Service & Engagement Team Leader

Target • Pasadena, CA

5d • $25 - $43 • Onsite

About The Position

The Service & Engagement Team Leader leads the front-of-store service team to deliver an Easy, Inspiring and Friendly guest experience. This role supports guest loyalty, resolves service issues, and oversees in-store and digital services including checklanes, guest services, pick-up and drive-up. The leader plans daily and weekly work to support sales and service goals, reviews guest, financial and team metrics, and coaches team members to improve execution and outcomes.

The role leads Guest Advocates, Service Advocates and Front of Store Attendants, supporting hiring, onboarding, training, development, recognition and performance management. It also promotes Target loyalty programs, helps ensure accurate and timely digital order fulfillment, and supports safe, secure, ethical and compliant store operations. The leader may occasionally assume store-level leadership-on-duty responsibilities and address store emergencies and compliance needs.

This is a full-time role, but weekly hours are not guaranteed to reach 40 and may fluctuate with business needs. Work schedules are variable and may include nights, weekends, holidays, closing shifts and peak shopping times. The position is physically active and may require outdoor or otherwise varying environmental exposure while performing duties such as Drive-Up and carryout.

Requirements

• High school diploma or equivalent.
• Must be at least 18 years old.
• Ability to lead others and hold them 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 up to 44 pounds without additional assistance.
• Ability to climb ladders as needed.
• Flexible availability for nights, weekends and holidays, with reliable and prompt attendance.
• Ability to work in varying temperatures, humidity and other elements when performing duties including 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 ensure the team consistently provides an Easy, Inspiring and Friendly guest experience.
• Ensure team members understand, are trained in, and consistently follow guest experience commitments and operational standards.
• Observe team performance, provide feedback, recognize strong service, and hold team members accountable.
• Review guest, financial and team outcome metrics, identify opportunities, take action, and align the team on behaviors and execution that improve results.
• Lead Guest Advocates, Service Advocates and Front of Store Attendants in delivering friendly, high-quality service, reducing wait times, resolving issues, driving loyalty and maintaining cleanliness.
• Support onboarding and learning, identify skill gaps, and develop team members through coaching and interactions.
• Use sales goals, business reporting and guest insights to plan and execute daily and weekly workloads and address opportunity areas.
• Support Target Loyalty Programs and ensure the team can educate guests about relevant benefits, features and offerings.
• Support the direct leader with training follow-up, checks for understanding and continuous education.
• Engage in development conversations and personalize recognition and appreciation for team members.
• Help establish clear expectations and manage performance through listening, observing, recognizing and coaching.
• Respond to guest concerns, de-escalate situations and support the team in resolving guest 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.
• Support efficient and accurate pickup and Drive-Up order fulfillment, including Drive-Up returns and Starbucks, while following applicable adult beverage laws; support guest services as needed.
• Promote ethical conduct and compliance and hold the team accountable to those standards.
• Model safe behaviors, identify and correct hazards, support incident response, and report and investigate injuries accurately and promptly.
• Model physical security processes and support merchandise protection strategies, including ordering, storage and application as directed.
• Follow safe and secure training and processes if serving as a key carrier.
• 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.

Benefits

• Eligible team members and dependents may receive comprehensive health benefits and programs, which may include medical, vision, dental and life insurance.
• 401(k).
• Employee discount.
• Short-term disability.
• Long-term disability.
• Paid sick leave.
• Paid national holidays.
• Paid vacation.

What This Job Offers

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