Service & Engagement Team Leader

Job ID: Service And Engagement Team Leader

Pay

The starting pay range for this position is $24.25 - $26.25 per hour. The full pay range is $24.25 - $41.25 per hour. Pay is based on several factors including labor markets, education, work experience, and certifications.

Benefits

Target offers eligible team members and their dependents comprehensive health benefits and programs, which may include:

• Medical, vision, and dental insurance
• Life insurance
• 401(k) retirement plan
• Employee discount
• Short-term and long-term disability
• Paid sick leave
• Paid national holidays
• Paid vacation

For more details, visit Target Benefits.

About the Role

Working at Target means helping all families discover the joy of everyday life. As a Service and Engagement Team Leader, you will advocate for guest experience by welcoming, thanking, and exceeding service expectations. You will focus on guest interaction, recovery, and driving loyalty through both in-store and digital services. This role empowers you to make shopping quick and easy for guests at checklanes, guest services, gift registry, and pick-up/drive-up while ensuring exceptional quality.

This role helps build skills for a career by providing experience in:

• Guest service fundamentals and building a guest-first culture
• Guest engagement, problem-solving, and resolution
• Retail business fundamentals, including sales trends, inventory management, and pricing strategies
• Planning daily/weekly workloads to support business priorities and sales goals
• Leading a team of hourly team members, including interviewing, developing, coaching, and evaluating talent

Responsibilities

• Consistently deliver guest experience commitments to create an easy, inspiring, and friendly experience.
• Ensure every team member understands, is trained on, and delivers Target’s guest experience commitments.
• Actively observe and provide feedback, holding team members accountable while recognizing great guest experience moments.
• Review guest, financial, and team outcome metrics to identify opportunities, improve performance, and align the team on execution.
• Demonstrate inclusivity by valuing diverse voices, being authentic and respectful, and creating equitable experiences.
• Lead a team of Guest Advocates, Service Advocates, and Front of Store Attendants to exceed guest service expectations by decreasing wait time, ensuring friendly interactions, and maintaining cleanliness standards.
• Lead and demonstrate a culture of best practices through team onboarding, learning, and closing skill gaps via development and coaching.
• Understand sales goals, business reporting, and guest insights to plan and execute daily/weekly workloads, troubleshoot issues, and deliver on store sales goals.
• Support Target Loyalty Programs by educating the team on benefits, features, and offerings that reward guests and enhance their shopping experience.
• Engage in consistent, meaningful development conversations with your team, guided by your direct leader.
• Personalize recognition and appreciation to reinforce guest service behaviors and promote a positive, guest-centric culture.
• Help lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach).
• Quickly respond to guest concerns by de-escalating situations and ensuring your team feels supported in resolving issues.
• Ensure team members stay up-to-date on upcoming promotions, brand launches, and events.
• Evaluate candidates for open positions and develop a guest-centric team as directed by your leader.
• Enable team members to deliver pick-up and drive-up orders efficiently and accurately, following all federal, state, and local adult beverage laws.
• Support guest services as needed.
• Demonstrate a culture of ethical conduct, compliance, and safety by modeling and recognizing safe behaviors, identifying hazards, and holding the team accountable.
• Support merchandise protection strategies across the store, including ordering, storage, and application as directed.
• Occasionally assume store-level leadership on duty (LOD) responsibilities to enable the guest experience during assigned shifts.
• Address all store emergency and compliance needs.

Requirements

• High school diploma or equivalent
• Must be at least 18 years of age or older
• Previous retail experience preferred, but not required
• Ability to lead and hold others accountable
• Ability to communicate on multiple frequency devices and operate handheld scanners and other technology equipment
• Work independently and as part of a team
• Manage workload and prioritize tasks
• Welcoming and helpful attitude toward guests and team members
• Effective communication skills
• Capability to remain focused and composed in a fast-paced environment
• 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 assistance
• Climb up and down ladders as needed
• Flexible work schedule (e.g., nights, weekends, and holidays) with reliable and prompt attendance
• Capable of working in varying temperatures, humidity, and other elements while performing job duties
• Ability to remain mobile for the duration of a scheduled shift (shift length may vary)

Skills

• Guest service and engagement
• Team leadership and development
• Retail business fundamentals (sales trends, inventory management, pricing strategies)
• Problem-solving and conflict resolution
• Communication and interpersonal skills
• Time management and prioritization
• Adaptability in a fast-paced environment