Service and Engagement Team Leader

Target • Lombard, IL

3d • $24 - $40 • Onsite

About The Position

The Service and Engagement Team Leader leads a team focused on delivering an easy, inspiring, and friendly guest experience across in-store and digital services. The role supports guest engagement and recovery, loyalty programs, front-of-store operations, pickup and Drive Up services, and service quality. The leader uses guest, financial, and team metrics to identify opportunities, plan workload, and help achieve store sales and service goals. They develop and coach team members, promote accountability and recognition, and help foster an inclusive, guest-centric culture. The position also supports safety, security, compliance, merchandise protection, and store emergency needs. It is a full-time role with variable hours that depend on business needs and are not guaranteed to reach 40 hours per week.

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 safely and efficiently, including frequently lifting or moving merchandise weighing up to 44 pounds without assistance.
• Ability to climb ladders as needed.
• Flexible schedule and reliable, prompt attendance; the schedule may include nights, weekends, holidays, closing shifts, and peak shopping times.
• Ability to work in varying temperatures, humidity, and other elements when performing duties such as Drive Up and carryout.
• Ability to remain mobile for the duration of a scheduled shift, which may vary in length.

Nice To Haves

• Previous retail experience is preferred but not required.

Responsibilities

• Deliver guest experience commitments and help create an easy, inspiring, and friendly shopping experience.
• Ensure team members understand, are trained in, and consistently deliver Target’s guest experience commitments and operating standards.
• Observe team performance, provide feedback, recognize positive service, and hold team members accountable.
• Review guest, financial, and team outcome metrics; identify opportunities; and take action to improve results and guest experience.
• Lead Guest Advocates, Service Advocates, and Front of Store Attendants in improving wait times, guest interactions, service quality, issue resolution, loyalty, and cleanliness.
• Support onboarding and learning, identify skill gaps, and develop team members through coaching and team interactions.
• Plan and execute daily and weekly workload using sales goals, business reporting, and guest insights.
• Support Target loyalty programs and ensure the team can explain program benefits and features to guests.
• Follow up on training completion, check for understanding, and support ongoing education for front-of-store experiences.
• Engage in development conversations with team members, with guidance from the direct leader.
• Recognize and appreciate team members to reinforce guest-service behaviors and a positive team culture.
• Help establish clear expectations and support performance management through listening, observing, recognizing, and coaching.
• Respond to guest concerns, de-escalate situations, and support team members in resolving guest issues.
• Keep team members informed about promotions, brand launches, and events.
• Evaluate candidates for open roles and develop a guest-centric team as directed by the direct leader.
• Support efficient and accurate pickup and Drive Up orders, including Drive Up returns and Starbucks orders, while following applicable adult beverage laws; assist with guest services as needed.
• Model ethical conduct and compliance and hold the team accountable to those standards.
• Model safe behaviors, identify and correct hazards, support incident response, and report or investigate injuries promptly and accurately.
• Model physical security processes and support merchandise protection strategies, including ordering, storage, and application as directed by best practices.
• 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.
• Perform other duties based on business needs.

Benefits

• Eligible team members and dependents may receive medical, vision, dental, and life insurance, among other comprehensive health benefits and programs.
• 401(k).
• Employee discount.
• Short-term disability.
• Long-term disability.
• Paid sick leave.
• Paid national holidays.
• Paid vacation.
• Additional benefits spanning financial, education, and well-being programs may be available to eligible team members.

What This Job Offers

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