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.   

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: