Service & Engagement Team Leader

About the role

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

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.
• 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.
• 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.
• 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.

Qualifications

• 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).

Skills

• 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

Benefits

Target offers eligible team members and their dependents comprehensive health benefits and programs, which may include medical, vision, dental, life insurance and more, to help you and your family take care of your whole selves. Other benefits for eligible team members include 401(k), employee discount, short term disability, long term disability, paid sick leave, paid national holidays, and paid vacation. Find competitive benefits from financial and education to well-being and beyond at https://corporate.target.com/careers/benefits.

Pay

The starting pay range for this position per hour is $24.25 - $26.25. The full pay range for this position per hour is $24.25 - $41.25 Pay is based on several factors which vary based on position. These include labor markets and in some instances may include education, work experience and certifications.

Schedule

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.