Service & Engagement Team Leader

Company: Target
Location: Frederick
Posted on: June 6, 2021

Job Description:

ALL ABOUT TARGET

As part of our collaborative and guest-obsessed team, you help us create an experience that makes guests say "I love Target!" When you work at Target, you're helping every family discover the joy in everyday life. You're working alongside a dedicated team cares, grows, and wins together. A team that is inclusive, makes connections and brings their passion and pride to all that they do.

ALL ABOUT SERVICE & ENGAGEMENT

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.

At Target, we believe in our team members 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:

• Knowledge of guest service fundamentals and experience building a guest first team culture
• Skills in guest engagement; problem solving and resolution
• 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

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 a service culture that prioritizes the guest service experience. Model, train and coach expectations to deliver the service standard.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
• 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
• Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
• Lead and follow-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 Guest Advocate and Front of Store Attendant career path
• Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
• Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors
• Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas
• 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
• Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends
• 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
• 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)
• Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events
• Evaluate and recommend candidates for open positions and develop a guest-centric team
• Close knowledge and skill gaps through training and experiences
• Work a schedule that aligns to guest and business needs (this includes early morning, evening, overnight shifts and weekends)
• 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
• Expect and enable team members to deliver orders efficiently and accurately to digital guests
• Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment
• If applicable, as a key carrier, follow all safe and secure training and processes
• Address store needs (emergency, regulatory visits, etc.)
• All other duties based on business needs

WHAT WE ARE LOOKING FOR

We might be a great match if:

• Working in a fun and energetic environment makes you excited. We work efficiently and as a team to deliver for our guests
• Providing service to our guests that makes them say I LOVE TARGET! excites you. That's why we love working at Target
• You enjoy interacting with people all day and making things easy for others. Interacting with guests, solving concerns and making the guests day better is core of what we do
• You aren't looking for Monday thru Friday job where you are at a computer all day We are busy all day (especially on the weekends), making it easy for the guest to feel welcomed, inspired and rewarded

The good news is that we have some amazing training that will help teach you everything you need to know to be a Service and Engagement Team Leader. But, there are a few skills you should have from the get-go:

• High school diploma or equivalent
• Must be at least 18 years of age or older
• Previous retail experience preferred, but not required
• Lead and hold others accountable
• Learn and adapt to current technology needs
• 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

We are an awesome place to work and care about our teams, so we want to make sure we are clear on a few more basics that we expect:

• Access all areas of the building to respond to guest or team member issues
• Interpret instructions, reports and information
• Accurately handle cash register operations and cash transactions
• Scan, handle and move merchandise efficiently and safely, including frequently lifting or moving merchandise up to 15 pounds and occasionally lifting or moving merchandise up to 40 pounds
• Flexible work schedule (e.g., nights, weekends and holidays) and regular attendance necessary

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.

Keywords: Target, Frederick , Service & Engagement Team Leader, Other , Frederick, Maryland