Sr Manager, Guest Relations
Target - Brooklyn Park, Minnesota
Sr. Manager Guest Relations
Classification: Exempt
Date: February 2018
About us:
Target is an iconic brand, a Fortune 50 company and one of America’s leading retailers.
The Financial and Retail Services (FRS) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our people can count on.
FRS includes several contact centers focused on the quick and seamless resolution of a variety of issues. From REDcard® Guest Services to the Client Support Center, we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target’s bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to the work they do best, from headquarters to stores to distribution centers.
Guest-facing contact centers that directly impact Target’s profit and growth while fostering an exceptional guest experience and our strong reputation include: Collections (Loss Prevention, Recovery Operations and Collection Strategy), REDcard® Guest Services (Guest Contact, Fulfillment and Legal & Executive Support), Guest Relations, which engages with guests via all communication channels to strengthen loyalty and drive sales and Target.com Guest Services, which handles all guest inquiries and comments relating to Target.com orders and site issues.
As a Sr. Manager in Guest Relations, you will provide strategic and operational leadership for service center leaders and team members, with responsibility for up to 100 agents responding to guests via phone, chat, email, and social media channels including Facebook and Twitter. You will motivate and develop leaders in a fast paced environment and create a culture that delivers a great experience for your team members and guests with every interaction. You will have ownership of staffing strategies for internal teams, provide input on staffing strategies for external/offshore teams, and be responsible for driving all aspects of performance and meeting budget goals. You will have accountability to design and implement operational strategies that drive engagement with our teams, a guest focused environment, and delivers on key business objectives by achieving service goals. You will use critical thinking and analytical skills to assess, innovate, and adapt to changing business needs. You will identify and develop strategies for our team and vendor network to align with enterprise initiatives, integrate team and guest intelligence to improve the guest experience, and drive guest loyalty and sales through team results.
About you:
· College degree or equivalent experience required; MBA desired
· 5 years of proven leadership experience; 8-10 years in operations, contact center, or retail services
· Proven experience with global resource management and/or vendor management desired
· Ability to flex schedule to meet the demands of the business; some travel required
· Large scale project experience working with retailers or merchant teams
Posted: 30+ days ago
