Executive Team Leader Service & Engagement

ALL ABOUT TARGET

Working at Target means helping all families discover the joy of everyday life. We bring that vision to life through our values and culture.Learn more about Target here.

ALL ABOUT SERVICE & ENGAGEMENT

Advocates of guest experience who welcome, thank, and exceed guest service expectations by focusing on guest interaction and recovery. Advocatesofboth in-store and digital services and solutions who are knowledgeable about capabilities and features that drive adoption, usage andultimately guestloyalty. Empowered to make shopping quick and easy for guests at thechecklanes, guest services, gift registry, pick-up and drive up while ensuring exceptional quality.

At Target,we believe in our leaders having meaningful experiences that help them build and develop skills for a career. The role of a Service & Engagement Executive Team Leader can provide you with theskills and experience of:

• Guest service fundamentals and experience building, driving loyaltyand managing a guest-first team culture across the store

• Guest engagement,problemsolvingand resolutionof guest concerns

• Retail business fundamentals,includingdepartment sales trends, inventory management, guest shopping patterns,pricingand promotions strategies

• Setting and planning department monthly/quarterly workload to support business priorities and managing a team to deliver service and sales goals

• Managing a team of hourly team membersandleaders and creating Service and Engagement business strategies and goals

• Recruiting, selecting and talent management of hourly team members and leaders

Asa Service & Engagement Executive Team Leader, notwo daysare ever the same, but a typical day willmost likely includethe following responsibilities:

• Consistently delivers guest experience commitments

• Holds TLs accountable to deliver exceptional guest experiences through consistent accountability, team development,trainingand recognition.

• Celebratesoutstanding guest experiences across teams and ensures recognition is consistent and meaningful.

• Reviews area guest, financial, and team metrics toidentifygaps and understand team behaviors.

• Celebrates wins, sets clear priorities, and leads actions that drive results and enhance the guest experience.

• Partners across teams to create an easy,inspiringand friendly guest experience.

• Lead and create a service culture that prioritizes the guest service experience, model, train, and coach expectations to deliver the service standard.

• Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guestexperience;and use guest feedback to coach/recognize teams.

• Lead and champion Target Loyalty Programs to ensure your team can educate and promote the suite of benefits, features and offerings that reward ourguestand/or enhance their shopping experience.

• Build a team of passionate and knowledgeableteamwhostrive to exceed guest service expectations by focusing on decreasingwaittime, friendly guestinteractions, quality of service,productand service recovery, driving loyalty and cleanliness standards.

• Ensure Team Leader schedules support aquick and easyexperience during guest peak traffic times for all shopping preferences:checklanes,self-checkout, Order Pick-up,driveupOrders, Returns and Starbucks.

• Leadyourteam to deliverpick up anddrive uporders (includingdriveup Returns and Starbucks) efficiently and accurately to digital guests.

• Drive total store sales,demonstratehowyou, your team, andyour departments contribute toandimpact total store profitabilityby supporting in store events, drivingloyalty,ensuring quality measures are met, etc.

• Create,lead, and modela culture of executing all best practices as outlined with team onboarding,learning, and required training; help close skill gaps through development,coachingand team interactions.

• Anticipate staffing needs, talentplanandrecruit– both long and short term.

• Manageyourteam tofollow-upon training completion, check for understanding andprovidecontinuous education opportunities to driveproficienciesfor all front of store experiences.

• Engage in consistentandmeaningful developmentconversations throughoutthe Serviceand Engagement TeamLeader career path.

• Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest-centric culture.

• Establish a culture of accountability through clear expectations and performance management(listen,observe, recognize and coach)on critical Service and Engagement behaviors.

• Analyzebusiness reporting and guest insights to understand, troubleshoot and follow-upon opportunity areas.

• Ensure your teamquickly responds to anyconcerns during aguest shopping experience by de-escalating the situation andensureyour team understands and feels supported to resolve or address guest concerns and issues.

• Create a scheduling strategy toallocateworkhoursto support peak traffic times, key holidayeventsand weekends.

• Manage thestoreexperience byanticipatingand/or reacting with urgency to staffingor schedulingneeds based on fluctuations in guest traffic and sales.

• Leadyour team to stayup-to-dateon upcoming major promotions, brandlaunchesand eventsby sharingappropriate communication,teachingthe team where to find information and hold them accountable toreviewingit.

• Demonstrate a culture of ethicalconduct, andcompliance;lead team to work in the same way and hold others accountable to this commitment.

• Demonstrate inclusivity by valuing diverse voicesandapproaches, being authentic and respectful, and creatingequitableexperiences.

• Develop and leada safety cultureand performance of the department through modeling and recognizing safebehaviors,identifyingand correcting hazards, holding team accountable tofollowing safety expectations,assistingwith incident response, and reporting/investigating injuriestimelyand accurately. 

• Lead aninstoresecurity culture by focusing on deterrence,responseand resolutionin order toimprove physical security processes.

• Lead merchandise protection strategies across the totalstore;including ordering, storage and application as directed by best practices.

• As a key carrier,implementall safe and secure training and processes.

• Address all store emergency and compliance needs.

• Regularly assume store-level leadership on duty (LOD) responsibilities to enable the guest experience for the store during assigned shifts

• All other dutiesbasedon business needs.

WHAT WE ARE LOOKING FOR

This maybe the right job for you if:

• You enjoy interacting and helping others - including guests thatshopour store and fellow team members you work with.  

• You thrive in a fast-moving, highlyactiveand physically demanding role, where teamwork, flexibility, and creative problem solving are key to success. 

• You are open toworkingavariablework schedule with varying hours,daysor shifts (including nights, weekends,holidays, closingshifts andother peak shopping times).

The good news is that we have some amazing training that will help teach you everything you need to know tobeaService & Engagement Executive Team Leader.But,there are a few skills you should have from the get-go:

• 4-yeardegree or equivalent experience

• Strong interpersonal and communication skills

• Strong business acumen

• Manage conflict, lead and hold others accountable 

• Relate well with and interact with all levels of the organization

• Strong cognitive skills, including problem analysis, decision making, financial and quantitative analysis

• Ability to communicate on multiple frequency devices andoperatehandheldscanners, andother technology equipment as directed. 

• Manage workload and prioritize tasks independentlyand with a team

• Capability to remain focused and composed in a fast-paced environment andaccomplishmultiple tasks within establishedtimeframes

We are an awesome place to work and care about our teams, so we want to make sure we are clear on a few more basicsthatwe expect:

• Access all areas of the building to respond to guest or team member issues

• Interpret instructions,reportsand information

• Scan,handleand move merchandise efficiently and safely, includingfrequentlylifting or moving merchandise up to44pounds withoutadditionalassistance from others

• Accuratelyhandle cash register operations and cash transactionsand oversee cash office processesas needed

• Climb up and down ladders as needed  

• Flexible work schedule (e.g., nights,weekendsand holidays) and reliable and promptattendanceis necessary

• Ability to remain mobile for the duration of a scheduled shift (shift length may vary).