Luxury Retail: Customer Experience Lead & Keyholder

The RealReal; Houston (TX); On-site; USD 54,000 - 62,000; Full time

Benefits offered by this job

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental, Vision & Commuter Ben

Paid Parental Leave

9 Paid Company Holidays

18 PTO Days

Bonus program

Job summary

The RealReal is seeking a Customer Experience Lead in Houston to drive exceptional service, sales, and consignor relations on the store floor. You will coach associates, motivate the team, and play an active role in daily operations while meeting ambitious sales targets.

Full-time role with 40 hours per week, requiring flexibility including evenings and weekends. This position emphasizes sustainable luxury fashion, customer obsession, and a metrics-driven, team-oriented environment.

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 in order to meet the needs of customers.
• A positive, friendly demeanor with integrity and professionalism at all times.
• Receptiveness to feedback and ability to improve performance.
• Comfortable with ambiguity and creating solutions with partnerships.
• Strong organizational and time management skills.
• Ability to excel in a dynamic, fast paced environment.

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.

Skills

Retail experience

Customer service

Sales

Problem solving

Time management

Communication

Team leadership

Adaptability

Tools

Google Suite

Salesforce

Mac iOS

Job description

The RealReal is seeking a Customer Experience Lead in Houston to drive exceptional service, sales, and consignor relations on the store floor. You will coach associates, motivate the team, and play an active role in daily operations while meeting ambitious sales targets.

Full-time role with 40 hours per week, requiring flexibility including evenings and weekends. This position emphasizes sustainable luxury fashion, customer obsession, and a metrics-driven, team-oriented environment.