Service & Engagement Team leader

Target • Hadley, MA

4d • $24 - $40 • Onsite

About The Position

The Service & Engagement Team Leader leads a team of Guest Advocates, Service Advocates, and Front of Store Attendants to deliver a friendly, easy, and inspiring guest experience. The role supports in-store and digital services, guest engagement and resolution, loyalty programs, front-of-store operations, and service and sales goals. The leader develops team members, plans daily and weekly work, monitors business and guest outcomes, and reinforces consistent, safe, and compliant operations.

This is a full-time role, although weekly hours are not guaranteed to reach 40 and may fluctuate based on business needs. The work schedule is variable and may include nights, weekends, holidays, closing shifts, and peak shopping times. Duties may include working in varying temperatures and other outdoor elements for tasks such as Drive Up and carryout, remaining mobile throughout a shift, and occasionally assuming store-level leadership-on-duty responsibilities.

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 accomplish 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 frequently lift or move merchandise weighing up to 44 pounds without assistance.
• Ability to climb up and down ladders as needed.
• Flexible schedule, including nights, weekends, and holidays, and reliable, prompt attendance.
• Ability to work in 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

• Deliver guest experience commitments and promote an easy, inspiring, and friendly shopping experience.
• Ensure team members understand, are trained in, and consistently carry out guest experience commitments and operational expectations.
• Observe team performance, provide feedback, recognize strong service, and hold team members accountable.
• 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 reducing wait times, providing friendly interactions and quality service, resolving issues, supporting loyalty, and maintaining cleanliness.
• Lead onboarding and learning practices, identify skill gaps, and develop team members through coaching and team interactions.
• Use sales goals, business reporting, and guest insights to plan and execute daily and weekly workloads and address opportunities during the day.
• Support Target Loyalty Programs and ensure the team can explain and promote their benefits and features.
• Support the direct leader with training follow-up, checks for understanding, and ongoing education for front-of-store experiences.
• Engage in development conversations with team members and personalize recognition to reinforce service behaviors and a positive team culture.
• Help establish accountability through clear expectations and performance management, including 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 major promotions, brand launches, and events.
• Evaluate candidates for open roles and help 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, while following applicable adult beverage laws; support guest services as needed.
• Model ethical conduct and compliance and hold the team accountable to those standards.
• Model and reinforce safety practices, identify and correct hazards, assist with incident response, and report and investigate injuries promptly and accurately.
• Model physical security processes and support merchandise protection strategies, including ordering, storage, and application as directed by best practices.
• If applicable as a key carrier, follow safe and secure training and processes.
• Occasionally assume store-level leadership-on-duty responsibilities during assigned shifts based on store needs.
• Address store emergency and compliance needs and perform other duties based on business needs.
• Access all areas of the building to respond to guest or team member issues; interpret instructions, reports, and information.
• Handle cash register operations and cash transactions accurately, and oversee cash office processes as needed.
• Scan, handle, and move merchandise safely and efficiently, climb ladders as needed, and remain mobile for the duration of a scheduled shift.

Benefits

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

What This Job Offers

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