Service & Engagement Team Leader - Lancaster, OH

Target; Lancaster (Lancaster County); On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Service and Engagement Team Leader to enhance guest experiences and drive team performance. This role involves leading a dedicated team, ensuring exceptional service, and fostering a culture of inclusivity and accountability. You'll be at the forefront of creating memorable shopping experiences while managing daily operations and promoting loyalty programs. If you're excited about leading a team in a dynamic retail environment and making a positive impact on guests and team members alike, this opportunity is perfect for you.

Benefits

Comprehensive health benefits

401(k)

Employee discount

Paid vacation

Paid sick leave

Paid national holidays

Short-term disability

Long-term disability

Qualifications

• Ability to lead and hold others accountable.
• Effective communication skills in a fast-paced environment.

Responsibilities

• Lead a team of Guest Advocates to exceed service expectations.
• Plan and execute daily workload to meet sales goals.
• Engage in meaningful development conversations with team members.

Skills

Guest service fundamentals

Problem solving

Retail business fundamentals

Team leadership

Effective communication

Education

High school diploma or equivalent

Job description

The pay range per hour is $22.00 - $37.40.

Pay is based on several factors which vary based on position. These include labor markets and in some instances may include education, work experience, and certifications. In addition to your pay, Target cares about and invests in you as a team member, so that you can take care of yourself and your family. Target offers eligible team members and their dependents comprehensive health benefits and programs, which may include medical, vision, dental, life insurance, and more, to help you and your family take care of your whole selves. Other benefits for eligible team members include 401(k), employee discount, short-term disability, long-term disability, paid sick leave, paid national holidays, and paid vacation. Find more benefits at https://corporate.target.com/careers/benefits.

All About Target

Working at Target means helping all families discover the joy of everyday life. We bring that vision to life through our values and culture. Learn more about Target here.

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.

The role of a Service and Engagement Team Leader can provide you with skills and experience in:

• Guest service fundamentals, experience building a guest-first team culture, and driving loyalty programs.
• 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, a typical day will most likely include the following responsibilities:

• Demonstrate inclusivity by valuing diverse voices and approaches, being authentic and respectful, and creating equitable experiences.
• Lead a team of passionate and knowledgeable Guest Advocates, Service 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, resolution, driving loyalty, and cleanliness standards.
• 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, business reporting, and guest insights to plan and execute daily/weekly workload, to deliver on store sales goals, guest engagement, and troubleshoot opportunity areas as needed throughout the day.
• Support Target Loyalty Programs to ensure your team can educate and promote the suite of benefits, features, and offerings that reward our guests and/or enhance their shopping experience.
• Support your direct leader 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 touchpoints within the team’s career path.
• Personalize recognition and appreciation of your team to reinforce critical guest service behaviors and promote a positive team and guest-centric culture.
• With guidance from your leader, help lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach) on critical Service and Engagement behaviors.
• Quickly respond to any concerns with guests’ shopping experience by de-escalating the situation and ensuring your team understands and feels supported to resolve or address guest concerns and issues.
• Ensure team members stay up-to-date on upcoming major promotions, brand launches, and events.
• Evaluate candidates for open positions and develop a guest-centric team.
• Work a schedule that aligns with guest and business needs (including early morning, evening, closing, overnight shifts, holidays, and weekends).
• Support and enable team members to deliver pick-up and drive-up orders (including returns and Starbucks) efficiently and accurately to digital guests, following all federal, state, and local laws.
• Demonstrate a culture of ethical conduct and compliance; lead the team to work in the same way and hold others accountable to this commitment.
• Lead and demonstrate a safety culture through modeling and recognizing safe behaviors, identifying and correcting hazards, and reporting/investigating injuries timely and accurately.
• Model creating a welcoming experience by greeting guests as you and your team are completing daily tasks.
• Demonstrate how to engage with guests when assistance is needed, engaging in a welcoming way, and helping solve their specific needs.
• Lead by thanking guests and letting them know we’re happy they chose to shop at Target.
• Model the execution of physical security processes to enhance in-store security culture.
• Support merchandise protection strategies across the store, including ordering, storage, and application as directed by best practices.
• If applicable, as a key carrier, follow all safe and secure training and processes.
• Address all store emergency and compliance needs.
• Perform other duties as needed based on business requirements.

What We Are Looking For

This may be the right job for you if:

• You enjoy interacting and helping others, including guests shopping our store and fellow team members.
• You thrive in a fast-moving, highly active, and physically demanding role where teamwork, flexibility, and creative problem-solving are key to success.
• You are open to working a flexible schedule with varying hours, including nights, weekends, holidays, and peak shopping times.

The good news is we have training to 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 start:

• High school diploma or equivalent.
• Must be at least 18 years of age or older.
• Previous retail experience preferred but not required.
• Ability to lead and hold others accountable.
• Effective communication skills and capability to operate technology and manage workload independently and as part of a team.
• Welcoming and helpful attitude, focused and composed in a fast-paced environment, and able to accomplish multiple tasks within timeframes.

We are an awesome place to work and care about our teams, so we want to be clear on some basics we expect:

• Access all areas of the building to respond to issues.
• Interpret instructions, reports, and information accurately.
• Handle cash register operations, transactions, and oversee cash processes as needed.
• Handle merchandise efficiently and safely, including lifting up to 44 pounds without assistance.
• Climb ladders as needed.
• Maintain a flexible schedule and reliable attendance.
• Work in varying temperatures and environments, including Drive-Up and carryout duties.
• Remain mobile for the duration of shifts.

Benefits eligibility information can be found at https://tgt.biz/BenefitsForYou_C.

Target will provide reasonable accommodations upon request to comply with applicable laws. If you require assistance during the application process, visit your nearest Target store or contact Guest Services at 1-800-440-0680.