Executive Team Leader Service & Engagement (Assistant Manager Front End)

Target • Portland, OR

3d • Onsite

About The Position

The Executive Team Leader Service & Engagement is responsible for advocating for the guest experience by welcoming, thanking, and exceeding guest service expectations. This role focuses on guest interaction and recovery, and advocates for both in-store and digital services and solutions. The team leader is knowledgeable about capabilities and features that drive adoption, usage, and ultimately guest loyalty. They are 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. This role provides meaningful experiences to build and develop skills for a career in guest service fundamentals, guest engagement, problem-solving, retail business fundamentals, and team management.

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
• Ability to communicate on multiple frequency devices and operate handheld scanners, and other technology equipment as directed.
• Manage workload and prioritize tasks independently and with a team
• Capability to remain focused and composed in a fast-paced environment and accomplish multiple tasks within established timeframes
• 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 44 pounds without additional assistance from others
• Accurately handle cash register operations and cash transactions and oversee cash office processes as needed
• Climb up and down ladders as needed
• Ability to remain mobile for the duration of a scheduled shift (shift length may vary).

Nice To Haves

• Teamwork, flexibility, and creative problem solving are key to success.

Responsibilities

• Consistently delivers guest experience commitments.
• Holds Team Leaders (TLs) accountable to deliver exceptional guest experiences through consistent accountability, team development, training, and recognition.
• Reviews area guest, financial, and team metrics to identify gaps and understand team behaviors.
• Partners across teams to create an easy, inspiring, and friendly guest experience.
• Leads and creates a service culture that prioritizes the guest service experience, models, trains, and coaches expectations to deliver the service standard.
• Utilizes guest survey reporting tools to drive change in key areas with the greatest impact on guest experience and uses guest feedback to coach/recognize teams.
• Leads and champions Target Loyalty Programs to ensure the team can educate and promote the suite of benefits, features, and offerings that reward guests and enhance their shopping experience.
• Builds a team of passionate and knowledgeable team members who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interactions, quality of service, product and service recovery, driving loyalty, and cleanliness standards.
• Ensures Team Leader schedules support a quick and easy experience during guest peak traffic times for all shopping preferences: checklanes, self-checkout, Order Pick-up, drive-up Orders, Returns, and Starbucks.
• Leads the team to deliver pick-up and drive-up orders (including drive-up Returns and Starbucks) efficiently and accurately to digital guests.
• Drives total store sales, demonstrating how the team and departments contribute to and impact total store profitability by supporting in-store events, driving loyalty, and ensuring quality measures are met.
• Creates, leads, and models a culture of executing all best practices as outlined with team onboarding, learning, and required training; helps close skill gaps through development, coaching, and team interactions.
• Anticipates staffing needs, talent plans, and recruits both long and short term.
• Manages the team to follow up on training completion, check for understanding, and provide continuous education opportunities to drive proficiencies for all front-of-store experiences.
• Engages in consistent and meaningful development conversations throughout the Service and Engagement Team Leader career path.
• Personalizes recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest-centric culture.
• Establishes a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach) on critical Service and Engagement behaviors.
• Analyzes business reporting and guest insights to understand, troubleshoot, and follow up on opportunity areas.
• Ensures the team quickly responds to any concerns during a guest shopping experience by de-escalating the situation and ensures the team understands and feels supported to resolve or address guest concerns and issues.
• Creates a scheduling strategy to allocate work hours to support peak traffic times, key holiday events, and weekends.
• Manages the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in guest traffic and sales.
• Leads the team to stay up-to-date on upcoming major promotions, brand launches, and events by sharing appropriate communication, teaching the team where to find information, and holding them accountable to reviewing it.
• Demonstrates a culture of ethical conduct and compliance; leads the team to work in the same way and holds others accountable to this commitment.
• Demonstrates inclusivity by valuing diverse voices and approaches, being authentic and respectful, and creating equitable experiences.
• Develops and leads a safety culture and performance of the department by modeling and recognizing safe behaviors, identifying and correcting hazards, holding the team accountable to following safety expectations, assisting with incident response, and reporting/investigating injuries timely and accurately.
• Leads an in-store security culture by focusing on deterrence, response, and resolution to improve physical security processes.
• Leads merchandise protection strategies across the total store, including ordering, storage, and application as directed by best practices.
• As a key carrier, implements all safe and secure training and processes.
• Addresses all store emergency and compliance needs.
• Regularly assumes store-level leadership on duty (LOD) responsibilities to enable the guest experience for the store during assigned shifts.
• Performs all other duties based on business needs.

Benefits

• Comprehensive health benefits and programs, which may include medical, vision, dental, life insurance and more
• 401(k)
• Employee discount
• Short term disability
• Long term disability
• Paid sick leave
• Paid national holidays
• Paid vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree