MST ASM

Lowes•Gilford, NH

About The Position

The MST ASM manages store-level reset, service, pricing, and operational activity, including Live Nursery service and watering as seasonal needs require. The role provides leadership over supervisors and associates, supports customer service and sales, maintains store readiness and safety, and helps ensure execution of merchandising and promotional programs. The MST ASM also serves as Manager-on-Duty, providing leadership across the store and supporting staffing, customer service, and operational efficiency. The position is responsible for developing and coaching associates, setting and monitoring goals, managing performance, resolving barriers to service, and escalating significant customer complaints. It also involves controlling expenses and payroll, identifying sales and inventory opportunities, supporting Pro customers, maintaining safety and shrink-prevention practices, and executing promotional signage and product-location accuracy initiatives. 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 management of 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 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 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 conditions, and keep the store clean and safe.
Set measurable service and operational goals, align team effort to those goals, and track progress daily.
Connect regularly with team members to understand challenges and remove obstacles.
Recognize effective behaviors and performance that exceeds operational goals.
Provide feedback, coaching, training, development opportunities, and mentorship; encourage open communication and constructive feedback.
Manage associate performance against established goals and work with supervisors to address performance concerns.
Encourage ideas and empower others to make decisions while providing guidance as needed.
Identify associate-relations concerns and take appropriate action or escalate them to senior management or HR.
Drive execution of service, reset, pricing, and operational programs by monitoring activity, providing feedback, and making adjustments.
Identify and communicate barriers to superior service and solutions so operations do not obstruct 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, and ensure schedules support forecasted payroll plans.
Maintain knowledge of industry service, sales, and operational trends and apply or share that knowledge where possible.
Identify sales opportunities and inventory or merchandising gaps, and create plans to improve in-stock, sales, and margin performance.
Enhance the Pro customer experience and drive Pro sales within the 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, including securing and monitoring doors and gates, reporting signs of theft, and maintaining inventory and shrink-budget integrity.
As Manager-on-Duty, provide full store leadership focused on 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.
Validate that aisles are clean, safe, and free of clutter.
Direct non-MOD activities, including customer complaints, management approvals, and run-the-business activities, 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 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 accountability for product-location space accuracy through SIMS execution and feedback during reset and service work.
Perform other duties as assigned.