The RealReal
Customer Experience Lead (Keyholder) - Greenwich
The RealReal, Greenwich, Connecticut, us, 06831
Overview
Customer Experience Lead (Keyholder) - Greenwich at The RealReal. 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. You are goal-oriented, customer obsessed and driven to achieve and exceed sales goals, with a passion for sustainable luxury fashion. You thrive in a fast-paced, metrics-driven, team environment and help motivate the team, play an active role on the sales floor, and coach associates as part of the store management team.
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
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
Employee Stock Purchase Plan
401K with Company Match
Medical, Dental, Vision & Commuter Benefits (applicable locations)
Paid parental leave
18 PTO days (accrues from first day) and 10 paid holidays
The expected hourly rate for this role is $28-$28. To determine starting pay we carefully consider a variety of factors, including location and candidate qualifications. Salary is one component of TRR’s total rewards package, which may include a bonus program, incentive pay and benefits.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. We authenticate items with in-house gemologists, horologists, and brand authenticators to provide a safe platform for buying and selling luxury goods. We emphasize sustainability and circular economy practices, offering services such as free virtual appointments, in-home pickup, drop-off, and direct shipping. The RealReal is committed to 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The physical demands described are representative of those that must be met to perform the essential functions of this job.
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Customer Experience Lead (Keyholder) - Greenwich at The RealReal. 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. You are goal-oriented, customer obsessed and driven to achieve and exceed sales goals, with a passion for sustainable luxury fashion. You thrive in a fast-paced, metrics-driven, team environment and help motivate the team, play an active role on the sales floor, and coach associates as part of the store management team.
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
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
Employee Stock Purchase Plan
401K with Company Match
Medical, Dental, Vision & Commuter Benefits (applicable locations)
Paid parental leave
18 PTO days (accrues from first day) and 10 paid holidays
The expected hourly rate for this role is $28-$28. To determine starting pay we carefully consider a variety of factors, including location and candidate qualifications. Salary is one component of TRR’s total rewards package, which may include a bonus program, incentive pay and benefits.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. We authenticate items with in-house gemologists, horologists, and brand authenticators to provide a safe platform for buying and selling luxury goods. We emphasize sustainability and circular economy practices, offering services such as free virtual appointments, in-home pickup, drop-off, and direct shipping. The RealReal is committed to 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The physical demands described are representative of those that must be met to perform the essential functions of this job.
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