Service and Engagement Team Leader

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.

Dearborn, MI


Target is one of the world&rsquo;s most recognized brands and one of America&rsquo;s leading retailers. We make Target our guests&rsquo; preferred shopping destination by offering outstanding value, inspiration, innovation and an exceptional guest experience that no other retailer can deliver. Target is committed to responsible corporate citizenship, ethical business practices, environmental stewardship and generous community support. Since 1946, we have given 5 percent of our profits back to our communities. Our goal is to work as one team to fulfill our unique brand promise to our guests, wherever and whenever they choose to shop. <br /><br />For more information, visit and For more on what it's like to be a team member, check out

keywords: relationships,teamwork,planning,build,retail,teamwork,leadership,analysis,digital,relationships,audit,culture,training,secure,sales,reporting,education,management,leadership,adapt,training,experience,communication,retail,professional


Overview: <br />The role of a Service and Engagement Team Leader can provide you with the<br /><br />At Target, we believe in our team members having meaningful experiences that help them build and develop skills for a career.<br /> <ul> <li>Knowledge of guest service fundamentals and experience building a guest first team culture</li> <li>Skills in guest engagement; problem solving and resolution</li> <li>Knowledge of retail business fundamentals: department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies</li> <li>Skills in planning department(s) daily/weekly workload to support business priorities and deliver service and sales goals</li> <li>Experience leading a team of hourly team members; including skills in interviewing, developing, coaching, evaluating and retaining talent</li> </ul>
Responsibilities: <br />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<br /> <ul> <li>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</li> <li>Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement</li> <li>Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences</li> <li>Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path</li> <li>Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture</li> <li>Lead a culture of accountability through clear expectations and performance management (observe, recognize and coach) on critical Service and Engagement behaviors</li> <li>Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas</li> <li>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</li> <li>Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends</li> <li>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</li> <li>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 REDcard and Wallet)</li> <li>Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events</li> <li>Evaluate and recommend candidates for open positions and develop a guest-centric team</li> <li>Close knowledge and skill gaps through training and experiences</li> <li>Demonstrate a culture of ethical conduct, safety, and compliance; lead team to work in the same way and hold others accountable to this commitment</li> <li>If applicable, as a key carrier, follow all safe and secure training and processes</li> <li>Address store needs (emergency, regulatory visits, etc.)</li> <li>All other duties based on business needs</li> </ul>
Requirements: o<br /><br />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.<br /> <ul> <li>High school diploma or equivalent</li> <li>Must be at least 18 years of age or older</li> <li>Previous retail experience preferred, but not required</li> <li>Lead and hold others accountable</li> <li>Learn and adapt to current technology needs</li> <li>Work independently and as part of a team</li> <li>Manage workload and prioritize tasks independently and with a team</li> <li>Welcoming and helpful attitude</li> <li>Effective communication skills</li> </ul>