Service & Engagement Team Leader

We are seeking a Service & Engagement Team Leader to join our team at Target. As a Service & Engagement Team Leader, you will be responsible for leading a team of passionate and knowledgeable Guest Advocates, Service Advocates, and Front of Store Attendants who strive to exceed guest service expectations.

The starting pay range for this position per hour is $20.50 - $22.50. The full pay range for this position per hour is $20.50 - $34.85.

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.
• Ensure every team member understands, is trained, and consistently delivers on Target’s guest experience commitments and consistent operations.
• Actively observe and provide feedback, holding team members accountable while recognising great guest experience moments.
• Review area guest, financial, and team outcome metrics to identify opportunities, take action to improve, and align team on the right behaviours and execution, celebrate wins, drive results that deliver outcomes and elevate 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 guests 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.
• Personalise recognition and appreciation of your team to reinforce critical guest service behaviours 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, recognise, and coach) on critical Service and Engagement behaviours.
• 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 modelling and recognising safe behaviours, identifying and correcting 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 in-store 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:

• You enjoy interacting and helping others - including guests that shop our store and fellow team members you work with.
• You thrive in a fast-moving, highly active, and physically demanding role, where teamwork, flexibility, and creative problem-solving are key to success.
• You are open to working a variable work schedule with varying hours, days, or shifts (including nights, weekends, holidays, closing shifts, and other peak shopping times).
• 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 prioritise tasks independently and with a team.
• Welcoming and helpful attitude toward all guests and other team members.
• Effective communication skills.
• Capability to remain focused and composed in a fast-paced environment and accomplish multiple tasks within established timeframes.