Engagement Leader

THE EXPRESSWAY FORWARD

In January of 2020, the Company launched the EXPRESSway Forward strategy based on four foundational pillars – Product, Brand, Customer, Execution. Since that time, the Company has advanced initiatives in each of these areas and across all departments. The corporate strategy is fueled and supported by a culture that is defined by three values – Express Yourself, Express Together, Express Success.

EXPRESS ENGAGEMENT LEADER

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

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.