Mst Asm

Lowe's Home Centers•Lees Summit, MO

About The Position

The MST Assistant Store Manager (MST ASM) leads supervisors and associates supporting product categories in an assigned area. The role sets measurable service and operational goals, develops and coaches team members, manages performance and associate relations, and drives customer service, sales, in-stock, safety, and store cleanliness. The MST ASM oversees execution of service, reset, pricing, and operational programs; manages store opening and closing procedures; controls payroll and other controllable expenses; and serves as a primary escalation point for significant customer complaints. As Manager-on-Duty, the MST ASM provides leadership across the store, overseeing engagement, customer service, staffing, and operational efficiency. The role monitors customer and associate interactions, provides in-the-moment coaching, adjusts staffing to customer traffic, manages call-button responses, and ensures aisles are clean, safe, and clear. Specific MST responsibilities include managing store reset, service, and pricing activity, along with Live Nursery service and watering as 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 maintains product location space 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 consumer service; specified for Specialty ASM.
Experience using Microsoft Office Suite.
Experience in retail store freight flow logistics; specified for 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; specified for Merchandising ASM.
5 years of experience directly managing a team of sales associates in retail, business-to-business, outside sales, or consumer service; specified for Specialty ASM.
5 years of experience leading support or operations associates in a retail or consumer service industry; specified for 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, and Thin Client.

Responsibilities

Interview, select, develop, and provide direct leadership to 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, align team efforts to those goals, and track progress daily.
Connect regularly with team members to understand challenges and remove obstacles.
Recognize effective behaviors and achievement of operational goals at individual and team levels.
Provide timely feedback, coaching, training, development, and mentorship; encourage open communication and constructive feedback.
Manage associate performance against established 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 and appropriately address associate relations concerns, 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 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 forecasted payroll plans.
Maintain and apply knowledge of industry service, sales, and operational trends.
Identify sales opportunities and inventory or merchandising gaps, and create action plans to improve in-stock, sales, and margin performance.
Find ways to enhance the Pro customer experience and drive Pro sales within 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; ensure doors and gates are secured and monitored, report signs of theft, and maintain inventory and shrink budget integrity.
As Manager-on-Duty, provide full store leadership over engagement, customer service, staffing, and operational efficiency.
Walk the store, observe customer and associate interactions, and coach associates to engage customers and drive sales.
Ensure departments are staffed for customer traffic and shift associates to provide coverage as needed.
Manage associate responses to call buttons.
Ensure aisles are clean, safe, and free of clutter.
Direct non-MOD activities, including customer complaints, management approvals, and store opening and closing 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 quickly and effectively to work challenges and organizational change.
Manage store reset, service, and pricing activity, including Live Nursery service and seasonal 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.