Position Purpose:
Assistant Store Managers (ASMs) report to the Store Manager and are responsible for managing store associates, sales, customer service, safety standards, product availability, store appearance, and profitability of a retail store. Each ASM has direct responsibility for a specific area of the store: Operations, Night Operations, Merchandising, or Specialty. Operations, Merchandising, or Specialty ASMs collaborate directly with associates to ensure they have the knowledge to help customers, perform processes, and execute general expectations for their positions. ASMs exercise judgment and discretion alone, and in conjunction with, the Store Manager, Department Supervisors, and other Assistant Managers, in the day-to-day operations of the store. ASMs have the responsibility of providing a safe working environment by ensuring associates follow all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions. The Merchandising Assistant Store Manager (MASM) position oversees Merchandising departments (Garden, Hardware, Lumber, Building Materials, Plumbing, and Electrical) departments to ensure the successful execution of core programs to improve customer service, product availability, and store appearance. MASMs drive profitability and shrink mitigation by managing associates and operations to achieve sales goals, and ensure product is available and departments are set to merchandising standards They partner with their Store Manager, other ASMs, and the Merchandising field teams to develop strategies and objectives to drive sales and profitability and develop game plans to implement department strategies, manage direct reports, and ensure smooth department operations. MASMs direct associates to top priorities throughout the store and provide regular coaching, and ensure associates are equipped with proper understanding of department merchandise and services. MASMs lead by example as a champion of people while delivering consistent results in sales, service and profitability.
Key Responsibilities:
- 25% - Customer Service / Experience - Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Teach, coach and train Department Supervisors (DSs) and associates on, customer service standards and operational excellent to improve profitability. Manage customer service activities, so as to optimize and sustain sales performance, profitability, and customer satisfaction. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Ensure all associates understand the importance of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors using recognition tools. Provide feedback on service standards.
- 10% - On Shelf Availability - Walk side by side with Department Supervisor (DS) and ensure Store Standards are being maintained. Identify shelf outs for immediate pack down, and on-hand adjustments. Communicate and ensure department associates adherence to store standards. Conduct quality walks with department associates and DSs; look for lows and out of stocks feature. Partner with NOASM and/or NRM on execution of Purge Bays. Walk top shrink classes for On-Hand accuracy. Partner with Asset Protection to create a routine to monitor areas of high shrink activity. Follow up on categories with a high number of visual outs; validate pack down processes and on hand accuracy; escalate opportunities to appropriate merchandising partner. Ensure DSs are adhering to the clearance and reduced tag processes.
- 25% - People - Make recommendations in the selection process by assisting with recruitment, and interviews, and makes decisions on qualified candidates to hire. Review personal KD training completion and ensure Depts Knowledge Depot Training is current and promote engagement through use of learning tools available on the HD phone (e.g., Pocket Guide). Evaluate performance and take action as necessary for personnel actions, which include work allocation, training, development, performance management, compensation, problem resolution, discipline and terminations. Monitor associate engagement levels and drive voice of the associate initiatives. Identify and resolve associates' concerns. Delegate tasks to DSs and teach them to utilize store platforms to assign tasks and follow up with their associates. Use coaching as a collaborative approach to improve performance through goal setting, providing feedback, and maintaining relationships; provide in the moment coaching based on observations and behavior and support active associate development. Support talent management efforts by monitoring succession planning and ensure all associates have active Development Blueprints in place. Adhere to all Company policies & procedures and hold associates accountable for following all Company policies & procedures.
- 10% - Safety - Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete assigned safety training courses applicable to role. Use Proper PPE (Personal Protective Equipment) and guide associates on proper use. Utilize proper lifting techniques and educate store associates on these practices. Obey the required safe distances around Lift Equipment and guide other associates on the correct policies. Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules. Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and walking surfaces are safe. Ensure associates complete all relevant checklists in accordance with timing expectations and verify issue correction, and preventative actions are in put in place. Recognize store associates for safe behavior.
- 10% - Sales & Productivity - Maintain department profitability through analysis, trend identification and responding to identified problems. Communicate Home Depot objectives to associates and motivate them to achieve established goals. Walk side by side with direct reports to assess sales, service and profitability opportunities, and create effective game plans to accomplish necessary improvements and celebrate wins. Review assigned Gameplan tasks, execution of events, myProjects and company priorities; Communicate upcoming projects and priorities communicated in Weekly Playbook, myProjects or Internal communications. Include partnership with MET where appropriate, to understand upcoming projects, resets, and other run the business plays. Leverage sales and profit opportunities through Shrink Management, Safety and Environmental Compliance, P&L management, and Markdown controls. Verify DS are tracking department performance using tools. Guide DSs to make informed decisions to maximize sales. Emphasize the importance of monitoring departmental performance & teach associates how to find key performance metrics. Identify and build relationships with the store's best Pro and DIY customers.
- 10% - Shared MOD Responsibilities - Perform Opening, Closing and MOD activities as well as other whole store focus responsibilities. Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities, and tasks to all associates. Conduct hand-off walk with the prior MOD before their shift ends; identify areas for focus or follow-up. Ensure that ZMA/RTV/On-hand approvals are being completed. Connect all customer service-related escalations to the appropriate associate and ensure resolution. Ensure appropriate staffing in assigned departments, address staffing opportunities and associate call outs, and monitor associate attendance variances.
- 10% - Store Appearance - Ensure proper maintenance, merchandising, and organization of displays and store events in accordance with store standards. Communicate and ensure associates adherence to department standards. Review merchandise presentation, signage, and pricing daily. Ensure store is free of clutter and organized.
Direct Manager/Direct Reports:
- This Position typically reports to Store Manager
- This Position has 0 Direct Reports
Travel Requirements:
Physical Requirements:
- Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- Minimal or no educational requirement for this job.
Minimum Years of Work Experience:
Preferred Years of Work Experience:
Minimum Leadership Experience:
Preferred Leadership Experience:
Certifications:
Competencies:
- Action Oriented
- Directs Work
- Builds Effective Teams
- Drives Engagement
