Luxury Retail Experience Lead & Keyholder — $750 Bonus

The RealReal; Massachusetts; On-site; USD 35,817 - 41,328; Full time

Benefits offered by this job

Bonus program (target $750/mo)

Employee stock purchase plan

401(k) with company match

Medical, Dental, Vision & Commuter Ben

Paid parental leave

9 company holidays

18 PTO days

Diversity & Inclusion initiative

Job summary

The RealReal in Massachusetts is seeking a Customer Experience Lead to drive exceptional customer service on the sales floor. You will coach associates, motivate the team, and help achieve store sales goals within a fast-paced, metrics-driven environment.

As part of the store management team, you will engage customers, educate them on sustainable luxury fashion, and manage consignor relations while ensuring brand standards and smooth daily operations.

Qualifications

• Minimum 2+ years retail experience in customer-facing role.
• Ability to work flexible hours including holidays, evenings and weekends.
• Demonstrated commitment to delivering elevated customer experiences.
• Strong problem-solving and time management skills.

Responsibilities

• Educate customers on sustainable fashion and The RealReal's mission.
• Drive sales through engagement, suggestive selling, and product knowledge.
• Explain consignment process and set expectations with consignors.
• Review items for shipment, ensure cataloging and TRR quality standards.
• Maintain high quality handling of products and brand standards.
• Provide top-tier service across multiple customer journeys.
• Outreach to existing customers to drive store traffic.
• Support consignor relations and store operations including openings/closings.
• Assist with replenishing supplies and merchandise on the floor.

Skills

Retail experience

Flexible hours

Problem solving

Customer service

Brand representation

Organizational skills

Fast-paced environment

Tools

Google Suite

Salesforce

Mac iOS

Job description

The RealReal in Massachusetts is seeking a Customer Experience Lead to drive exceptional customer service on the sales floor. You will coach associates, motivate the team, and help achieve store sales goals within a fast-paced, metrics-driven environment.

As part of the store management team, you will engage customers, educate them on sustainable luxury fashion, and manage consignor relations while ensuring brand standards and smooth daily operations.