What are the responsibilities and job description for the Customer Experience Lead position at The RealReal?
About The Role
Customer Experience Manager is part of the leadership team and able to open, close, and operate store using managerial discretion. This role will lead all functions of our omnichannel Core Retail Store, instructing teams on back-of-house tasks, sales goals and objectives, and creative directives to ensure the store is operational, productive and a solid experience is crafted for clients. They will make daily decisions using knowledge of TRR culture and values as well as exceptional experience in the core stores. They will coach employees as needed through daily analysis of store metrics goals.What You Get To Do Every Day
Manages and allocates tasks to the team in respect to the holistic pipeline of consignment products filtered through brick & mortar location, manage all logistics and back-end data management and physical movement of supply, communicating effectively to necessary teams on any exceptions or delays
Accountable for running the day-to-day operations of the store, adhering to standard operating procedures, service level agreements, procurement, and facility management, and selling as needed
Assist in training new retail core store team members and keeping all staff current on sales strategy
Synthesizes goals with real time information to drive strategy for activities and achieve results for all functional groups in the store while ensuring a consistent, exceptional customer experience.
Models and drives compliance all TRR policies and standard operating procedures (SOPs) are communicated effectively to employees, maintained and consistently followed.
Models and holds employees accountable to customer service and experience standards.
Responsible for location management and outbound logistics through UPS and/or van transfers
Accountable for accurate shipped units reporting and meeting supply plan.
Responsible for working with the Expert team to maintain alignment in experience and processes driving supply and creating a devoted customer base
All duties necessary for proper function of retail core store, including (but not limited to) sales, visuals, customer service, inventory management and shipping of consigned items
What You Bring To The Role
2 years (approx.) of experience selling in the luxury space
2 years (approx.) of experience working under budgets to create plans that hit required goals
Team player able to work effectively and collaboratively across all departments to meet goals and deadlines
Learns quickly and enjoys the challenge of unfamiliar tasks
Spends time efficiently on what is important and will drive the business
Thrives in a fast-paced, rapidly changing environment
Ability to make decisions in ambiguity
Uses facts and logic to solve problems
Is capable of working with a variety of people in multiple settings and styles
Excellent communication and team leading skills
Bachelor's degree from accredited college or university (preferred)
Cross-departmental project coordination and planning experience (preferred)
Experience directly or indirectly leading a team in daily operations (preferred)
Compensation, Benefits, Perks
Employee Stock Purchase Plan
401K with Company Match
Medical, Dental & Vision Insurance
Paid Parental Leave
9 Paid Company Holidays
Flexible Time Off (With Manager Approval)
Find out more about our Benefits here.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.
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. You can read about our Diversity Equity and Inclusion program here.
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.
Salary : $51,714 - $73,693
