Kerrville - Hourly eStore Manager

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