Client Manager

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods. Through our work, we are committed to contributing to a sustainable future, both for fashion and for our employees. Authenticity is a core component of our business; we value it in our products and we celebrate it across our teams by encouraging every TRR employee to bring their REAL authentic selves to work each day. We’re hiring, and we’d love for you to join our dynamic team!

The goal of the Client Manager is to oversee the inbound and outbound operations of the brick & mortar consignment office, including the client-facing experience and back-of-house consignment processes. A key focus for the client manager is managing the consignor experience with seamless scheduling, efficient and pleasant check-in and check-out process to provide an elevated consignment appointment.  This position is also a critical partner in maintaining the engagement and interaction with our cross-functional partners (Luxury Managers and Retail Partners) to ensure that we maintain the highest levels of customer experience and remain aligned with driving high-value growth in gathering supply through our diverse service offerings. This position will report to the Assistant General Manager of Supply and is physically based out of one of our flagship stores on a full time basis.

What You Get To Do Every Day

• Provide a luxury consignor experience by maintaining brand standards, providing exceptional customer service, and maintaining The RealReal’s core values. 
• Accountable for the day-to-day operations of the Luxury Consignment Office inside flagship stores, adhering to standard operating procedures, service level agreements, procurement, and facility management. 
• Oversee the holistic pipeline of consignment products filtered through brick & mortar location, manage all logistics and back-end data management and physical movement through numerous teams, communicating effectively on any exceptions or delays.
• Oversee all safety standards and loss prevention policies, managing all applicable audits for the Luxury Consignment Office. 
• Responsible for location management and outbound logistics through UPS and/or TRR van transfers.
• Accountable for accurate shipped units reporting and meeting supply plan.  
• Evaluate metrics to determine Expert contribution and partner with Expert team to balance productivity with daily tasks.
• Communicate and maintain relationships with the sales team to drive increased engagement with the retail Luxury Consignment Office/department by using our services. 
• Support the sales team with additional training and education on our guidelines and service offerings. 
• Assume client-facing responsibilities, including welcoming consignors and clients into The RealReal space and managing all compliance requirements with the in-store appointment process prior to their first meeting with the Valuation team.
• Responsible for working with the Retail Consignment Specialist and Expert team to maintain alignment in experience and processes. 
• Willingness to assist with other tasks and duties as assigned.

What You Bring To The Role

• Bachelor's degree from accredited college or university.
• 3+ years of experience working in the luxury goods industry in a client/business facing role.
• 2+ years of experience working with scheduling practices to create efficiencies and/or business plans to achieve deliverables and required goals.
• Cross-functional project coordination and planning experience required.
• Strong communication skills in verbal and written formats; strong ability to maintain professionalism and composure when cross-communication is required amongst multiple divisions to achieve desired outcome. 
• Strong attention to detail and flawless follow up to bring any open/pending matters to successful resolution. 
• Team player able to work collaboratively across all departments to meet goals and deadlines. 
• Learns quickly, thinks creatively and “outside the box” to achieve business outcomes.  
• Spends time efficiently, able to multi-task and balance competing priorities in a fast paced environment. 
• Can effectively function in a fast-paced environment without stress amidst rapid change, and uses good judgment to err in the best interest of the consignor/client and business at all times.
• Is pragmatic and logical when presented with challenges; uses facts and logic to solve problems and brings situations to a resolution.  
• Is capable of working with a variety of people in multiple settings and styles, and possesses high levels of emotional intelligence to deliver messages across multiple teams to achieve the desired goal/outcome.