Service & Engagement Team Leader

Starting pay range: $22.25 - $24.25 per hour. Full pay range: $22.25 - $37.80 per hour. Pay is based on several factors including labor markets, education, work experience, and certifications.

Benefits

• Comprehensive health benefits and programs for eligible team members and their dependents, including medical, vision, dental, and life insurance
• 401(k) retirement plan
• Employee discount
• Short-term and long-term disability coverage
• Paid sick leave
• Paid national holidays
• Paid vacation

Find competitive benefits from financial and education to well-being and beyond at 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 guest service expectations. You will focus on both in-store and digital services, driving adoption, usage, and guest loyalty. 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 meaningful experiences in guest service fundamentals, guest engagement, problem-solving, retail business fundamentals, and team leadership.

Responsibilities

• Consistently deliver guest experience commitments to create an easy, inspiring, and friendly experience.
• Ensure every team member understands, is trained, and consistently delivers on 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, take action to improve, and align the team on behaviors and execution.
• Demonstrate inclusivity by valuing diverse voices and approaches, 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 focusing on decreasing wait time, friendly interactions, quality service, and resolution.
• Lead and demonstrate a culture of executing best practices as outlined in 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, deliver on store sales goals, and troubleshoot opportunity areas.
• Support Target Loyalty Programs by educating and promoting benefits, features, and offerings that reward guests and enhance their shopping experience.
• Support continuous education opportunities to drive proficiencies for all front-of-store experiences.
• Engage in consistent, meaningful development conversations with your team.
• Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team 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 to resolve issues.
• Ensure 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.
• Support and enable team members to deliver pick-up and drive-up orders efficiently and accurately, following all federal, state, and local adult beverage laws.
• 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 by best practices.
• 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 independently and with a team
• Welcoming and helpful attitude toward guests and team members
• Effective communication skills
• Capability to remain focused and composed in a fast-paced environment and accomplish multiple tasks within established timeframes
• 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
• Climb up and down ladders as needed
• Flexible work schedule (e.g., nights, weekends, and holidays) and reliable, 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)