Customer Experience Lead; Keyholder - Madison Ave

About The Role

The Customer Experience Lead serves as a key driver within the retail store to provide exceptional customer service, support supply (consigned product) generation, sales, and client services. The role requires a goal‑oriented, customer‑obsessed individual who thrives in a fast‑paced, metrics‑driven, team environment. As part of the store management team, the Lead will motivate the team to achieve goals, play an active role on the sales floor, and coach associates.

• Educate customers on The Real Real’s mission of sustainable fashion and business structure
• Drive sales through customer engagement, suggestive selling, and sharing product knowledge
• Clearly communicate the 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 store daily tasks, such as replenishing supplies, replenishing merchandise, and maintaining brand standards

• 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

• 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
• Strong problem‑solving skills to meet customer needs
• Positive, friendly demeanor with the ability to represent the TRR brand with integrity and professionalism at all times
• Receptiveness to feedback to improve performance; objective review of own performance levels; pursuit of great performance
• Comfort with ambiguity and creative problem solving 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

• Previous luxury or consignment retail experience
• Proficiency with Google Suite and Salesforce
• Experience using Mac iOS operating system

• $750 bonus/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 the first day of work)

The expected hourly rate for this role is $26.00–$30.00. Salary is based on location, skills, experience, market demand, and internal parity. Employees may also be eligible for a bonus program, incentive pay, and additional benefits.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision. 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.

The Real Real 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.