Key Holder

Keyholder, Palo Alto

Location: Palo Alto, CA

Employment Type: Part‑Time or Full‑Time

Reports To: Store Manager

The Keyholder is fashion‑focused and highly client‑centric. With an emphasis on supporting client needs through personalized styling, this role serves as a brand ambassador, driving client engagement in‑store, with partners, and within the local community. The Keyholder supports daily store operations and all initiatives set by management, including delivering exceptional client service, maintaining store standards, providing operational support, ensuring strong visual presentation, and contributing to sales and KPI goals.

• Support floor coverage, financial targets, visual merchandising standards, client service, and operational functions in both front and back of house.
• Assist in executing business plans to grow the business and address performance opportunities.
• Culture: Act as a brand ambassador and help cultivate a positive, aligned store culture.
• Ensure the store environment consistently reflects the desired brand image.

• Support client acquisition and retention; build and nurture strong client relationships.
• Ensure the team delivers an outstanding client experience across all touchpoints (in‑store, virtual, and other channels).
• Follow through on the full customer journey to help ensure client satisfaction.
• Provide styling advice and product suggestions to meet client needs.
• Use a solution‑oriented approach to resolve customer service issues.

• In partnership with Store Management, support in‑store activations and events focused on client acquisition, retention, and long‑term relationship building.

• Work with Store Management to coach, motivate, train, and develop team members so they can achieve performance goals and grow within the organization.
• Contribute to a positive, collaborative work environment across the store and with cross‑functional partners.
• Support performance management efforts with store teams.
• Attend and actively participate in store meetings as needed.
• Help manage and resolve conflict in a professional and constructive manner.

• Support the visual presentation of the store and help ensure alignment with company standards.

• Support inventory‑related tasks as directed by Store Management, including receipts, reconciliations, and transfers.
• Safeguard company assets, including cash handling, inventory, and expenses.
• Support client consignment processes, ensuring quick turnaround, strong take rate, and timely return of merchandise.
• Support omnichannel services such as Order‑in‑Store, Ship‑from‑Store, Pickup‑in‑Store, and Reserve‑in‑Store, with attention to omni‑related KPIs.
• Help ensure store processes comply with legal, safety, and internal policies.
• Collaborate with cross‑functional partners as needed, including other stores, Operations, Visual, CRM, Retail Training, HR, Merchandising, and Regional Management.
• Take on additional responsibilities and projects as required by business needs.

• At least 1+ years of experience in a keyholder or similar retail leadership role preferred.
• Passion for fashion and experience in women’s and men’s apparel retail preferred.
• Ability to effectively create, manage, and meet deadlines.
• Familiarity with key retail performance indicators.
• Adaptable, open‑minded, an active listener, and compassionate.
• Strong organizational, written, and verbal communication skills.
• Proficiency in Microsoft Office 365.
• Comfortable using computer technology, including PC and iOS devices.
• Ability to travel approximately 10% of the time.
• Ability to climb ladders.
• Ability to lift 25+ lbs.

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