Customer Experience Lead (Keyholder) - Palo Alto
About The Position
The Customer Experience Lead serves as a key driver in the retail store, providing exceptional customer service and supporting consigned-product generation, sales, and client services. This goal-oriented, customer-focused role drives sales and helps the store management team motivate the team, achieve goals, and coach associates. The position is full-time and onsite at the Palo Alto retail location. The role involves educating customers about The RealReal’s sustainable-fashion mission and business structure; engaging customers and consignors; processing and reviewing items for shipment; maintaining product quality; supporting customer and consignor relations; and helping with store operations. As a keyholder, the employee performs and coordinates opening and closing procedures and supports management with team training, development, coaching, and motivation.
Requirements
- At least 2 years of retail experience in a customer- 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 brand with integrity and professionalism.
- Receptiveness to feedback and ability to objectively review personal performance and strive for strong 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 on The RealReal’s mission of sustainable fashion and business structure.
- Drive sales through customer engagement, suggestive selling, and sharing product knowledge.
- Clearly communicate the consignment process and set 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 quality standards.
- Provide high-level service while managing multiple customer journeys simultaneously.
- Build brand loyalty by delivering a strong customer experience.
- Contact existing customers daily to drive traffic to the retail store.
- Support consignor relations issues.
- Assist with store 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
- Target bonus of $750 per month.
- Employee Stock Purchase Plan.
- 401(k) with company match.
- Medical, dental, vision, and commuter benefits, where applicable.
- 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
