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Service & Engagement Team Leader

4 months ago

Fort Lauderdale, United States Target Full time

The pay range per hour is $21.50 - $36.55

**ALL ABOUT TARGET**

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.

Working at Target means the opportunity to help all families discover the joy of everyday life. Caring for our communities is woven into who we are, and we invest in the places we collectively live, work and play. We prioritize relationships, fuel and develop talent by creating growth opportunities, and succeed as one Target team. At our core, our purpose is ingrained in who we are, what we value, and how we work. It's how we care, grow, and win together.

**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 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 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 skills and experience of**:

- Guest service fundamentals and experience building a guest first team culture
- 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 a service culture that prioritizes the guest service experience. Model, train and coach team members on 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 interactions, quality of service and product and service recovery
- 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, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
- Support leading physical and digital offerings and Target Loyalty Programs 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
- Support your ETL 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 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
- With ETL guidance, help 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 resolve or address guest concerns and issues
- Create intra-day workload optimization plans for your 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
- Enable your team members to stay up-to-date on upcoming major promotions, brand launches and events
- Assist in closing knowledge and skill gaps for team members 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 pick up and drive up orders (including drive up Re