Service & Engagement Team Leader

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. In addition to your pay, Target cares about and invests in you as a team member, so that you can take care of yourself and your family. 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 .

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 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 skills and experience of:

• Guest service fundamentals and experience building a guest first team culture
• 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:

• Demonstrate a service culture that prioritizes the guest service experience. Model, train and coach team members on expectations to deliver the service standard.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
• 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 interactions, quality of service and product and service recovery
• 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, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
• Support leading physical and digital offerings and Target Loyalty Programs 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
• Support your ETL by following-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
• With ETL guidance, help 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 resolve or address guest concerns and issues
• Create intra-day workload optimization plans for your team
• 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
• Enable your team members to stay up-to-date on upcoming major promotions, brand launches and events
• Evaluate candidates for open positions and develop a guest-centric team
• Assist in closing knowledge and skill gaps for team members 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 pick up and drive up orders (including drive up Returns and Starbucks) 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
• Support and create a safety advocacy culture by understanding how safety impacts your role and that of your team, identifying and correcting hazards, and holding team accountable to working in a safe manner to benefit themselves and others
• 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
• If applicable, as a key carrier, follow all safe and secure training and processes
• Address store needs (emergency, regulatory visits, etc.)
• Support guest services such as order pick up (OPU), Drive-up (DU) Orders, including Starbucks DU, and DU Returns and maintain a compliance culture while executing those duties, such as compliance with federal, state, and local adult beverage laws.
• 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
• 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
• Effective communication skills
• Capability to remain focused and composed in a fast-paced environment and accomplish multiple tasks within established timeframes

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, 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 10 pounds and occasionally lifting or moving merchandise up to 44 pounds without additional assistance from others
• Climb up and down ladders as needed  
• Flexible work schedule (e.g., nights, weekends and holidays) and reliable and prompt attendance necessary
• Capable of working in and exposure to varying temperatures, humidity, and other elements while performing certain job duties including but not limited to Drive-Up, carryout, etc. as needed
• Ability to remain mobile for the duration of a scheduled shift (shift length may vary).

Americans with Disabilities Act (ADA)