North West - eStore Manager - Metroplex - HEB

Job Description:H-E-B is one of the largest, independently owned food retailers in the nation, operating over 420 stores throughout Texas and Mexico, with annual sales generating over $38 billion. Described by industry experts as a daring innovator and smart competitor, H-E-B has led the way with creative new concepts and outstanding service.

As an eStore Manager, you - ll oversee total operation of an H-E-B eStore, including Customer and Partner relations and financial performance. You - ll apply your total Store knowledge collaborate Store-wide to provide the best Customer experience. You - ll manage overall eStore direction, coordination, and evaluation of business needs.

Once you - re eligible, you - ll become an Owner in the company, so we - re looking for commitment, hard work, and focus on quality and Customer service. - Partner-owned - means our most important resources - People - drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.

Do you have a:
HEART FOR PEOPLE - commitment to work hard to make sure your Customers and Partners feel appreciated and respected?
HEAD FOR BUSINESS - know-how to combine first-class customer service and merchandising / selling to think for the customer?
PASSION FOR RESULTS - drive to meet goals and influence total Store sales while delivering a great customer experience?

We are looking for:
-someone who can lead, influence people / results, and run strategic processes / operations in a fast-paced environment
-someone passionate about serving digital and internal customers

What is the work?
Management:
-Spends majority of time using independent judgment making employment-related and business decisions, or recommending such decisions (e.g., product- / department-related strategies, hiring, promoting, disciplining, suspending, discharging, rewarding, resolving Partner-related matters)
-Supervises / coaches / develops / trains eCommerce team; builds relationships by fostering teamwork; ensures Partners, Leads, and Secondary Managers receive designated training
-Drives overall eStore productivity; manages individual Partner productivity; effectively manages eStore hours based on demand needs; ensures appropriate staffing levels; adjusts as needed to meet operating ratio targets
-Monitors process excellence and provides feedback, guidance, and praise as needed
-Tracks / anticipates orders and Partners issues; research / analyzes existing or potential process breakdowns; works with appropriate Partners to identify and solve problems
-Communicates continuously with Store Partners, offsite fulfillment leaders, and Home -Delivery providers on daily shift events / concerns; communicates feedback and influences potential solutions on current process / opportunities, including technology, to Regional or Corporate Leadership; shares best practices with other eStores that benefit the department overall
-Ensures H-E-B eCommerce-related Standard Operating Procedures (SOPs) are executed to enhance the customer experience (e.g., maximizing productivity, quality, accurate order selection, on-time home deliveries, on-time curbside deliveries, store audits)
-Reviews / approves all daily, weekly, and monthly paperwork for eCommerce transactions relevant to eStore (e.g., EBT, Hospitality at Curb); reviews / maintains all eCommerce retail control paperwork
-Monitors / manages potential shrink
-Educates Store Leaders and peers on eCommerce processes, customer habits, and impacting eCommerce results
-Operates with a total Store, team-centric mindset; builds relationships throughout and outside the store

Sales / Strategy:
-Serves as eCommerce business expert on website, Home Delivery, pricing, competition, upcoming enhancements, etc.
-Communicates / executes Company initiatives at Store level
-Accurately plans holidays and competitive activity to maximize sales; communicates holiday plans and push items to Store departments; collaborates on Store-wide preparation
-Reviews / analyzes financial Store reports to formulate strategies to grow / improve the business
-Develops sales growth plans that include improving customer experience and community outreach

Food Safety / Sanitation:
-Ensures compliance with all federal, state, H-E-B regulations / standards of product freshness, food safety, and sanitation
-Ensures highest level of quality and presentation in products and services
-Ensures facility and equipment are properly maintained and in good repair

Customer Service:
-Offers / role models / coaches on superior customer service; develops a strong team that is passionate about an A+ Customer Experience, including hospitality, accuracy, quality, efficiency, in-stocks / substitutions, and wait times
-Listens / shows sensitivity to Partner and Customer concerns; handles issues professionally and effectively; uses Hospitality at Curb as appropriate; identifies and addresses underlying root cause
-Monitors dashboard to expedite customer throughput
-Creates processes to ensure Customers needing support are contacted and helped in a timely manner
-Provides base customer support for website issues and problem-solving for customer ordering issues if possible

What is your background?
-Minimum age 18 (mandatory)
-Education from a college or technical school, or high school diploma or equivalent
-1+ years of related experience
-Experience related to retail management, eCommerce, food service management, or in-store shopping
-Completion of School of Retail Management (SORM)

Do you have what it takes to be a fit as an H-E-B eStore Manager?
-Expert knowledge of H-E-B guidelines and procedures
-Knowledge of H-E-B and government food-safety regulations
-Strong understanding of total in-store operations, inventory, and in-depth knowledge of fresh departments (Market, Produce, Seafood, Deli, Bakery, and seasonal merchandise transitions)
-Understanding of product integrity, quality, and accuracy
-Expert interviewing, interpersonal, and communication skills
-Organization and planning skills
-Computer skills, including basic browser troubleshooting, MS Office (Word, Excel), and H-E-B systems
-Ability to influence with a team- / Customer-centric mindset
-Ability to manage multiple priorities, shift focus between tasks, and delegate effectively
-Ability to handle stressful situations and decisions that impact business, Partners, and Customers
-Ability to stay current on surrounding community events that impact customer needs

Can you -
-Function in a fast-paced work environment that requires detailed work and precision
-Work with customers, and stay attentive to their needs
-Constantly* walk, reach at waist
-Frequently grasp
-Occasionally sit, stand, reach at overhead, reach at shoulders, reach at knees, reach at floor, bend, stoop, squat, crouch, kneel, climb stairs, pivot, twist, pinch, perform fine motor movements, push / pull with arms
-Occasionally be exposed to cold conditions, wet conditions, ambient temperature, and loud noises
-Demonstrate the ability to lift 55 lbs., and manage in excess of 55 lbs.**

* While there may be exceptions, the measurements noted are generally defined as - Constantly: 5.5+ hours per 8-hour day; Frequently: 2.5 - 5.5 hours per 8-hour day; Occasionally: 0 - 2.5 hours per 8-hour day

** It is Partners - responsibility to never lift beyond their own safe lifting limit. If an item is too heavy to lift, push or pull, and / or carry, the Partner must break the box down into lighter, smaller, more manageable components, or ask for assistance from another Partner or a manager.

02-2024