MST ASM

Lowe's Companies, Inc.•Glenwood Springs, CO

1d•$62,000 - $104,000•Onsite

About The Position

The MST ASM (Merchandising, Service, and Support Assistant Store Manager) plays a crucial role in leading a team of supervisors and associates to ensure product categories in their assigned area are well-supported. This role involves modeling excellent customer service, maintaining product availability, and ensuring a clean and safe store environment. The MST ASM is responsible for setting clear goals, providing feedback and coaching, managing performance, and driving the execution of various operational programs. Additionally, they act as a primary escalation point for customer complaints and are accountable for store opening and closing procedures, expense control, and safety and shrink prevention initiatives. As a Manager-on-Duty (MOD), they provide overall store leadership, ensuring engagement, customer service, and operational efficiency. Specific responsibilities include managing reset, service, and pricing activities, supporting ad set execution, and ensuring product location accuracy. The MST ASM is also expected to teach and demonstrate the Lowe’s selling and service model.

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 in a 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.
Customer Service & Operations: Models behaviors for delivering SMART customer service, maintaining an in-stock position, and keeping the store clean and safe.
Goal Setting & Tracking: Sets clear and measurable service and operational goals for the team, ensures team effort supports goals, and tracks progress daily.
Team Support: Connects with the team to understand challenges, remove obstacles, and provides recognition for effective behaviors and exceeding goals.
Feedback & Development: Provides open and timely feedback, coaching, training, development opportunities, and mentorship, encouraging open communication.
Performance Management: Manages associate performance against established goals and works with supervisors to address concerns.
Empowerment & Guidance: Encourages idea sharing and empowers decision-making while providing guidance.
Associate Relations: Identifies and addresses associate relations concerns, escalating issues as needed.
Program Execution: Drives execution of service, reset, pricing, and operational programs by monitoring, providing feedback, and making adjustments.
Problem Solving: Identifies barriers to superior service and communicates solutions to ensure operations do not impact customer interaction with products.
Store Operations: Manages store opening and closing procedures, controls expenses (payroll, etc.), and manages payroll hours.
Market Knowledge: Maintains knowledge of industry service, sales, and operational trends and applies them.
Sales & Inventory Management: Identifies sales opportunities and gaps in inventory/merchandising, creating action plans to improve in-stock, sales, and margin.
Pro Customer Experience: Enhances the Pro customer experience and drives Pro sales within respective departments.
Proactive Issue Resolution: Anticipates and addresses operational issues impacting customer service and sales goals.
Safety & Security: Monitors store power equipment for safe operation, drives a culture of safety, security, and shrink prevention, and ensures proper procedures are followed.
Manager-on-Duty (MOD): Provides full leadership over the store, driving engagement, customer service, staffing, and operational efficiency. Walks the store, coaches associates, ensures proper staffing, manages associate response to call buttons, validates cleanliness, and funnels non-MOD activities to appropriate leaders.
Self-Leadership: Seeks performance feedback, pursues self-development, builds collaborative relationships, and adapts quickly to change.
Reset & Service Management: Manages all reset, service, and pricing activity within the store, including Live Nursery service and watering as seasonal needs require.
Selling Model: Teaches and demonstrates effective use of Lowe’s selling and service model.
Ad Set Execution: Supports Ad Set execution through MST Flex endcap and promo space execution and validating promotional signage readiness.
Product Location Accuracy: Accountable for product location space accuracy through SIMS execution and feedback during reset and service execution.
Other Duties: Held accountable for other duties as assigned.