Service & Engagement Team Leader

The pay range per hour is $24.00 - $40.80

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
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: 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 (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 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
• Demonstrate a culture of ethical conduct, safety, and compliance; lead team