Service & Engagement Team Leader

Target-posted about 2 months ago
$24 - $40/Yr
Full-time
Onsite • Glen Burnie, MD
5,001-10,000 employees
General Merchandise Retailers
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Advocates of guest experience who welcome, thank, and exceed guest service expectations by focusing on guest interaction and recovery. Advocates of both in-store and digital services and solutions who are knowledgeable about capabilities and features that drive adoption, usage and ultimately guest loyalty. Empowered to make shopping quick and easy for guests at the checklanes, guest services, gift registry, pick-up and drive up while ensuring exceptional quality. At Target, we believe in our leaders having meaningful experiences that help them build and develop skills for a career. The role of a Service and Engagement Team Leader can provide you with the skills and experience of: Guest service fundamentals, experience building a guest first team culture and driving loyalty programs Guest engagement; problem solving and resolution Retail business fundamentals including: department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies Planning department(s) daily/weekly workload to support business priorities and deliver service and sales goals Leading a team of hourly team members; including skills in interviewing, developing, coaching, evaluating and retaining talent As a Service and Engagement Team Leader, no two days are ever the same, but a typical day will most likely include the following responsibilities:

  • 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/or 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.
  • Engage in consistent, meaningful development conversations throughout the critical touch points within the teams 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 a 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.
  • Work a schedule that aligns to guest and business needs (this includes early morning, evening, closing, overnight shifts, holidays and weekends).
  • 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 creating a welcoming experience by greeting guests as you & your team are completing daily tasks.
  • Demonstrate how to engage with guests when assistance is needed, engage with guests in a welcoming way, and help solve their specific needs.
  • Lead by thanking guests and let them know we're happy they chose to shop at Target.
  • 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.
  • Address all store emergency and compliance needs.
  • All other duties based on business needs
  • High school diploma or equivalent
  • Must be at least 18 years of age or older
  • Lead and hold others accountable
  • 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
  • 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 10 pounds and occasionally lifting or moving merchandise up to 44 pounds without additional assistance from others
  • Climb up and down ladders as needed
  • Flexible work schedule (e.g., nights, weekends and holidays) and reliable and prompt attendance necessary
  • 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).
  • Previous retail experience preferred, but not required
  • Target offers eligible team members and their dependents comprehensive health benefits and programs, which may include medical, vision, dental, life insurance and more, to help you and your family take care of your whole selves.
  • Other benefits for eligible team members include 401(k), employee discount, short term disability, long term disability, paid sick leave, paid national holidays, and paid vacation.
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