What are the responsibilities and job description for the District Merchandising Service Manager position at Lowe's Inc.?
Purpose of Role:
All Lowe's associates deliver quality customer service while maintaining a store that is clean, safe, and stocked with the products our customers need. As a District Merchandising Service Manager, this means:
• Empowering the Merchandising Service team to execute projects consistently and provide an excellent customer experience.
• Encouraging associates to identify opportunities to improve efficiency, merchandising, and displays.
• Overseeing and forecasting potential operational or safety issues during project planning.
The District Merchandising Service Manager (DMSM) directs the execution strategy for Merchandising Service teams to promote a better shopping experience. This leader drives improvement and consistency in store product reset projects, sets merchandise maintenance priorities, and analyzes and resolves merchandising issues. The DMSM also manages related travel and budget expenses. To be successful, this leader must be able to collaborate effectively and build strong relationships with key stakeholders.
Travel Requirements: This position travels daily between stores throughout the district to provide overall leadership around the execution of Merchandising service projects, resets and service.
Responsibility Statements:
Team Leadership
• Manages a team of Merchandising Service Supervisors to execute Merchandising Service’s strategy within their teams.
• Develops and presents goals, priorities, and action plans for the district and individual stores to support the Merchandising Service model and Lowe’s strategic direction.
• Consults with Merchandising Service Supervisors before, during, and after project execution to review execution of projects and provide feedback on expectations, issue management, and resolution.
• Analyzes and resolves logistical, merchandising, and/or planogram issues.
• Acts as a subject matter expert for the Planning Organization and store service teams.
• Participates in weekly and quarterly calls with District and/or Store Manager to update colleagues on Merchandising strategy/focus, current issues, and future projects/execution.
• Travels to stores within district/area regularly to encourage consistent and efficient execution, provide corrective guidance and direction, and demonstrate commitment to service teams.
• Measures the effectiveness of onboarding, training, and career development opportunities for the Merchandising Service team.
• Gives feedback for succession/talent planning for team.
• Onboards, trains, prepares individual development plans, creates meaningful development opportunities, and provides timely behavior-based feedback to Merchandising Service Supervisors.
• Partners with HR to address personnel changes and concerns (e.g., Workers Comp claims, hiring, pay increases, PDC, termination).
Customer Service
• Provides SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs.
• Ensures the associates on the district team has the tools and resources needed to provide exceptional SMART customer service.
• Holds associates accountable and takes action to coach associates in meeting the needs of customers and showing appreciation.
• Partners with key field and in-store leadership (e.g., RVPs, Regional Merchandising Service Directors, District Managers, Store Managers, ASMs) to define the service support needs, goals, and concerns of the stores, measure the impact of projects and activities, and ensure in-store service needs are met.
• Develops and manages working relationships with independent third-party service providers, product vendor direct field management, and Lowe’s Project Managers to promote consistent project execution and customer experiences.
• Supports District Manager, Store Managers, and store Merchandising Service Supervisors to identify gaps and opportunities in execution and performance, leveraging feedback channels to create specific plans of action to drive improved customer experience.
• Drives Merchandising service and project completion rates within the district striving for 100% on time completion and accuracy.
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• Works with the Asset Protection team to communicate reset, project safety, display disposition, and potential shrink issues to solicit their support.
Clean and Safe Stores
• Ensures consistent, safe execution of projects during planning and execution with Asset Protection, Store Leadership, and/or the Merchandising Service team.
• Empowers associates to detect common signs of shoplifting, theft, and other security risks, and promptly communicate to management and/or Asset Protection.
• Oversees team compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store and working areas.
• Ensures associates are creating a safe and secure work environment, which may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates.
• Ensures associates adhere to all safety requirements including top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices.
REQUIRED EDUCATION/EXPERIENCE:
• H.S Diploma.
• 3+ years customer service or retail experience in a fast-paced retail environment OR 2 years Lowe's store experience.
• 2+ years supervisory experience including coaching/training team members.
• Licensed driver with reliable transportation and ability to pass MVR screen.
• Ability to travel between stores within district and work overnight and weekends as required.
PREFERRED EDUCATION/EXPERIENCE:
• 2+ years’ experience leading a distributed workforce (e.g., multiple units across stores).
• 2+ years product merchandizing experience including reading planograms, setting up and tearing down displays.
• Functional experience using Microsoft Office products (e.g., Excel, Outlook).
About Lowe’s:
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 18 million customers a week in the United States and Canada. With fiscal year 2018 sales of $71.3 billion, Lowe’s and its related businesses operate or service more than 2,200 home improvement and hardware stores and employ approximately 300,000 associates. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts. For more information, visit Lowes.com.
