Pro Assistant Sales Manager

Position Purpose

Pro Assistant Sales Managers report to the Store Manager and are responsible for managing Pro associates, sales, customer service, safety standards, product availability, store appearance, and profitability of a retail store. They collaborate directly with peers to ensure associates have the knowledge to help customers, perform processes, and execute general expectations for their positions. Pro Assistant Sales Managers 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. They 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 Pro Assistant Sales Managers oversee the in-store retail Pro team to ensure the successful execution of core Pro programs and processes to improve customer service, increase Pro sales and Pro loyalty, and create a speedy, accurate, and convenient shopping experience for our Pro customers. PASMs partner with the Store Manager, other ASMs, Outside Sales support (OSRs, PAEs, VSRs/PSRs), and In-Store Pro & Specialty Managers to develop strategies and objectives to drive Pro sales and profitability and develop game plans to implement a department strategy, manage direct reports, and ensure smooth Pro department operations. PASMs direct associates to top Pro priorities, provide regular coaching and ensure associates are equipped with proper selling skills. PASMs lead by example as a champion of people while delivering consistent results in sales, service and profitability. PASMs have a duty to uphold, maintain, and support all lawful company policies and positions.

Key Responsibilities

20% - Customer Service / Experience: Teach, coach and train the Pro Department Supervisor (DS) and D42 associates on customer service standards, selling procedures, and operational excellence to improve profitability. Actively manage customer service at Pro to optimize and sustain sales performance, profitability, & customer satisfaction. Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly. Ensure all D42 associates understand the importance of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors using Bravos and Homers and provide feedback on service standards. Connect all Pro customer service-related escalations to the appropriate associate and ensure resolution.

10% - On Shelf Availability: Ensure the Top Pro Classes are being maintained. Work with department associates and supervisors to address on-shelf availability opportunities in these classes. Follow up on Pro categories with a high number of visual outs; validate pack down processes and on hand accuracy; escalate opportunities to appropriate ASM peer or reach out to RMM for concerns with consistently out of stock product. Ensure D42 associates are accurately scanning and releasing product when checking out Pro customers, helping our systems maintain accurate on hand counts and generate orders for additional product when sold.

20% - People: Make recommendations in the selection process by assisting with recruitment and interviews, and make decisions on qualified candidates to hire. Review personal KD training completion and ensure D42 department’s Knowledge Depot training is current and promote engagement through use of learning tools available on the hdPhone. Evaluate performance and take action as necessary for personnel actions, which include: work allocation, training, development, performance management, problem resolution, discipline and terminations. Teach, coach and train the Pro DS and D42 associates on sales and customer service standards, selling procedures, product knowledge and operational excellent to improve profitability. Monitor associate engagement levels and drive voice of the associate initiatives. Identify and resolve associates’ concerns. Delegate tasks to Pro DS and teach them 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 D42 associates have active Development Blueprints in place. Adhere to all THD policies and procedures and hold associates accountable for following all company policies and procedures. Ensure appropriate staffing in D42, address staffing opportunities and associate call outs, and monitor associate attendance variances.

15% - 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 put in place. Recognize store associates for safe behavior.

20% - Sales & Productivity: Conduct walks and utilize reports to drive Pro execution at the Pro Desk and throughout the store. Lead a weekly meeting with the D42 team and include Pro Ambassadors. Communicate Pro performance, opportunities and strategy for the coming week. Maintain department profitability through analysis, trend identification and responding to identified problems. Collaborate with store leadership team to make financial decisions including pre & post-sale activities. Work with the Pro Department Supervisor to align on action plans, issues or development opportunities. Walk side by side with direct reports to assess sales, service & profitability opportunities, and create effective game plans to accomplish necessary improvements and celebrate wins. Work with the Pro DS, D42 Associates, Designers, Specialists, to drives sales for Pro customers. Ensure timely quote follow-up, accurate order creation, processing, and fulfillment of all special orders and installation orders. Work through Pro Ambassadors in each department to encourage proper engagement with Pro customers across the store and drive Pro loyalty. Communicate Home Depot objectives and Pro Strategy to associates and motivate them to achieve established goals. Review Gameplan tasks assigned to you, execution of events, and company priorities; communicate upcoming projects and priorities. Ensure associates are replenishing current Pro events and overstock is consolidated and located appropriately. Utilize event calendar to partner with MET and determine event flow, how product will be condensed from one project to the next and event transitions. Maintain process accuracy and take steps to mitigate shrink. Identify and build relationships with the store's best Pro customers.

15% - Store Appearance: Partner with peers to ensure maintenance, merchandising, and organization of Pro displays & events. Communicate and ensure associates adhere to Pro Standards. Review merchandise presentation, signage, and pricing daily. Ensure Pro Desk and Pro Canopy are free of clutter and organized.

Direct Manager/Direct Reports

This Position typically reports to the Store Manager. This Position has 3-4 Direct Reports.

Travel Requirements

No travel required.

Physical Requirements

Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).

Working Conditions

Typically in a comfortable environment but with regular exposure to factors such as temperature extremes, moving machinery, loud noise, and fumes that cause noticeable discomfort or a moderate risk of accident or illness.

Minimum Qualifications

• Must be 18 years of age or older
• Must be legally permitted to work in the United States
• Ability to work a flexible, minimum 50 hour weekly schedule.

Preferred Qualifications

• At least 1 year prior merchandising and/or operational experience.
• At least 1 year leadership experience, preferably big box retail.
• Knowledge of the home improvement industry.

Minimum Education

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years Of Work Experience

1

Preferred Years Of Work Experience

1

Minimum Leadership Experience

1

Preferred Leadership Experience

1

Certifications

None

Competencies

• Self-Development
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Manages Conflict

Key skills/competency

• Sales Management
• Customer Service
• Team Leadership
• Operational Excellence
• Merchandising
• Inventory Management
• Safety Compliance
• Retail Operations
• Pro Customer Engagement
• Performance Management