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 leaders having meaningful experiences that help them build and develop skills for a career. The role of a Service & Engagement Executive Team Leader can provide you with the skills and experience of: 

• Guest service fundamentals and experience building, driving loyalty and managing a guest-first team culture across the store 

• Guest engagement, problem solving and resolution of guest concerns 

• Retail business fundamentals, including department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies 

• Setting and planning department monthly/quarterly workload to support business priorities and managing a team to deliver service and sales goals 

• Managing a team of hourly team members and leaders and creating Service and Engagement business strategies and goals 

• Recruiting, selecting and talent management of hourly team members and leaders 

As a Service & Engagement Executive Team Leader, no two days are ever the same, but a typical day will most likely include the following responsibilities: 

• Consistently delivers guest experience commitments 

• Holds TLs accountable to deliver exceptional guest experiences through consistent accountability, team development, training and recognition. 

• Celebrates outstanding guest experiences across teams and ensures recognition is consistent and meaningful. 

• Reviews area guest, financial, and team metrics toidentifygaps and understand team behaviors.

• Celebrates wins, sets clear priorities, and leads actions that drive results and enhance the guest experience.

• Partners across teams to create an easy,inspiringand friendly guest experience.

• Lead and create a service culture that prioritizes the guest service experience, model, train, and coach expectations to deliver the service standard.

• Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guestexperience;and use guest feedback to coach/recognize teams.

• Lead and champion Target Loyalty Programs toensure your team caneducate and promote the suite of benefits, features and offerings that reward ourguestand/or enhance their shopping experience.

• Build a team of passionate and knowledgeableteamwhostrive toexceed guest service expectations by focusing ondecreasingwaittime,friendly guestinteractions, quality of service,productand service recovery, driving loyalty and cleanliness standards.

• Ensure Team Leaderschedules support aquick and easyexperience during guest peak traffic times for all shopping preferences:checklanes,self-checkout, Order Pick-up,driveupOrders, Returns and Starbucks.

• Leadyourteam to deliverpick up anddrive uporders (includingdriveup Returns and Starbucks) efficiently and accurately to digital guests.

• Drive total store sales,demonstratehowyou, your team, andyour departments contribute toandimpact total store profitabilityby supporting in store events, drivingloyalty,ensuring quality measures are met, etc.

• Create,lead, and modela culture of executing all best practices as outlined with team onboarding,learning, and required training; help close skill gaps through development,coachingand team interactions.

• Anticipate staffing needs, talentplanandrecruitboth long and short term.

• Manageyourteam tofollow-upon training completion, check for understanding andprovidecontinuous education opportunities to driveproficienciesfor all front of store experiences.

• Engage in consistentandmeaningfuldevelopmentconversations throughoutthe Serviceand Engagement TeamLeadercareer 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 and Engagement behaviors.

• Analyzebusiness reporting and guest insights to understand, troubleshoot and follow-upon opportunity areas.

• Ensure your teamquickly respondstoanyconcerns during aguest shopping experience by de-escalatingthe situation andensureyourteamunderstandsand feels supported to resolve or address guest concerns and issues.

• Create a scheduling strategy toallocateworkhoursto support peak traffic times, key holidayeventsandweekends.

• Manage thestoreexperience byanticipatingand/or reacting with urgency to staffingor schedulingneeds based on fluctuations in guest traffic and sales.

• Leadyour team to stayup-to-dateon upcoming major promotions, brandlaunchesand eventsby sharingappropriate communication,teachingthe team where to find information and hold them accountable toreviewingit.

• Demonstrate a culture of ethicalconduct, andcompliance;lead team to work in the same way and hold others accountable to this commitment.

• Demonstrate inclusivity by valuing diverse voicesandapproaches, being authentic and respectful, and creatingequitable