Service & Engagement Team Leader

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 ourleadershaving meaningful experiences that help them build and develop skills for acareer. The role of a Service andEngagement Team Leader can provide you with theskills and experience of: 

• Guest servicefundamentalsandexperience building a guest-firstcultureand driving loyaltyprograms

• Guest engagement,problemsolvingand resolution 

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

• Planning department(s) daily/weekly workload to support business priorities and deliverservice andsales goals

• Leading a team of hourly team members,including skills in interviewing, developing, coaching,evaluatingandretainingtalent

As aService and Engagement Team Leader, notwo daysare ever the same, but a typical day willmost likely includethe following responsibilities:

• Consistently deliver guest experience commitments to create an Easy, Inspiring and Friendly guest experience.

• Ensures every team member understands, is trained, and consistentlydelivers onTarget’s guest experience commitmentsand consistent operations.

• Actively observes and provides feedback, holding team members accountable while recognizing great guest experience moments.

• Reviews area guest, financial, and team outcome metrics toidentifyopportunities,takes action to improve, andaligns team on the right behaviors and execution, celebrates wins, drives results that deliver outcomes and elevates the guest experience.

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

• Leada team of passionate and knowledgeable Guest Advocates, Service Advocatesand Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interactions, quality of service,resolution, drivingloyaltyandcleanliness standards.

• Lead anddemonstratea culture of executing all best practices as outlined with team onboarding and learning; help close skill gaps through development,coachingand team interactions.

• Understand sales goals, businessreportingand guest insights toplan and execute daily/weekly workload,to deliver on store sales goals,guest engagementand troubleshoot opportunity areasas neededthroughout the day.

• SupportTarget Loyalty Programsto ensure your team can educate and promote the suite of benefits, features and offerings that reward ourguestandenhance their shopping experience.

• Support yourdirectleaderbyfollowingup on training completion, checking for understandingand supporting continuous education opportunities to driveproficienciesfor all front of store experiences.

• With guidance from your direct leader, engage in consistent, meaningful development conversations throughout the critical touch points within theteam's career path.

• Personalize recognition and appreciationof your teamto reinforce critical guest service behaviors and promote a positive team and guest-centric culture.

• With guidancefrom your direct leader,help lead aculture of accountability through clear expectations and performance management (listen,observe, recognize and coach) on critical Service and Engagement behaviors.

• Quickly respond to anyconcerns withguests’shopping experience by de-escalating the situation and ensuring your team understands and feels supported toresolve or addressguestconcerns and issues.

• Ensureyour teammembersstayup-to-dateonupcoming major promotions, brandlaunchesand events.

• Evaluate candidates for open positions and develop a guest-centric teamas directed by your direct leader.

• Support and enableteam membersto deliverpick upanddrive uporders(including drive upreturns and Starbucks)efficiently and accurately todigitalguests, following all federal,stateand localadult beveragelaws. Supportguest services as needed.

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

• Lead anddemonstratea safety culturethrough modeling and recognizing safe behaviors,identifyingand correct hazards, holding team accountable to following safety expectations,assistingwith incident response, and reporting/investigating injuriestimelyand accurately. 

• Model the execution of physical security processesin order toenhance the instore security culture.

• Support merchandise protection strategies across the total store,including ordering, storage and applicationas directed by best practices

• If applicable, as a key carrier, follow all safe and secure training and processes.

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

• Address all store emergency and compliance needs.

• All otherdutiesbasedon businessneeds.

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, closing shiftsand other peak shopping times).

The good news isthat we have some amazing training that will help teach you everything you need to know to be aService and EngagementTeamLeader.But,there are a few skills you should have from the get-go:

• High school diploma or equivalent

• Must be at least 18 years of age or older

• Previousretail experience preferred, but notrequired

• Lead and hold others accountable

• Ability to communicate on multiple frequency devices andoperatehandheld scanners, and other technology equipment as directed

• Work independently and as part of a team

• Manage workload and prioritize tasks independentlyand with a team

• Welcoming and helpful attitudetowardall guests and other team members

• Effective communication skills 

• 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 basics that we expect:

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

• Interpret instructions,reportsand information

• Accurately handle cash register operations,cash transactions,and oversee cash office processesas needed 

• Scan,handleand move merchandise efficiently and safely, includingfrequentlylifting or moving merchandise up to 44pounds withoutadditionalassistance from others 

• Climb up and down ladders as needed  

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

• Capable of working in and exposure to varying temperatures, humidity, and other elements while performing certain job duties including but not limited to Drive-Up, carryout, etc. as needed

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