Service & Engagement Team Lead

6 days ago

Austin, Texas, United States Target Full time
About This Role

We are seeking a highly skilled and experienced Executive Team Leader to join our Service & Engagement team at Target. As a key member of our leadership team, you will be responsible for driving sales growth, improving guest satisfaction, and leading a team of Guest Advocates and Service & Engagement Leaders.

Key Responsibilities
  • Build a high-performing team of Guest Advocates and Service & Engagement Leaders who deliver exceptional guest service and drive sales growth.
  • Drive total store sales and understand your role in sales growth, as well as how your departments and team contribute to and impact total store profitability.
  • Anticipate staffing needs, talent plan, and recruit both long and short-term.
  • Manage leaders to follow up on training completion, check for understanding, and provide continuous education opportunities to drive proficiencies for all front-of-store experiences.
  • Engage in consistent and meaningful development conversations throughout the critical touchpoints within the Service & Engagement Team Leader career path.
  • Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest-centric culture.
  • Establish a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach) on critical Service & 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.
  • Own schedules that follow the scheduling allocation and guidelines to support peak traffic times, key holiday events, and weekends.
  • Manage the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in guest traffic and sales.
  • Ensure Team Leaders' schedules support a frictionless experience during guest peak traffic times for all shopping preferences: checklanes, self-checkout (SCO), Order Pick-up (OPU), drive up (DU).
  • Be the 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 guests 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.
  • 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.
  • Lead the team to deliver an efficient and hassle-free guest pick-up experience.
  • Work a schedule that aligns to guest and business needs (this includes early morning, evening, and weekends).
  • Demonstrate a culture of ethical conduct, safety, and compliance; lead team to work in the same way and hold others accountable to this commitment.
  • 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 a Monday-through-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.
Requirements

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.
  • 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.
  • Accurately handle cash register operations and cash transactions.
  • Flexible work schedule (e.g., nights, weekends, and holidays) and regular attendance necessary.

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