AddressAssistant Store Managers (ASMs) are responsible for providing Customers with a convenient and enjoyable shopping experience. They work to create an inviting shopping environment for Customers by meeting their project needs quickly and fully. They work with the Store Manager to develop strategies and objectives to drive sales and profitability. They provide leadership to Associates so that these strategies and objectives are executed successfully. ASMs must analyze trends, solve problems and develop themselves and their Associates in order to maximize contribution to store success. They must also be capable of working with Associates, the Store Manager and other ASMs to accomplish goals.
Position Responsibilities:
- Providing the Home Depot shopping experience for Customers (e.g., ensuring that
- Customers are acknowledged, Customer project needs are met, complaints are resolved, service is quick and efficient, store is properly stocked)
- Using the racetrack and coaching other Associates and Department Supervisors to use the race track to proactively seek and satisfy Customers
- Ensuring sufficient scheduling to meet customer demand in all areas of responsibility
- Training Associates to provide quality customer service
- Ensuring that store events are appropriately scheduled and communicated
- Ensuring all Special Order/Install Customers are satisfied with their products or services
- Recruiting and placing Sales Associates with the appropriate skills for special order/installs (e.g., technical background, closing and follow-up skills)
- Ensuring specialty areas (e.g., Flooring, Kitchen, Appliance, Millwork & Decor) are adequately staffed to meet both scheduled appointments and immediate customer demand
- Setting departmental sales goals and monitoring them regularly
- Recruiting, interviewing applicants and making recommendations to the Store Manager about hiring for open positions
- Making recommendations to the Store Manager about terminations, promotions, demotions, new associates' rate of pay and associates' performance based pay increases
- Driving productivity on the sales floor (e.g., balancing the number of associates to the customer demand throughout the store)
- Communicating store and home depot objectives to associates
- Coaching, training and developing associates by providing both informal (e.g., on-floor coaching) and formal (e.g., written evaluation) job performance-based feedback
- Communicating clear career paths for associates
- Taking appropriate actions to minimize turnover in all customer service areas
- Prepare, lead and utilize the Chalk Talk process to communicate store sales, event and promotional activity (Monthly Playbook) to all store associates with a particular focus on
- Customer Service Associates
- Assess associates training needs as it relates to all aspects of sales and customer service (e.g., product, process knowledge and customer service skills) and implement plans for improvement
- Knowledge of all Home Depot programs and services including ability to communicate these programs and services to customers and associates (e.g., Credit, SF&I, ESPs, Pro Sales and Tool Rental)
- Knowledge of and ability to train sales and inventory reports as they relate to Key Performance Indicators for assigned departments and store
- Maintaining department profitability through report analysis (e.g., VOC & Store Walk reports), identifying trends, defining problems and developing appropriate responses for assigned departments and store
- Developing and communicating store standards for Customer Service to Associates
- Developing strategy with Store Manager and other ASMs in order to drive store sales and profitability
- Leading Associates, and working with peers and Store Manager to anticipate and solve problems and plan for upcoming events, seasonal changes etc.
- Making certain that all daily inspections are completed
- Following up on all safety audit, accident reporting and investigation issues
- Taking an active role in the execution of safety awareness programs
- Verifying deposits, markdowns, deliveries, time slips, refunds, etc.
- Following standard operating procedures to open and close the store when scheduled
- Responding to emergency situations appropriately
- Safety expectations for this role are outlined under The Home Depot Canada Environmental
- Health & Safety Management system element under "Supervisor".
- Other related duties as assigned by the Store Manager
Experience/Knowledge Required:
- Must fulfill minimum time-in-position (1 year) and performance management code requirements (V2 – Valued Associate, Well Positioned)
- Minimum 2 years of management experience
- Excellent customer service skills
- Good communication skills
- Computer experience is a must
- Strong analytical and problem solving skills
- Strong problem solving skills
- Team player
- Strong work ethic, sense of responsibility and attention to detail and confidentiality
