MST ASM

Lowe's Companies, Inc.•Pasco, WA

4d•$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 serve as a primary point of escalation for significant customer complaints and manage store opening and closing procedures, while controlling expenses and maintaining knowledge of industry trends. A key aspect of this role is to enhance the Pro customer experience and drive Pro sales, while also ensuring safety, security, and shrink prevention throughout the store. As a Manager-on-Duty (MOD), they provide full leadership over the store, focusing on engagement, customer service, staffing, and operational efficiency. This includes observing associate-customer interactions, coaching associates, managing staffing for customer traffic, and ensuring departments are properly staffed. The MST ASM is also accountable for managing all reset, service, and pricing activities within the store, including Live Nursery services, and supporting Ad Set execution. They are responsible for product location accuracy through SIMS execution and providing feedback during resets and service execution. In addition to these duties, the individual is held accountable for other assigned tasks.

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.
Customer Service & Operations: 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.
Goal Setting & Tracking: 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.
Team Support: Connects with the team regularly to understand challenges they are facing and to remove obstacles.
Recognition & Feedback: Provides recognition for demonstrating effective behaviors and exceeding operational goals; provides open and timely feedback, coaching, training, development opportunities and mentorship.
Performance Management: Manages performance of associates against established goals and works with supervisors to take action when necessary.
Empowerment & Decision Making: Encourages others to share ideas and empowers others to make decisions while providing guidance.
Associate Relations: Identifies any associate relations concerns and takes the appropriate action as needed, handling directly where appropriate and/or escalating issues.
Program Execution: Drives execution of all service, reset, pricing and operational programs in assigned area by monitoring activities, providing feedback, and making adjustments.
Problem Solving: Identifies any barriers to superior service and communicates these along with solutions in a timely manner.
Store Operations: Manages store opening and closing procedures.
Expense Control: Controls expenses including payroll and other controllable expenses, and manages payroll hours by confirming the schedule supports the forecasted payroll plan.
Trend Awareness: Maintains knowledge of industry service, sales and operational trends and shares and applies knowledge where possible.
Sales & Inventory Management: Identifies sales opportunities and gaps in inventory/merchandising and creates specific plans of action to drive improved in-stock, sales, and margin performance.
Pro Customer Focus: Looks for ways within respective departments to enhance the Pro customer experience and drive Pro sales.
Proactive Issue Resolution: Anticipates and proactively addresses operational issues that could impact customer service levels and/or achievement of store sales goals.
Safety & Security: Monitors the use of store power equipment, ensuring safe operation; drives a culture of safety, security and shrink prevention, 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.
Manager-on-Duty (MOD): Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiency.
Customer Engagement: Walks the store, observing customer/associate interaction and providing in-the-moment coaching to ensure associates are engaging customers and driving sales.
Staffing & Coverage: Ensures depts are properly staffed for customer traffic, shifts associates for coverage as needed.
Associate Response Management: Manages associate response to call buttons.
Store Maintenance: Validates that aisles remain clean, safe and free of clutter.
Activity Funneling: 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.
Self-Leadership: Seeks performance feedback from others and pursues self-development opportunities.
Collaboration: Proactively builds and maintains collaborative relationships with cross-functional partners.
Adaptability: Sets an example for others by adapting quickly and effectively to work challenges and organizational change.
Reset & Service Management: Manages all reset, service and pricing activity within the store as well as Live Nursery service and watering as seasonal need requires.
Selling Model Support: Teaches and demonstrates effective use of Lowe’s selling and service model.
Ad Set Execution: Support Ad Set execution through MST Flex endcap and promo space execution as well as validating promotional signage readiness.
Product Location Accuracy: Accountable to Product location space accuracy through SIMS execution and feedback during reset and service execution.

Benefits

Health, Dental and Vision insurance
Life and Disability insurance
Paid time off based on role, tenure, and locality, including vacation, holidays, sick and volunteer time
Flexible spending and health savings accounts
401(k) Retirement account with company match
Employee Assistance Program with concierge, work/life services and no-cost counseling for all kinds of needs
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
Annual bonuses
Enrollment in Lowe's Employee Stock Purchase Plan and/or deferred compensation plan
Grant awards