MST ASM

Lowe's Companies, Inc.•Gilford, NH

About The Position

The MST ASM leads supervisors and associates supporting product categories in an assigned area and is accountable for team performance, customer service, and store operations. This role sets and monitors service and operational goals, coaches and develops associates, manages performance and associate relations concerns, and drives execution of service, reset, pricing, and operational programs. It also identifies barriers to service, addresses customer complaints, and supports safe, clean, and well-stocked store conditions. The role manages store opening and closing procedures, payroll and other controllable expenses, and activities that support sales, inventory, merchandising, and margin performance. As Manager-on-Duty, the MST ASM provides store-wide leadership, monitors customer and associate interactions, adjusts staffing coverage, manages call-button responses, and ensures aisles are clean, safe, and uncluttered. Specific MST ASM responsibilities 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 execution; and maintaining product-location space 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 managing 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 (Specialty ASM qualification).
Experience using Microsoft Office Suite.
Experience in retail store freight-flow logistics (Operations ASM qualification).

Nice To Haves

Bachelor’s degree in a related field.
At least 5 years of experience leading service associates in a retail or consumer service industry (Merchandising ASM qualification).
At least 5 years of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or consumer service (Specialty ASM qualification).
At least 5 years of experience leading support or operations associates in a retail or consumer service industry (Operations ASM qualification).
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 behaviors that deliver SMART customer service and maintain in-stock, clean, and safe store conditions.
Set measurable service and operational goals, align team effort to those goals, and track progress daily.
Regularly connect with team members to understand challenges and remove obstacles.
Recognize effective behaviors and performance that exceeds operational goals.
Provide timely 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 take appropriate action, handling or escalating issues as appropriate.
Drive execution of service, reset, pricing, and operational programs in the assigned area by monitoring activity, providing feedback, and making adjustments.
Identify barriers to superior service and communicate them and potential solutions promptly.
Serve as a primary escalation point for significant customer complaints.
Manage store opening and closing procedures.
Control payroll and other controllable expenses and ensure scheduling supports 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 develop action plans to improve in-stock, sales, and margin performance.
Find ways to enhance the Pro customer experience and drive Pro sales within the assigned 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, including securing and monitoring doors and gates, reporting suspected theft, and protecting inventory and shrink-budget integrity.
As Manager-on-Duty, provide leadership over the store and drive engagement, customer service, staffing, and operational efficiency.
Walk the store, observe customer and associate interactions, and provide in-the-moment coaching to encourage customer engagement and sales.
Ensure departments are staffed for customer traffic and adjust associate coverage as needed.
Manage associate responses to call buttons.
Verify aisles are clean, safe, and free of clutter.
Direct non-MOD activities, including customer complaints, management approvals, and other business operations, to appropriate non-MOD leaders.
Seek performance feedback and pursue self-development opportunities.
Build and maintain collaborative relationships with cross-functional partners.
Set an example by adapting effectively to work challenges and organizational change.
Manage all store reset, service, and pricing activity, as well as Live Nursery service and watering when seasonally required.
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 accountability for product-location space accuracy through SIMS execution and feedback during reset and service execution.
Perform other duties as assigned.