109 Express Customer Service Representative Jobs Hiring Near You

About PHOENIX PHOENIX Retail, LLC is a retail platform operating the Express and Bonobos brands worldwide. About ExpressExpress is a multichannel apparel brand dedicated to a design philosophy rooted in modern, confident and effortless style whether dressing for work, everyday or special occasions. Since its launch in 1980, the brand has embraced a design philosophy rooted in modern, confident and effortless style. Express ensures you look and feel your best, wherever life takes you. The Company operates over 400 retail and outlet stores in the United States and Puerto Rico, the express.com online store and the Express mobile app. About BonobosOur Bonobos menswear brand is known for being a style instigator and offering perfect-fit risks through our innovative retail model and personalized experience. Launched online in 2007 with its signature line of chinos, Bonobos now offers a variety of styles available to order online and to try on at any one of our 50 Guideshop locations and at www.bonobos.com. Our Guideshops are in-real-life stores that deliver one-on-one service and expert fit advice. Don't think traditional retail, Bonobos is something you haven't seen before.

POSITION OVERVIEW

The Owned Channels Specialist is responsible for the planning, execution, and optimization of email and mobile marketing programs, including email, SMS and app push. This role plays a critical part in furthering our brand, customer, and business goals by delivering compelling, customer-first communications that drive engagement, traffic, trips, spend, retention, and revenue.

This individual supports messaging strategy, audience segmentation, contact cadence, and campaign orchestration across owned channels. They are accountable for establishing, tracking, and achieving key KPIs, including customer-level goals, last-touch attribution, and channel-level file growth. 

They will partner closely with Marketing, Creative, Merchandising, Digital, Loyalty/CRM, Analytics, Stores, and external partners to bring campaigns to life while continuously improving performance through a robust test-and-learn agenda.

KEY RESPONSIBILITIES

• Support end-to-end planning and execution of email, SMS, and app push campaigns, ensuring alignment with brand positioning, customer strategy, product priorities, promotional moments, and business goals.
• Execute owned channel strategies that support retention, reactivation, loyalty engagement and omni-channel growth.
• Monitor and optimize performance against set business plans and key KPIs including last-touch performance metrics, campaign-level engagement, and customer-level behavior. 
• Partner with cross-functional teams to support messaging strategy, audience selection, segmentation, personalization, and campaign timing across the marketing calendar. 
• Support and manage the owned channels calendar with a thoughtful approach to contact frequency, customer experience, business priorities, and long-term brand equity.
• Execute customer-lifecycle moments through journey/trigger campaigns and transactional messages. 
• Ensure best-in-class execution across all touchpoints, including content accuracy, offer accuracy, links, personalization, targeting, QA, deployment, and overall customer experience.
• Support execution of a test-and-learn roadmap across subject lines, creative, messaging, timing, frequency, segmentation, personalization, offers, and channel mix.
• Build and review weekly reporting for performance monitoring and partner with Analytics and CRM teams to review performance, identify insights, and translate learnings into actionable recommendations. 
• Support execution of Owned Channels communication around key initiatives including loyalty programs, lifecycle journeys, direct mail, brand campaigns, store openings/closings, events, product launches, livestreams, and other customer-facing moments.
• Identify opportunities to improve workflows, automation, personalization, reporting, and channel performance.
• Stay current on owned channel best practices, customer communication trends, platform capabilities, and retail/eCommerce innovation.

REQUIRED EXPERIENCE & QUALIFICATIONS

• 3-5+ years of experience in digital marketing, CRM, lifecycle marketing, owned channels, or email/mobile marketing, preferably within retail or eCommerce.
• Proven experience managing email, SMS, app push, or lifecycle marketing programs at scale.
• Strong understanding of customer segmentation, personalization, journey orchestration, campaign QA, and performance optimization.
• Experience setting and managing KPIs tied to engagement, traffic, conversion, trips, spend, retention, and revenue.
• Bachelor's degree or equivalent professional experience preferred.
• Experience with CRM, email, and marketing automation platforms such as Adobe Campaign, Bluecore, Salesforce Marketing Cloud, Braze, Klaviyo, Attentive, or similar platforms.
• Familiarity with JIRA, Confluence, Microsoft Office, Excel, Google Analytics, in-platform reporting dashboards, and campaign performance tools.

CRITICAL SKILLS & ATTRIBUTES

• Strong knowledge of Excel and Microsoft Office tools.
• Experience with JIRA or other project management software a plus
• Strategic, customer-centric thinker who understands how owned channels support brand storytelling, customer growth, and business performance.
• Strong ownership mentality with accountability to KPIs, timelines, execution quality, and continuous improvement.
• Highly organized with strong attention to detail and the ability to manage multiple campaigns, priorities, and stakeholders at any given time.
• Clear, proactive communicator who can influence and collaborate across cross-functional teams.
• Comfortable operating in a fast-paced, test-and-learn environment.
• Passion for customer experience, brand storytelling, and delivering communications that are both effective and elevated
• Results oriented
• Analytical thinker
• Problem solver

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Applicants must be currently authorized to work full-time in the United States. PHOENIX does not sponsor applicants for work visas (e.g., H-1B or TN status) for this position.

An equal opportunity employer, PHOENIX does not discriminate in recruiting, hiring or any other terms and conditions of employment hiring on the basis of any federal, state, or locally protected characteristic. PHOENIX only hires individuals authorized for employment in the United States. PHOENIX is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation to search and apply for a job position due to a disability, please call 1-800-964-9793 and say 'Associate Relations' or send an e-mail to AssociateRelations@Express.com and let us know the nature of your request and your contact information.

Notification to Agencies: Please note that PHOENIX 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, PHOENIX will not consider or approve payment to any third-parties for hires made.