Customer Experience Lead (Keyholder) - Palo Alto
About The Position
The Customer Experience Lead is a key member of the retail store team, responsible for delivering exceptional customer service, supporting consigned product generation, sales, and client services. This goal-oriented, customer-focused role drives sales and works to meet or exceed goals while promoting sustainable luxury fashion. As part of the store management team, the Lead works actively on the sales floor, motivates and coaches associates, and contributes to a fast-paced, metrics-driven team environment. This is a full-time, onsite position at The RealReal’s Palo Alto retail location. The role includes customer and consignor engagement, processing consigned items to company quality standards, supporting store operations, and coordinating opening and closing procedures as a keyholder.
Requirements
- At least 2 years of retail experience in a customer-facing or business-facing position.
- Ability to work flexible hours to meet business needs, which may include holidays, evenings, and weekends.
- Dedication to delivering an elevated experience to customers and employees.
- Ability to problem-solve to meet customer needs.
- Positive, friendly demeanor and ability to represent The RealReal brand with integrity and professionalism.
- Receptiveness to feedback and ability to objectively review personal performance and strive for excellent results.
- Comfort with ambiguity and ability to find creative solutions through appropriate partnerships.
- Strong organizational and time-management skills, including balancing competing priorities without showing stress or frustration.
- Ability to excel in a dynamic, fast-paced environment.
Nice To Haves
- Previous luxury or consignment retail experience.
- Proficiency with Google Suite and Salesforce.
- Experience using the Mac iOS operating system.
Responsibilities
- Educate customers about The RealReal’s mission, sustainable fashion, and business structure.
- Drive sales through customer engagement, suggestive selling, and product knowledge.
- Explain the consignment process and set appropriate expectations with consignors during drop-off.
- Review and process items for shipment, ensuring they are cataloged and meet The RealReal’s quality standards.
- Handle products according to the highest quality standards.
- Provide a high level of service while managing multiple customer journeys simultaneously.
- Build brand loyalty by delivering a best-in-class customer experience.
- Conduct daily outreach to existing customers to drive traffic to the retail store.
- Support consignor relations issues.
- Assist with opening and closing procedures.
- Support daily store tasks, including replenishing supplies and merchandise and maintaining brand standards.
- Perform and coordinate store opening and closing procedures in compliance with company procedures.
- Support management with training, developing, coaching, and motivating team members.
- Perform other duties as assigned.
Benefits
- $750 monthly bonus at target.
- Employee Stock Purchase Plan.
- 401(k) with company match.
- Medical, dental, vision, and commuter benefits at applicable locations.
- Paid parental leave.
- 9 paid company holidays.
- 18 paid time-off days, accruing from the 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
