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Customer Experience Manager

Express Inc Burlington, MA
$123k-154k (estimate)
Other | Consumer Services 3 Months Ago



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.

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. We Inspire Self-Expression . - speaks to the role our brand can play in our customers' lives.

Today, we are reimagining our store experience, bringing forward a spirit of hospitality so everyone who walks through our doors feels welcome and leaves wanting to be a part of our styling community. Our store experience and the teams that bring it to life are vitally important to 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 .


Location: Burlington Mall

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 a personalized styling that helps to fulfill the Express brand purpose: We Create Confidence. We Inspire Self-Expression.

This position is responsible for achieving personal productivity and performance metrics as well as contributing to the total Style Squad's success. Additionally, our Engagement Leaders are brand ambassadors for the Express experience and promote to potential squad members an inclusive squad mentality built on teamwork and shared objectives.

Key Responsibilities
  • Exemplify a hospitality mindset and deliver on all aspects of the Express Customer Experience Philosophy to create outstanding experiences for customers/clients
  • Support Style Squad interconnectedness and approach customer engagement with the thought that it is a 'team sport' by actively engaging with colleagues to deliver the very best customer experience
  • Create an environment built on teamwork and inspiring 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
  • Display expert knowledge of product, company policies, promotions, and loyalty programs
  • Drive for results by leading the customer experience as Customer Engagement Leader (CEL)
  • Execute all aspects of daily store operations
  • Monitor the customer experiences delivered by squad members, providing feedback and coaching

Essential Qualifications
  • High school or equivalent education
  • One to three years' experience, preferably in retail or hospitality
  • 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

Preferred Qualifications (skills and abilities)
  • 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.






50 - 100








$10M - $50M


Consumer Services

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About Express Inc

Express Income Tax is a provider of internal revenue service electronic filing services.

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The following is the career advancement route for Customer Experience Manager positions, which can be used as a reference in future career path planning. As a Customer Experience Manager, it can be promoted into senior positions as a Customer Experience Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Manager. You can explore the career advancement for a Customer Experience Manager below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Experience Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Experience Manager job description and responsibilities

Begins with understanding each customer and their specific need.

01/05/2022: Muskegon, MI

Collecting customers’ feedback keeps the CEM on the right track to designing the perfect customer experience.

02/23/2022: Lima, OH

They supervise the customer experience and service teams, direct and monitor their activities and train their members.

01/19/2022: Pensacola, FL

They're also responsible for leading both the customer service and the customer experience teams.

02/21/2022: Charleston, SC

Businesses need to acknowledge customer feelings, which can be done through active listening, making statements and asking questions related to what the customer has said.

02/11/2022: Roanoke, VA

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Experience Manager jobs

They work alongside upper management to promote retention of customers and overall positive experience with the brand.

12/23/2021: Idaho Falls, ID

Customer experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.

01/20/2022: Passaic, NJ

Measure and analyse customer feedback.

02/11/2022: Bradenton, FL

Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor.

12/21/2021: Alexandria, LA

Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.

03/03/2022: Newark, NJ

Step 3: View the best colleges and universities for Customer Experience Manager.

Butler University
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