Head of Shop

About The Role The Head of Shop for our high volume Flagship store is responsible for managing the values and attitudes of the employees they lead to provide exceptional customer service, drive our metrics and achieve our business goals. The Head of Shop leads the management team, including an Assistant General Manager of Supply, an Assistant General Manager of Demand, a Visual Sales Manager, and an Operations Manager. This role requires strategic thinking and a track record of driving results and developing future leaders. The Head of Shop manages and motivates the team to drive supply and demand, and collaborates with cross‑functional teams to maximize results. What You Get To Do Everyday Achieve supply and demand goals by creating an environment of exceptional client experience leveraging superior service, clienteling, and partnership with Valuation Managers Develop and execute business plans that align with the company’s short- and long-term business strategies and KPIs Plan and execute events and community engagement to build local brand awareness Build effective teams and develop talent Communicate effectively with the team, your supervisor, and clients Instill trust and ensure accountability Evaluate employee performance and create development plans to build team performance, engagement and retention Provide consistent coaching and constructive feedback that inspires and motivates Actively commit to maintaining a diverse team and creating an inclusive environment by prioritizing The RealReal’s Diversity, Equity, and Inclusion training while actively collaborating on solutions that promote equity and belonging Lead by example on the sales floor Ensure training on compliance with inventory‑management standards, policies, and procedures Utilize inventory reporting tools, create and execute action plans to manage orders, inventory and maximize the potential of all product categories Ensure team adheres to company standards for attendance, breaks and meals, product integrity, respectful workplace, anti‑harassment and anti‑discrimination guidelines, health and safety protocols, and daily communication Collaborate with Operations leaders to ensure fulfillment activities meet warehouse standards and our online clients receive their packages based on our standard service level Utilize strategic scheduling to ensure the right number of team members with the right skill sets are scheduled at peak times and that breaks, and meals are allocated and recorded appropriately Execute company merchandising strategy, and train and manage the team to take pride in a clean and beautiful shopping environment What You Bring To The Role Minimum Requirements: 3+ years experience, in the role of Multi‑Unit Manager, District Manager, Area Manager, or high‑volume Flagship management Excellent organization and time‑management skills--especially multitasking and prioritizing competing demands Excellent analytical, critical‑thinking, problem‑solving, and troubleshooting skills Comfort with ambiguity and creating best practices to help scale and solve challenging problems Strong team‑building skills in hiring, training, scheduling, driving employee engagement, and performance management Experience working with a commissioned sales or retail organization and/or operationally intensive business Strong interpersonal skills and the ability to communicate, advocate and interact effectively with diverse workforces in a highly matrixed organization Strong customer service orientation, clienteling abilities, floor management and sales skills Ability to work in a fast‑paced environment and build multiple cross‑functional team relationships Ability to work flexible hours to meet the needs of the business which may include holidays, evenings and weekends Ability to travel 25% Preferred Requirements: Knowledge of clienteling, consignment, sustainability, circular economy, and luxury retail Bachelor’s degree--preferable in Business or related fields Advanced skills in MS Excel, Google Sheets, Google Suite, Apple hardware, and adaptability to other technology or systems as provided Comfortable with technology and learning multiple software applications in order to accomplish daily deliverables and teach/support the learning processes Fluency in Spanish, French, Mandarin or other languages a plus 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 expected salary range for this role is $134,558.00-$153,780.00. 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 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. #J-18808-Ljbffr