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