Service & Engagement Team Leader
Core
Lead a team of hourly members in guest service, problem resolution, and operational execution to drive sales and loyalty in a fast-paced retail environment.
Role type
Front-line retail team leader (Service & Engagement)
Builds
Guest experiences, sales results, and team performance in a general merchandise retail store
Domain
Retail (General Merchandise)
Deliverable
product features
Required skills
Guest service, team leadership, problem solving, inventory management, sales planning, performance management, safety compliance, digital order support
Preferred skills
Previous retail experience, ability to work variable schedules, familiarity with handheld scanners
Technologies
Handheld scanners, communication devices
Responsibilities
Lead and coach a team of hourly associates on guest service standards and operational best practices; Monitor and improve guest experience metrics and team performance outcomes; Plan and execute daily/weekly workloads to meet sales and service goals; Resolve guest concerns and de-escalate issues; Support digital services including pickup and drive-up orders; Ensure team compliance with safety, security, and adult beverage laws; Evaluate candidates and support talent development.
Seniority
Individual Contributor, supervisory level
