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Customer Experience Lead - West Hollywood-1

Customer Experience Lead - West Hollywood-1

The RealRealLos Angeles, CA, US
30+ days ago
Job type
  • Full-time
Job description

Customer Experience Lead

The Customer Experience Lead is a key driver within the retail store to provide exceptional customer service, support supply (consigned product) generation, sales, and 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
  • 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

  • 2+ years retail experience in a customer or business-facing position
  • Ability to work flexible hours to meet the needs of the business
  • 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 Paid Time Off (PTO) Days & 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 primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR's total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

    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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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.

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    Customer Experience Lead • Los Angeles, CA, US