Service & Engagement Team Leader

The starting pay range for this position per hour is $23.00 - $25.00. The full pay range for this position per hour is $23.00 - $39.10

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 https://corporate.target.com/careers/benefits.

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. Learn more about Target here.  

 

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, experience building a guest first team 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: 

• 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/or 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. 

• Engage in consistent, meaningful development conversations throughout the critical touch points within the teams 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 a 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. 

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

• 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