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Customer Experience Manager (Retail Assistant Manager)

Company: The RealReal
Location: Palo Alto
Posted on: November 22, 2022

Job Description:

The Customer Experience Manager is an Assistant Manager and serves as a key driver within the retail store to support supply, sales & client services throughout our Retail stores at The RealReal. As a Client Experience Manager you are goal-oriented, client obsessed, driven to achieve/exceed sales goals and possess a strong desire to grow (or begin) your career in retail management positions. You're highly adaptable to change in a "start up" environment, passionate about luxury brands, fashion, and sustainability. Above all, you embody the TRR culture through collaboration, driving results, and building for the future.
Bonus - Benefits - Perks

  • Base pay PLUS 10% Bonus
  • Sick time, holiday pay & volunteer time paid
  • Employee Stock Purchase Plan (purchase stock at discounted rates)
  • Paid training program with robust career growth
  • 401K (with company matching up to $1,000)
  • Medical, Dental, Vision & Commuter Benefits
    What You Get To Do Every Day
    • Drive sales through engagement of clients, suggestive selling and sharing product knowledge
    • Provide a high level of service while navigating multiple customer journeys simultaneously
    • Educate clients on The RealReal mission and business structure
    • Build brand loyalty by delivering a best in class client experience
    • Outreach daily to existing clients to drive traffic to retail store
    • Lead the store team when Store Manager is not on site
    • Flex between all roles in the store as needed
    • Flagship based role will focus upon:
      • Providing manager on duty oversight for up to 6 employees- Retail Consignor Specialist
      • Opening/Closing responsibilities
      • Key holder
      • Working with manager to develop/train RCS team
      • Supporting consignor relations issues
        What You Bring To The Role
        • 2+ years Retail experience in a client/business facing position
        • Motivated by friendly competition and possesses a strong desire to win
        • Excels in a fast paced environment that is ever changing
        • Strong organizational and time management skills; able to balance competing priorities without showing stress, frustration
        • Remains solution oriented and dedicated to delivering an elevated experience to both clients and employees alike.
        • Demonstrates strong ability to establish trust and balance candor and discretion when dealing with sensitive information/situations.
        • Professional appearance and demeanor; always represents the TRR brand with integrity and professionalism at all times.
        • Leads by example and supports internal/external clients through education and empowerment
        • Able to relocate for desired growth opportunities within the retail fleet.
        • Strong ability to use technological tools with ease and patience.
        • Ability to commit to a flexible schedule at 40 hours per week including evenings, weekends, and holidays as needed.
        • Comfortable with ambiguity and finding creative solutions by taking appropriate partnerships to achieve desired business outcome.
        • Fluid with delivering performance feedback in the moment to team members to elevate and uphold peak performance levels amongst team members.
        • Open to development and remains objective when reviewing individual performance levels; does not settle for good and pushes for great performance.
        • Effectively communicates the needs of the business and advocates for the needs of the team in order to streamline business efficiencies.
          The expected salary range for this role is $51,714 - $73,693. 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 the world's largest online marketplace for authenticated, resale luxury goods, with more than 20 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 do 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 handling shipping and customer service. At our 13 retail locations, including our eight shoppable stores, customers can sell, meet with our experts and receive free valuations.
          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.

Keywords: The RealReal, Palo Alto , Customer Experience Manager (Retail Assistant Manager), Executive , Palo Alto, California

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