking feedback and adapting to change. Specific responsibilities include managing reset, service, and pricing activities, supporting ad set execution, and ensuring product location accuracy. The MST ASM is accountable for other duties as assigned.

Requirements

2 Years Experience leading associates in a retail environment
3 Years Experience working in a fast-paced, cross-functional work environment
1 Year Experience performing manager-on-duty responsibilities, including management of daily store operations and processes within and beyond assigned areas of responsibility
1 Year Experience directly managing a team of sales associates (commissioned or non-commissioned) in retail, business-to-business, outside sales, or consumer service industry (Specialty ASM)
Experience using Microsoft Office Suite
Experience in retail store freight flow logistics (Operations ASM)

Nice To Haves

Bachelor’s degree Related field
5 Years Experience leading service associates in a retail or consumer service industry (Merchandising ASM)
5 Years Experience directly managing a team of sales associates (commissioned or non-commissioned) in retail, business-to-business, outside sales, or consumer service industry (Specialty ASM)
5 Years Experience leading support/operations associates in a retail or consumer service industry (Operations ASM)
3 Years Experience performing manager-on-duty responsibilities, including management of 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 but not limited to: Project Tool, Genesis, M2O, Thin Client, etc.)

Responsibilities

Team Leadership: Interviews, selects, develops and provides direct leadership over a team of supervisors and associates that support product categories in assigned area.
Models the behaviors that are needed to deliver SMART customer service, maintain an in-stock position, and keep the store clean and safe for customers.
Sets clear and measurable service, and operational goals for the team, ensures the team’s effort supports those goals, and tracks progress on a daily basis.
Connects with the team regularly to understand challenges they are facing and to remove obstacles.
Provides recognition for demonstrating effective behaviors and exceeding operational goals at the individual and team level.
Provides open and timely feedback, coaching, training, development opportunities and mentorship to members of the team and encourages others to communicate openly and share constructive feedback.
Manages performance of associates against established goals and works with supervisors to take action when necessary to address performance concerns.
Encourages others to share ideas and empowers others to make decisions while providing guidance when necessary.
Identifies any associate relations concerns and takes the appropriate action as needed, handling directly where appropriate and/or escalating issues to senior management or HR.
Drives execution of all service, reset, pricing and operational programs in assigned area by monitoring activities, providing feedback, and making adjustments where needed.
Identifies any barriers to superior service and communicates these along with solutions in a timely manner ensuring operations do not impact the customers' ability to see or interact with products.
Serves as a primary escalation point for the most significant and impactful customer complaints.
Manages store opening and closing procedures.
Controls expenses including payroll and other controllable expenses, and manages payroll hours by confirming the schedule supports the forecasted payroll plan.
Maintains knowledge of industry service, sales and operational trends and shares and applies knowledge where possible.
Identifies sales opportunities and gaps in inventory/merchandising and creates specific plans of action to drive improved in-stock, sales, and margin performance.
Looks for ways within respective departments to enhance the Pro customer experience and drive Pro sales.
Anticipates and proactively addresses operational issues that could impact customer service levels and/or achievement of store sales goals.
Monitors the use of store power equipment, ensuring that it is operated safely at all times and addressing any violations with associates.
Drives a culture of safety, security and shrink prevention throughout the store, ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity.
Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiency.
Walks the store, observing customer/associate interaction and providing in-the-moment coaching to ensure associates are engaging customers and driving sales.
Ensures depts are properly staffed for customer traffic, shifts associates for coverage as needed.
Manages associate response to call buttons.
Validates that aisles remain clean, safe and free of clutter.
Funnels non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders.
Seeks performance feedback from others and pursues self-development opportunities.
Proactively builds and maintains collaborative relationships with cross-functional partners.
Sets an example for others by adapting quickly and effectively to work challenges and organizational change.
Manages all reset, service and pricing activity within the store as well as Live Nursery service and watering as seasonal need requires.
Teaches and demonstrates effective use of Lowe’s selling and service model.
Support Ad Set execution through MST Flex endcap and promo space execution as well as validating promotional signage readiness.
Accountable to Product location space accuracy through SIMS execution and feedback during reset and service execution.