Customer Experience Lead (Keyholder) - San Francisco
The RealReal, San Francisco, CA, United States
About The Role
The Customer Experience Lead is a key driver within the retail store, responsible for delivering exceptional customer service, supporting consignment product generation, driving sales, and providing client services. This role requires a self‑motivated, goal‑oriented individual who thrives in a fast‑paced, metrics‑driven team environment. The Lead will motivate the team, coach associates, and play an active role on the sales floor 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 consignors during drop‑off
Carefully review and process all items for shipment, ensuring they are cataloged and meet 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 the retail store
Support consignor relations issues
Assist with opening and closing procedures
Support daily store tasks such as replenishing supplies, replenishing merchandise, and maintaining brand standards
Keyholder Responsibilities
Perform and coordinate 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 of 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 both customers and employees
Ability to problem‑solve to meet customer needs
Positive, friendly demeanor and ability to represent the TRR brand with integrity and professionalism at all times
Receptive to feedback to improve performance; objective in reviewing one’s own performance and pushing for excellence
Comfortable with ambiguity and finding creative solutions through appropriate partnerships to achieve desired outcomes
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 macOS operating system
Compensation, Benefits, + Perks
$750 bonus per month (at target)
Employee Stock Purchase Plan
401(k) with company match
Medical, dental, vision & commuter benefits (applicable locations)
Paid parental leave
9 paid company holidays
18 paid time‑off (PTO) days (PTO starts accruing on first day of work)
Find out more about our benefits here.
The expected hourly rate for this role is $26.00–$30.00. Salary is just one component of TRR’s total rewards package; additional eligibility for bonus, incentive pay, and benefits may apply depending on role.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, featuring 37 million members. With a rigorous authentication process overseen by experts, we provide a safe and reliable platform for consumers to buy and sell luxury items, while supporting a circular economy. We handle all consignor work, including authentication, pricing, photographing, listing, and shipping.
We are an equal‑opportunity employer and are committed to providing opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, expression, or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Legal disclosures and the Diversity, Equity, and Inclusion program are available here.
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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 consignors during drop‑off
Carefully review and process all items for shipment, ensuring they are cataloged and meet 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 the retail store
Support consignor relations issues
Assist with opening and closing procedures
Support daily store tasks such as replenishing supplies, replenishing merchandise, and maintaining brand standards
Keyholder Responsibilities
Perform and coordinate 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 of 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 both customers and employees
Ability to problem‑solve to meet customer needs
Positive, friendly demeanor and ability to represent the TRR brand with integrity and professionalism at all times
Receptive to feedback to improve performance; objective in reviewing one’s own performance and pushing for excellence
Comfortable with ambiguity and finding creative solutions through appropriate partnerships to achieve desired outcomes
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 macOS operating system
Compensation, Benefits, + Perks
$750 bonus per month (at target)
Employee Stock Purchase Plan
401(k) with company match
Medical, dental, vision & commuter benefits (applicable locations)
Paid parental leave
9 paid company holidays
18 paid time‑off (PTO) days (PTO starts accruing on first day of work)
Find out more about our benefits here.
The expected hourly rate for this role is $26.00–$30.00. Salary is just one component of TRR’s total rewards package; additional eligibility for bonus, incentive pay, and benefits may apply depending on role.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, featuring 37 million members. With a rigorous authentication process overseen by experts, we provide a safe and reliable platform for consumers to buy and sell luxury items, while supporting a circular economy. We handle all consignor work, including authentication, pricing, photographing, listing, and shipping.
We are an equal‑opportunity employer and are committed to providing opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, expression, or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Legal disclosures and the Diversity, Equity, and Inclusion program are available here.
#J-18808-Ljbffr