Service & Engagement Team Leader

Target • Miami, FL

12d

About The Position

The Service & Engagement Team Leader leads a team that delivers an easy, inspiring, and friendly guest experience across front-of-store services. The role oversees Guest Advocates, Service Advocates, and Front of Store Attendants, with a focus on guest interactions, service recovery, loyalty, efficient checklane and digital order experiences, and cleanliness. The leader plans department workloads, uses business and guest metrics to improve results, coaches and develops team members, and supports store operations, safety, security, and compliance. The role may occasionally assume store-level leadership-on-duty responsibilities based on store needs.

This is a full-time role, but hours are not guaranteed to be 40 per week and may fluctuate with business needs. The schedule is variable and may include nights, weekends, holidays, closing shifts, and peak shopping times. The job involves active work, mobility throughout a shift, and duties in varying temperatures and other elements, including during Drive-Up and carryout work.

Requirements

• High school diploma or equivalent.
• Must be at least 18 years of age.
• 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 and 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 additional assistance.
• Ability to climb up and down ladders as needed.
• Flexible schedule and reliable, prompt attendance; availability may include nights, weekends, holidays, closing shifts, and peak shopping times.
• 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, which may vary in length.

Nice To Haves

• Previous retail experience is preferred but not required.

Responsibilities

• Deliver guest experience commitments and ensure team members understand, are trained in, and consistently follow them.
• Observe team performance, provide feedback, recognize strong service, and hold team members accountable for guest experience and operational expectations.
• 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 to improve wait times, guest interactions, service quality, issue resolution, loyalty, and cleanliness.
• Execute onboarding and learning best practices, identify skill gaps, and support team development through coaching and interactions.
• Plan and execute daily and weekly workload to meet sales goals and guest engagement needs; troubleshoot opportunities throughout the day.
• Support Target Loyalty Programs and ensure the team can explain and promote program benefits and features.
• Support the direct leader with training follow-up, understanding checks, continuous learning, development conversations, recognition, and performance management.
• Respond to guest concerns, de-escalate situations, and support the team 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.
• Enable efficient and accurate pickup and Drive-Up orders, including returns and Starbucks orders, while following adult beverage laws.
• Support guest services as needed.
• Model ethical conduct and compliance, and hold the team accountable to those standards.
• Lead safety practices by modeling and recognizing safe behaviors, correcting hazards, supporting incident response, and timely and accurately reporting or investigating injuries.
• Model physical security processes and support storewide merchandise protection strategies, including ordering, storage, and application as directed.
• Follow safe and secure processes if serving as a key carrier.
• Occasionally assume store-level leadership-on-duty responsibilities during assigned shifts and address store emergency and compliance needs.
• 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 transactions; oversee cash office processes as needed; safely scan, handle, and move merchandise; and climb ladders as needed.

Benefits

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

What This Job Offers

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