Target Careers – Service & Engagement Team Leader

Job Description:

Advocates of guest experience who welcome, thank and exceed guest service expectations by focusing on guest interaction and recovery. Advocates of both physical and digital services and solutions who are knowledgeable about capabilities and features that drive adoption, usage and ultimately guest loyalty. Empowered to make shopping effortless and seamless for guests at the checklanes, guest services, gift registry, pick-up and drive up.

Job Responsibilities:

• Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery
• Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
• Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams
• If applicable, as a key carrier, follow all safe and secure training and processes
• Address store needs (emergency, regulatory visits, etc.)
• Be a champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience (Including Target RedCard and Wallet)
• Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest
• Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment
• Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors
• Evaluate and recommend candidates for open positions and develop a guest-centric team
• Assess the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales
• Expect and enable team members to deliver orders efficiently and accurately to digital guests
• Demonstrate a service culture that prioritizes the guest service experience. Model, train and coach expectations to deliver the service standard.
• All other duties based on business needs
• Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
• Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events
• Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path
• Work a schedule that aligns to guest and business needs (this includes early morning, evening, overnight shifts and weekends)
• Close knowledge and skill gaps through training and experiences
• Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive
• proficiencies for all front of store experiences
• Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
• Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas

Job Requirements:

• Skills in guest engagement; problem solving and resolution
• Knowledge of guest service fundamentals and experience building a guest first team culture
• Knowledge of retail business fundamentals including: department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies
• Skills in planning department(s) daily/weekly workload to support business priorities and deliver service and sales goals
• Experience leading a team of hourly team members; including skills in interviewing, developing, coaching, evaluating and retaining talent

Job Details:

Company: Target

Vacancy Type:  Full Time

Job Location: Brownsville, TX, US

Application Deadline: N/A

Apply Here

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