Service and Engagement Team Leader

Target • Elgin, IL

2d • $24 - $40

About The Position

The Service and Engagement Team Leader leads the front-of-store service team to deliver an Easy, Inspiring and Friendly guest experience. The role centers on guest interaction and service recovery, reducing wait times, supporting loyalty programs, and ensuring quality, cleanliness, and smooth service across checklanes, guest services, gift registry, pickup, and Drive Up.

The leader develops and supports Guest Advocates, Service Advocates, and Front of Store Attendants through onboarding, training, coaching, feedback, recognition, and performance management. They use guest, financial, team, and business metrics to plan workload, improve results, and meet service and sales goals. The role also supports digital order fulfillment, store safety and security, compliance, merchandise protection, and occasional store-level leadership duties. The schedule is variable and may include nights, weekends, holidays, closing shifts, and peak shopping times. Although full-time, the position does not guarantee 40 hours per week; hours may fluctuate based on business needs.

Requirements

• High school diploma or equivalent.
• Must be at least 18 years old.
• Ability to lead and hold others accountable.
• Ability to communicate using multiple-frequency devices and operate handheld scanners and other technology equipment as directed.
• Ability to work independently and as part of a team.
• Ability to manage workload and prioritize tasks independently and with a team.
• Welcoming and helpful attitude toward guests and team members.
• Effective communication skills.
• Ability to remain focused and composed in a fast-paced environment and complete multiple tasks within established timeframes.
• Ability to access all areas of the building to respond to guest or team member issues.
• Ability to interpret instructions, reports, and information.
• Ability to accurately handle cash register operations and cash transactions, and oversee cash office processes as needed.
• Ability to scan, handle, and move merchandise efficiently and safely, including frequently lifting or moving up to 44 pounds without assistance.
• Ability to climb ladders as needed.
• Flexible schedule and reliable, prompt attendance; shifts may include nights, weekends, holidays, and closing shifts.
• Ability to work in and be exposed to varying temperatures, humidity, and other elements while performing duties such as Drive Up and carryout.
• Ability to remain mobile for the duration of a scheduled shift; shift length may vary.

Nice To Haves

• Previous retail experience is preferred but not required.

Responsibilities

• Consistently deliver guest experience commitments and create an Easy, Inspiring and Friendly experience.
• Ensure team members understand, are trained in, and consistently deliver Target’s guest experience commitments and operating standards.
• Observe team members, provide feedback, hold them accountable, and recognize strong guest service.
• Review guest, financial, and team outcome metrics; identify opportunities and take action to improve results and the guest experience.
• Lead Guest Advocates, Service Advocates, and Front of Store Attendants in delivering friendly, timely, high-quality service, resolution, loyalty, and cleanliness.
• Lead onboarding and learning best practices, and close skill gaps through development, coaching, and team interactions.
• Use sales goals, business reporting, and guest insights to plan and execute daily and weekly workload and address opportunities.
• Support Target Loyalty Programs and ensure the team can educate guests about related benefits and offerings.
• Support the direct leader by following up on training completion, checking understanding, and supporting continued learning.
• Engage in meaningful development conversations with team members, with guidance from the direct leader.
• Personalize recognition and appreciation to reinforce guest service behaviors and a positive team culture.
• Help lead accountability and performance management through clear expectations, listening, observing, recognizing, and coaching.
• Respond quickly to guest concerns, de-escalate situations, and support team members in resolving issues.
• Keep team members informed about major promotions, brand launches, and events.
• Evaluate candidates for open positions and develop a guest-centric team as directed by the direct leader.
• Support efficient and accurate pickup and Drive Up order fulfillment, including Drive Up returns and Starbucks, while following applicable adult beverage laws; support guest services as needed.
• Model ethical conduct and compliance, and hold the team accountable to these standards.
• Lead safety practices by modeling and recognizing safe behavior, identifying and correcting hazards, assisting with incident response, and timely and accurately reporting or investigating injuries.
• Model physical security processes and support merchandise protection strategies, including ordering, storage, and application as directed.
• Follow safe and secure training and processes when serving as a key carrier, if applicable.
• Occasionally assume store-level Leader on Duty responsibilities during assigned shifts based on store needs.
• Address store emergency and compliance needs, and perform other duties based on business needs.

Benefits

• Eligible team members and their dependents may receive comprehensive health benefits and programs, potentially including medical, vision, dental, and life insurance.
• 401(k).
• Employee discount.
• Short-term disability.
• Long-term disability.
• Paid sick leave.
• Paid national holidays.
• Paid vacation.
• Financial, education, and well-being benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED