Service and Engagement Team Leader

Profile

ALL ABOUT TARGET 

As part of our collaborative and guest-obsessed team, you help us create an experience that makes guests say “I love Target!” When you work at Target, you’re helping every family discover the joy in everyday life. You’re working alongside a dedicated team that brings their passion and pride to all that they do.  

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 physical and digital services and solutions who are knowledgeable about capabilities and features that drive adoption, usage and ultimately guest loyalty. Empowered to make shopping effortless and seamless for guests at the checklanes, guest services, gift registry, pick-up and drive up. 

At Target, we believe in our team members 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:  

Knowledge of guest service fundamentals and experience building a guest first team culture 

Skills in guest engagement; problem solving and resolution  

Knowledge of retail business fundamentals including: department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies 

Skills in planning department(s) daily/weekly workload to support business priorities and deliver service and sales goals 

Experience 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: 

Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery 

Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement 

Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences 

Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path 

Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture 

Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors 

Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas 

Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest 

Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends 

Assess the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales 

Be a champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience (Including Target RedCard and Wallet) 

Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events 

Evaluate and recommend candidates for open positions and develop a guest-centric team 

Close knowledge and skill gaps through training and experiences 

Work a schedule that aligns to guest and business needs (this includes early morning, evening, overnight shifts and weekends) 

Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams 

Expect and enable team members to deliver orders efficiently and accurately to digital guests 

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

If applicable, as a key carrier, follow all safe and secure training and processes 

Address store needs (emergency, regulatory visits, etc.) 

All other duties based on business needs 

WHAT WE ARE LOOKING FOR 

We might be a great match if: 

Working in a fun and energetic environment makes you excited…. We work efficiently and as a team to deliver for our guests 

Providing service to our guests that makes them say I LOVE TARGET! excites you…. That’s why we love working at Target 

You enjoy interacting with people all day and making things easy for others…. Interacting with guests, solving concerns and making the guests day better is core of what we do 

You aren’t looking for Monday thru Friday job where you are at a computer all day… We are busy all day (especially on the weekends), making it easy for the guest to feel welcomed, inspired and rewarded 

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 

Learn and adapt to current technology needs 

Work independently and as part of a team 

Manage workload and prioritize tasks independently and with a team 

Welcoming and helpful attitude 

Effective communication skills  

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 and cash transactions 

Scan, handle and move merchandise efficiently and safely, including frequently lifting or moving merchandise up to 15 pounds and occasionally lifting or moving merchandise up to 40 pounds   

Flexible work schedule (e.g., nights, weekends and holidays) and regular attendance necessary 

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.

Target will consider for employment qualified applicants with criminal histories in a manner consistent with the San Francisco and Los Angeles Fair Chance Ordinances.

Company info

Target Brands, Inc.
Website : http://www.target.com/