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