Mst Asm

Lowe's Home Centers•Richmond, VA

About The Position

The MST ASM provides leadership over store supervisors and associates, supporting product categories and driving customer service, in-stock performance, store cleanliness, and safety. The role establishes measurable service and operational goals, tracks progress, coaches and develops associates, manages performance, recognizes strong contributions, and addresses associate relations concerns as appropriate. The position drives service, reset, pricing, and operational programs in the assigned area, resolves barriers to customer service, and serves as an escalation point for significant customer complaints. The role manages store opening and closing procedures, controllable expenses and payroll schedules, and monitors sales, inventory, merchandising, and operational performance. It promotes Pro customer experience and sales, oversees safe use of store power equipment, and drives safety, security, and shrink-prevention practices. When serving as Manager-on-Duty, the MST ASM leads store engagement, customer service, staffing, and operational efficiency; observes and coaches customer interactions; ensures departments are staffed appropriately; manages responses to call buttons; and maintains clean, safe aisles. Specific MST ASM responsibilities include managing store reset, service, and pricing activity, as well as Live Nursery service and watering when seasonally needed. The role teaches Lowe’s selling and service model, supports Ad Set execution through MST Flex endcap and promotional-space execution, validates promotional signage readiness, and is accountable for product-location space accuracy through SIMS execution and feedback during reset and service work. 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 the 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.
At least 5 years of experience leading service associates in retail or the consumer service industry (Merchandising ASM).
At least 5 years of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or the consumer service industry (Specialty ASM).
At least 5 years of experience leading support or operations associates in retail or the consumer service industry (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, and 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, maintain in-stock positions, and keep the store clean and safe.
Set measurable service and operational goals, ensure team effort supports them, and track progress daily.
Connect regularly with team members to understand challenges and remove obstacles.
Recognize effective behaviors and achievement of operational goals; provide timely feedback, coaching, training, development, and mentorship.
Manage associate performance against goals and work with supervisors to address performance concerns.
Encourage idea-sharing and decision-making while providing guidance; address associate relations concerns directly or escalate them to senior management or HR as appropriate.
Drive execution of service, reset, pricing, and operational programs in the assigned area by monitoring activities, providing feedback, and making adjustments.
Identify barriers to superior service and communicate solutions 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.
Monitor industry service, sales, and operational trends and apply or share relevant knowledge.
Identify sales opportunities and inventory or merchandising gaps, then develop action plans to improve in-stock performance, sales, and margin.
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 appropriately, and maintain inventory and shrink-budget integrity.
As Manager-on-Duty, provide store leadership and drive engagement, customer service, staffing, and operational efficiency.
Observe customer and associate interactions and coach associates in the moment 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, and direct non-MOD activities to appropriate non-MOD leaders.
Seek performance feedback and pursue self-development opportunities.
Build and maintain collaborative relationships with cross-functional partners and adapt effectively to work challenges and organizational change.
Manage all store reset, service, and pricing activity, including seasonal Live Nursery service and watering as needed.
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 validate 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 and 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
Potential discretionary benefits, based on eligibility, including annual bonuses, employee stock purchase plan and/or deferred compensation plan, and grant awards
Learning and development opportunities