Customer Experience Lead (Keyholder) - Manhasset

The RealReal; New York (NY); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Employee Stock Purchase Plan

401K with Company Match

PTO & Holidays

Bonus $750/month

Job summary

The RealReal seeks a Customer Experience Lead to drive exceptional service, support consignor relations, and lead in-store sales in New York. You will motivate the team on the sales floor, coach associates, and manage daily store operations to maintain brand standards.

You are goal-oriented, customer-obsessed, and thrive in a fast-paced, metrics-driven environment. Flexibility, strong communication, and a passion for sustainable luxury fashion are essential.

Qualifications

• 2+ years retail experience in a customer or business-facing position.
• Ability to work flexible hours including 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 representing the TRR brand with integrity.

Responsibilities

• Educate customers on The RealReal’s mission of sustainable fashion and business structure.
• Drive sales through customer engagement, suggestive selling, and product knowledge sharing.
• Communicate consignor process and set proper expectations during drop off.
• Review and process items for shipment, cataloging to TRR quality standards.
• Ensure product is handled to the highest quality standards.
• Provide high-level service while managing multiple customer journeys.

Skills

Customer service

Sales

Team leadership

Communication

Problem solving

Job description

About The Role

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.

What You Get To Do Every Day

• 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

Keyholder Responsibilities

• 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

What You Bring To The Role

Minimum 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

Preferred Requirements

• Previous luxury/consignment retail experience
• Proficiency with Google Suite and Salesforce
• Experience using Mac iOS operating system

Compensation, Benefits, + Perks

• $750 bonus/month (at target)
• Medical, Dental & Vision Insurance
• Employee Stock Purchase Plan
• 401K with Company Match
• Paid Time Off (PTO) Days (PTO starts accruing on first day of work and at an accrual rate of 5.54 hours per pay period) & Paid Holidays
• Find out more about our Benefits here.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.