Service and 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. Advocates of both in-store and digital services and solutions who are knowledgeable about capabilities and features that drive adoption, usage and ultimately guest loyalty. Empowered to make shopping quick and easy for guests at the checklanes, 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 and Engagement Team Leader can provide you with the skills and experience of:  

• Guest service fundamentals and experience building a guest-first culture and driving loyalty programs

• Guest engagement, problem solving and resolution 

• Retail business fundamentals, including department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies

• Planning department(s) daily/weekly workload to support business priorities and deliver service and sales goals

• Leading a team of hourly team members, including skills in interviewing, developing, coaching, evaluating and retaining talent

As a Service and Engagement Team Leader, no two days are ever the same, but a typical day will most likely include the following responsibilities: 

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

• Ensures every team member understands, is trained, and consistently delivers on Target’s guest experience commitments and 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 to identify opportunities, takes action to improve, and aligns 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 creating equitable experiences.

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

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

• Understand sales goals, business reporting and guest insights to plan and execute daily/weekly workload, to deliver on store sales goals, guest engagement and troubleshoot opportunity areas as needed throughout the day.

• Support Target Loyalty Programs to ensure your team can educate and promote the suite of benefits, features and offerings that reward our guest and enhance their shopping experience.

• Support your direct leader by following up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences.

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

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

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

• Quickly respond to any concerns with guests’ shopping experience by de-escalating the situation and ensuring your team understands and feels supported to resolve or address guest concerns and issues.

• Ensure your team members stay up-to-date on upcoming major promotions, brand launches and events.

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

• Support and enable team members to deliver pick up and drive up orders (including drive up returns and Starbucks) efficiently and accurately to digital guests, following all federal, state and local adult beverage laws. Support guest services as needed.

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

• Lead and demonstrate a safety culture through modeling and recognizing safe behaviors, identifying and correct hazards, holding team accountable to following safety expectations, assisting with incident response, and reporting/investigating injuries timely and accurately. 

• Model the execution of physical security processes in order to enhance the instore security culture.

• Support merchandise protection strategies across the total store, including ordering, storage and application as 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 other duties based on business needs.

WHAT WE ARE LOOKING FOR 

This may be the right job for you if: 

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

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

• You are open to working a variable work schedule with varying hours, days or shifts (including nights, weekends, holidays, closing shifts and other peak shopping times).

The good news is that we have some amazing training that will help teach you everything you need to know to be a Service and Engagement Team Leader. 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

• Previous retail experience preferred, but not required

• Lead and hold others accountable

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

• Work independently and as part of a team

• Manage workload and prioritize tasks independently and with a team

• Welcoming and helpful attitude toward all guests and other team members

• Effective communication skills

• Capability to remain focused and composed in a fast-paced environment and accomplish multiple tasks within established timeframes

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, reports and information

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

• Scan, handle and move merchandise efficiently and safely, including frequently lifting or moving merchandise up to 44 pounds without additional assistance from others

• Climb up and down ladders as needed

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

• Although the role is full-time, it does not come with a guarantee of 40 hours each week. Hours will depend on the needs of the business and may fluctuate as required

• 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)