Community Manager

• Develop and lead Express’ community strategy and drive initiatives that nurture a vibrant creative community, increase engagement, and foster belonging among customers and advocates
• Respond to and resolve customer questions, issues, feedback, etc. and proactively create, publish, and curate content in our communities that meet target community metrics and goals.
• Create engaging content for the community, including posts, announcements, videos, and other activities about products, features, workflows, and standard processes
• Drive product fixes and improvements by amplifying customer voice through data, feedback and insights across Care teams
• Modernize community support by demonstrating AI and digital innovation to scale engagement
• Identify, attract, and grow relationships alongside outside specialists, partners, and passionate advocates to enrich community knowledge and elevate brand influence
• Coordinate Community operations, proactively finding opportunities to optimize operational health, engagement, and insights to inform strategy
• Develop ongoing and deep product and domain expertise through hands-on learning and projects that contribute back to the community and teams
• Mentor junior members to develop engaging content and effectively support customers
• Ensure team and community adherence to quality standards, guidelines and metrics

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