Service & Engagement Team Leader

Target•Marlborough, MA

12d•$26 - $43•Onsite

About The Position

The Service and Engagement Team Leader role is designed to provide meaningful experiences that help individuals build and develop skills for a career. This role focuses on guest experience, team leadership, and retail business fundamentals. Team Leaders are advocates for guest satisfaction, driving loyalty through exceptional service and knowledgeable assistance with both in-store and digital offerings. They are empowered to ensure a quick and easy shopping experience for guests across various touchpoints, including checklanes, guest services, and order pickup, while maintaining high standards of quality. Key development areas for this role include guest service fundamentals, building a guest-first culture, driving loyalty programs, guest engagement and problem resolution, retail business operations (sales trends, inventory, guest patterns, pricing, promotions), planning daily/weekly workloads, and leading a team through interviewing, development, coaching, evaluation, and retention.

Requirements

High school diploma or equivalent
Must be at least 18 years of age or older
Ability to communicate on multiple frequency devices and operate handheld scanners, and other technology equipment as directed
Work independently and as part of a team
Manage workload and prioritize tasks independently and with a team
Welcoming and helpful attitude toward all guests and other team members
Effective communication skills
Capability to remain focused and composed in a fast-paced environment and accomplish multiple tasks within established timeframes
Access all areas of the building to respond to guest or team member issues
Interpret instructions, reports and information
Accurately handle cash register operations, cash transactions, and oversee cash office processes as needed
Scan, handle and move merchandise efficiently and safely, including frequently lifting or moving merchandise up to 44 pounds without additional assistance from others
Climb up and down ladders as needed
Capable of working in and exposure to varying temperatures, humidity, and other elements while performing certain job duties including but not limited to Drive-Up, carryout, etc. as needed
Ability to remain mobile for the duration of a scheduled shift (shift length may vary)

Nice To Haves

Previous retail experience preferred, but not required
Lead and hold others accountable

Responsibilities

Consistently deliver guest experience commitments to create an Easy, Inspiring and Friendly guest experience.
Ensure every team member understands, is trained, and consistently delivers on Target’s guest experience commitments and consistent operations.
Actively observe and provide feedback, holding team members accountable while recognizing great guest experience moments.
Review area guest, financial, and team outcome metrics to identify opportunities, take action to improve, and align team on the right behaviors and execution, celebrate wins, drive results that deliver outcomes and elevate the guest experience.
Demonstrate inclusivity by valuing diverse voices and approaches, being authentic and respectful, and creating equitable experiences.
Lead a team of passionate and knowledgeable Guest Advocates, Service Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interactions, quality of service, resolution, driving loyalty and cleanliness standards.
Lead and demonstrate a culture of executing all best practices as outlined with team onboarding and learning; help close skill gaps through development, coaching and team interactions.
Understand sales goals, business reporting and guest insights to plan and execute daily/weekly workload, to deliver on store sales goals, guest engagement and troubleshoot opportunity areas as needed throughout the day.
Support Target Loyalty Programs to ensure your team can educate and promote the suite of benefits, features and offerings that reward our guest and enhance their shopping experience.
Support your direct leader by following up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences.
With guidance from your direct leader, engage in consistent, meaningful development conversations throughout the critical touch points within the team's career path.
Personalize recognition and appreciation of your team to reinforce critical guest service behaviors and promote a positive team and guest-centric culture.
With guidance from your direct leader, help lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors.
Quickly respond to any concerns with guests’ shopping experience by de-escalating the situation and ensuring your team understands and feels supported to resolve or address guest concerns and issues.
Ensure your team members stay up-to-date on upcoming major promotions, brand launches and events.
Evaluate candidates for open positions and develop a guest-centric team as directed by your direct leader.
Support and enable team members to deliver pick up and drive up orders (including drive up returns and Starbucks) efficiently and accurately to digital guests, following all federal, state and local adult beverage laws. Support guest services as needed.
Demonstrate a culture of ethical conduct and compliance; lead team to work in the same way and hold others accountable to this commitment.
Lead and demonstrate a safety culture through modeling and recognizing safe behaviors, identifying and correct hazards, holding team accountable to following safety expectations, assisting with incident response, and reporting/investigating injuries timely and accurately.
Model the execution of physical security processes in order to enhance the instore security culture.
Support merchandise protection strategies across the total store, including ordering, storage and application as directed by best practices.
If applicable, as a key carrier, follow all safe and secure training and processes.
Occasionally assume store-level leadership on duty (LOD) responsibilities to enable the guest experience for the store during assigned shifts based on store needs.
Address all store emergency and compliance needs.
All other duties based on business needs.