Executive Team Leader of Service & Engagement (Customer Service ASM) - Alexandria, VA

Target•Alexandria, VA

7d•$64,000 - $128,000•Onsite

About The Position

This role focuses on leading the Service and Engagement team to create a positive guest experience. The Executive Team Leader of Service & Engagement is an advocate for the guest, welcoming, thanking, and exceeding their expectations through excellent guest interaction and service recovery. They are knowledgeable about both physical and digital services and solutions, driving adoption and loyalty. This leader empowers the team to make shopping effortless and seamless across various touchpoints like checklanes, guest services, pick-up, and drive-up. The position offers meaningful experiences for leaders to build and develop skills for a career at Target, providing knowledge of guest service fundamentals, guest engagement, retail business fundamentals, and experience in managing teams and business strategies.

Requirements

4 year degree or equivalent experience
Strong interpersonal and communication skills
Strong business acumen
Manage conflict, lead and hold others accountable
Relate well with and interact with all levels of the organization
Strong cognitive skills, including problem analysis, decision making, financial and quantitative analysis
Learn and adapt to current technology needs
Manage workload and prioritize tasks independently and with a team
Access all areas of the building to respond to guest or team member issues
Interpret instructions, reports and information
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
Accurately handle cash register operations and cash transactions
Flexible work schedule (e.g., nights, weekends and holidays) and regular attendance necessary

Nice To Haves

Working in a fun and energetic environment makes you excited.
Providing service to our guests that makes them say I LOVE TARGET! excites you.
You enjoy interacting with people all day and making things easy for others.
You aren’t looking for Monday thru Friday job where you are at a computer all day.

Responsibilities

Build a team of passionate and knowledgeable Guest Advocates and Service and Engagement Leaders who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery.
Drive total store sales, understand your role in sales growth and how your departments and team contribute to and impacts total store profitability.
Anticipate staffing needs, talent plan and recruit – both long and short term.
Manage leaders to follow-up on training completion, check for understanding and provide continuous education opportunities to drive proficiencies for all front of store experiences.
Engage in consistent and meaningful development conversations throughout the critical touch points within Service and Engagement Team leader career path.
Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture.
Establish 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.
Own schedules that follow the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends.
Manage the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in guest traffic and sales.
Ensure Team Leader schedules support a frictionless experience during guest peak traffic times for all shopping preferences: checklanes, self-checkout (SCO), Order Pick-up (OPU), drive up (DU).
Be the 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.
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.
Lead the team to deliver an efficient and hassle-free guest pick up experience.
Work a schedule that aligns to guest and business needs (this includes early morning, evening and weekends).
Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment.
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.