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

Target•Cypress, CA

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 promotes both physical and digital services and solutions. The leader is knowledgeable about capabilities and features that drive adoption, usage, and guest loyalty, and is empowered to make shopping effortless and seamless for guests across various touchpoints including checklanes, guest services, gift registry, pick-up, and drive up. This role offers meaningful experiences for leaders to build and develop skills for a career, providing knowledge of guest service fundamentals, experience building and managing a guest-first team culture, skills in guest engagement, problem-solving, and resolution. It also involves knowledge of retail business fundamentals such as department sales trends, inventory management, guest shopping patterns, and pricing/promotions strategies. The role requires experience in setting and planning department workload, managing a team to deliver service and sales goals, and managing hourly team members and leaders to create Service and Engagement business strategies and goals. Additionally, it includes skills in recruiting, selecting, and talent 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
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

Nice To Haves

Experience building and managing a guest first team culture across the store
Skills in guest engagement; problem solving and resolution
Knowledge of retail business fundamentals including: department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies
Experience setting and planning department monthly/quarterly workload to support business priorities and managing a team to deliver service and sales goals
Experience managing a team of hourly team members, leaders and creating Service and Engagement business strategies and goals
Skills in recruiting, selecting and talent management of hourly team members and leaders

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 R edCard 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.