Customer Experience Lead (Keyholder) - Brooklyn
About The Position
The Customer Experience Lead serves as a key driver within the retail store to provide exceptional customer service, support supply (consigned product) generation, sales, & client services. As a Customer Experience Lead, you are goal-oriented, customer obsessed and driven to achieve and exceed sales goals, with a passion for sustainable luxury fashion. You’re a self-motivated individual who thrives in a fast-paced, metrics-driven, team environment. As part of the store management team, you will help with motivating the team to achieve their goals, playing an active role on the sales floor and coaching associates.
Requirements
- 2+ years retail experience in a customer or business-facing position
- Ability to work flexible hours to meet the needs of the business which may include holidays, evenings and weekends
- Dedication to delivering an elevated experience to both customers and employees
- Ability to problem solve in order to meet the needs of customers
- A positive, friendly demeanor with the ability to represent the TRR brand with integrity and professionalism at all times
- Receptiveness to feedback to improve performance; ability to remain objective when reviewing own performance levels; does not settle for good and pushes for great performance
- Comfortability with ambiguity and finding creative solutions by taking appropriate partnerships to achieve desired outcome
- Strong organizational and time management skills; ability to balance competing priorities without showing stress or frustration
- Ability to excel in a dynamic, fast paced environment
Nice To Haves
- Previous luxury/consignment retail experience
- Proficiency with Google Suite and Salesforce
- Experience using Mac iOS operating system
Responsibilities
- Educate customers on The RealReal’s mission of sustainable fashion and business structure
- Drive sales through customer engagement, suggestive selling, and sharing product knowledge
- Clearly communicate our consignment process and set proper expectations with the consignor during drop off
- Carefully review and process all items for shipment, ensuring they are cataloged and up to TRR quality standards
- Ensure product is handled to the highest quality standards
- Provide a high level of service while navigating multiple customer journeys simultaneously
- Educate customers on The RealReal mission and business structure
- Build brand loyalty by delivering a best in class customer experience
- Outreach daily to existing customers to drive traffic to retail store
- Support consignor relations issues
- Assist with opening and closing procedures
- Support store daily tasks, such as replenishing supplies, replenishing merchandise and maintaining brand standards
- Performs and coordinates store opening and closing procedures in compliance with Company procedures
- Support management with ongoing tasks such as: training, developing, coaching and motivating team members
- Other duties as assigned
Benefits
- $750 bonus/month (at target)
- Employee Stock Purchase Plan
- 401K with Company Match
- Medical, Dental, Vision & Commuter Benefits (applicable locations)
- Paid Parental Leave
- 9 Paid Company Holidays
- 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
