MST ASM

Lowe's Companies, Inc.•Concord, NH

About The Position

The MST ASM leads a team of supervisors and associates supporting product categories in an assigned area. The role sets service and operational goals, develops and manages team performance, removes obstacles, and drives execution of service, reset, pricing, and operational programs. It also oversees store opening and closing procedures, controllable expenses and payroll, sales and inventory opportunities, customer service escalations, and safe, secure store operations. As Manager-on-Duty, the MST ASM provides leadership across the store, monitors customer and associate interactions, coaches associates, ensures departments are staffed appropriately, manages responses to call buttons, and validates that aisles are clean, safe, and clear. The MST ASM also manages store reset, service, and pricing activities, including seasonal Live Nursery service and watering; supports Ad Set execution and promotional signage readiness; and maintains product-location accuracy through SIMS execution and feedback. Other duties may be assigned.

Requirements

2 years of experience leading associates in a retail environment.
3 years of experience working in a fast-paced, cross-functional work environment.
1 year of experience performing Manager-on-Duty responsibilities, including managing daily store operations and processes within and beyond assigned areas of responsibility.
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.
5 years of experience leading service associates in a retail or consumer service industry (Merchandising ASM).
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).
5 years of experience leading support or operations associates in a retail or consumer service industry (Operations ASM).
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 behaviors that maintain in-stock positions and keep the store clean and safe.
Set measurable service and operational goals, align team efforts to those goals, and track progress daily.
Connect regularly with the team 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 established goals and work with supervisors to address performance concerns.
Encourage idea-sharing and decision-making while providing guidance; identify associate-relations concerns and take appropriate action or escalate them.
Drive service, reset, pricing, and operational program execution in the assigned area by monitoring activities, providing feedback, and making 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 customer complaints.
Manage store opening and closing procedures.
Control payroll and other controllable expenses, and ensure schedules support the forecasted payroll plan.
Maintain and share knowledge of industry service, sales, and operational trends.
Identify sales opportunities and inventory or merchandising gaps, and develop action plans to improve in-stock, sales, and margin performance.
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 maintain 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 and 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; build collaborative relationships with cross-functional partners and adapt effectively to challenges and organizational change.
Manage store reset, service, and pricing activities, 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 work.
Perform other duties as assigned.