Engagement Leader

Overview

This is a unique and exciting time to join Express. Since launching our EXPRESSway Forward strategy in 2020, we have been steadily advancing a transformation from being known as a store in the mall to a brand with a purpose, powered by a styling community. We believe that clothes can serve a higher purpose to make people look the way they want to look and feel the way they want to feel, and our Express brand purpose - We Create Confidence & Inspire Self-Expression - speaks to the role our brand can play in their lives.

Today, we are reimagining our retail and outlet stores with a spirit of hospitality so everyone who walks through our doors has a positive experience and leaves wanting to be a part of Generation Express. We call our stores 'Style Studios' and our sales associate teams 'Style Squads' - and they are the most important part of our transformation. Our culture is defined by three values - Express Yourself, Express Together, Express Success - and we invite you to join us and help build, activate and amplify the Express styling community.

For more information about Express, Inc. please visit www.express.com.

Responsibilities

LOCATION

Fashion Show Mall

POSITION OVERVIEW

The Engagement Leader creates memorable experiences for customers by embodying a hospitality mindset and driving the consistent delivery of positive customer experiences, promoting squad interconnectivity, assisting in teaching squad members, and modeling strong stylist skills. The Engagement Leader delivers the highest level of personalized styling that helps to fulfill the Express brand purpose: Create Confidence & Inspire Self-Expression.

KEY RESPONSIBILITIES
  • Recognize and encourage the behaviors that contribute to the stores results
  • Utilize all available tools to educate and coach Stylists
  • Maintain a positive work environment, which encourages an exceptionally high level of store morale
  • Create an environment built on teamwork and inspire a Squad mentality
  • Teach, coach and develop Stylists to create transformational/memorable experiences for customers
  • Set the example for engaging with a hospitality mindset
  • Model transformative customer experiences leveraging the Customer Experience Philosophy
  • Drive for results by leading the customer experience as Customer Engagement Leader (CEL)
  • Lead customer interactions with a squad mindset, assisting fellow team members and seeking input and reinforcement when appropriate
  • Display expert knowledge of product, company policies, promotions, and loyalty programs
  • Effectively resolve customer service issues to a positive outcome
  • Drive credit and loyalty member programs by explaining benefits and encouraging customers to participate.
  • Execute all aspects of daily store operations
  • Ensure appropriate associate coverage to create a great customer experience
  • Oversee and authorizing the checkout experience
  • Monitor the customer experiences delivered by squad members, providing feedback and coaching


REQUIRED EXPERIENCE & QUALIFICATIONS
  • Education: High school or equivalent
  • Years of Experience: One to three years in a similar or relevant position
  • Willing and able to meet defined availability criteria including nights, weekends and non-business hours
  • Proficient in use of retail technology such as iPads and registers


CRITICAL SKILLS & ATTRIBUTES
  • Hospitality mindset with a genuine desire to create positive and memorable customer experiences
  • Ability to explain and model how excellent customer experiences are created
  • Proven ability to drive sales results
  • Strong supervisory and communication skills
  • Brand ambassador mentality


BENEFITS & COMPENSATION

Express offers a range of benefits to help protect full-time associates health and long-term financial security including:
  • Medical, pharmacy, dental and vision coverage
  • 401(k) and Roth 401(k) with Company match
  • Merchandise discount
  • Paid Time Off
  • Parental leave for new moms and dads
  • And more

Part-time associates may be eligible to receive paid sick leave, public health emergency leave and to participate in the 401(k) and Roth 401(k) with Company match. Additionally, part-time associates are eligible to receive an Express merchandise discount, to participate in our Learn & Earn incentive program, and to choose voluntary benefits through YouDecide.

Full-time leaders may be eligible to participate in our quarterly incentive program.

Salary Range: $12.00 - $18.00

Closing

Closing
  • As an equal opportunity employer, Express does not discriminate in hiring or terms and conditions of employment on the basis of any federal, state, or locally protected class. Express only hires individuals authorized for employment in the United States.

    Notification to Agencies: Please note that Express does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Express will not consider or approve payment to any third-parties for hires made.