Merchandising Service Manager

Lowe's; Clarksville (IN); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage a retail team in Clarksville. This role involves driving customer engagement, ensuring operational efficiency, and fostering a positive work environment. The ideal candidate will have a strong background in retail leadership, with a focus on team development and customer satisfaction. You will be responsible for setting clear goals, providing coaching, and managing store operations effectively. If you are passionate about retail and ready to make a significant impact, this opportunity is perfect for you.

Qualifications

• 2+ years leading associates in retail, with experience in fast-paced environments.
• Proven ability to manage daily store operations effectively.

Responsibilities

• Lead a team to deliver exceptional customer service and operational efficiency.
• Manage store opening/closing procedures and control expenses.

Skills

Team Leadership

Customer Service

Operational Management

Coaching and Development

Communication Skills

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Store Computer Systems

Job description

Team Leadership

• Interviews, selects, develops and provides direct leadership over a team of supervisors and associates that support product categories in assigned area

• 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

• 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

• Connects with the team regularly to understand challenges they are facing and to remove obstacles

• Provides recognition for demonstrating effective behaviors and exceeding operational goals at the individual and team level

• Provides open and timely feedback, coaching, training, development opportunities and mentorship to members of the team and encourages others to communicate openly and share constructive feedback

• Manages performance of associates against established goals and works with supervisors to take action when necessary to address performance concerns

• Encourages others to share ideas and empowers others to make decisions while providing guidance when necessary

• Identifies any associate relations concerns and takes the appropriate action as needed, handling directly where appropriate and/or escalating issues to senior management or HR

• Drives execution of all service, reset, pricing and operational programs in assigned area by monitoring activities, providing feedback, and making adjustments where needed

• Identifies any barriers to superior service and communicates these along with solutions in a timely manner ensuring operations do not impact the customers' ability to see or interact with products

Program Execution

• Manages store opening and closing procedures

• Controls expenses including payroll and other controllable expenses, and manages payroll hours by confirming the schedule supports the forecasted payroll plan

• Maintains knowledge of industry service, sales and operational trends and shares and applies knowledge where possible

• Identifies sales opportunities and gaps in inventory/merchandising and creates specific plans of action to drive improved in-stock, sales, and margin performance

• Looks for ways within respective departments to enhance the Pro customer experience and drive Pro sales

• Anticipates and proactively addresses operational issues that could impact customer service levels and/or achievement of store sales goals

• Monitors the use of store power equipment, ensuring that it is operated safely at all times and addressing any violations with associates

• Drives a culture of safety, security and shrink prevention throughout the store, 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

• Walks the store, observing customer/associate interaction and providing in-the-moment coaching to ensure associates are engaging customers and driving sales.

• Ensures departments are properly staffed for customer traffic, shifts associates for coverage as needed.

• Manages associate response to call buttons

• Validates that aisles remain clean, safe and free of clutter

• 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

• Proactively builds and maintains collaborative relationships with cross-functional partners

• Sets an example for others by adapting quickly and effectively to work challenges and organizational change

Responsibilities Specific to the MST ASM

• Manages all reset, service and pricing activity within the store as well as Live Nursery service and watering as seasonal needs require

• Teaches and demonstrates effective use of Lowe’s selling and service model

• Supports Ad Set execution through MST Flex endcap and promo space execution as well as validating promotional signage readiness

• Accountable for product location space accuracy through SIMS execution and feedback during reset and service execution

• In addition to the above responsibilities, this individual is held accountable for other duties as 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 management of daily store operations and processes within and beyond assigned areas of responsibility

• 1 year of experience directly managing a team of sales associates (commissioned or non-commissioned) in retail, business-to-business, outside sales, or consumer service industry

• Experience using Microsoft Office Suite

• Ability to obtain sales related licensure or registration as may be required by law

Preferences:

• Experience in retail store freight flow logistics

• 5 years of experience leading service associates in a retail or consumer service industry

• 5 years of experience directly managing a team of sales associates (commissioned or non-commissioned) in retail, business-to-business, outside sales, or consumer service industry

• 5 years of experience leading support/operations associates in a retail or consumer service industry

• 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

• Broad knowledge of interior/exterior product categories (e.g., flooring, cabinets, millwork, building materials, appliances, home décor, lighting, plumbing)

• Experience working with store computer systems (including but not limited to: Project Tool, Genesis, M2O, Thin Client, etc.)

• Certification in a related area

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.