Director, Client Experience Strategy

The Director, Client Experience Strategy is a key member of our Business Operations leadership team, responsible for ensuring TRR is able to provide a world-class experience across the consignor and customer journey. This person will be responsible for establishing a long term vision and roadmap for enhancing operational processes, technology and analytics to support customer and consignor experiences.

Decisions made by this leader have a significant impact on the overall image portrayed by, and experience consignors and customers have with, TheRealReal. As such, this leader's sound guidance and perspective are essential to effectively achieving the goals of the company.  The role will focus on increasing NPS while identifying cross-functional efficiencies between operations and other critical functions at TRR.

What You Get To Do Every Day

• Drives client-centric strategic priorities and programs for the organization, including key business operations functions around Client Services and Inventory Control 
• Helps to define and drive a best in class client experience, balancing process and technology priorities
• Is a thought leader, stays abreast of trends in the Support industry, and prepares the organization to scale in the face of multi-billion dollar company growth
• Builds highly effective, collaborative relationships with cross-functional peers 
• Builds strong relationships and alignment with key executives and leaders across the company, and particularly in Product, Engineering, and IT

What You Bring To The Role

• 10+ years experience in Client Support, Product Management, Supply Chain/ Operations or combination of functions within an ecommerce environment
• 5+ years driving strategic programs and central operational functions
• 5+ years driving business processes, analytics, change management
• 5+ years interacting with internal and customer executives
• Proven experience with customer-centric design and driving product development

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, consistent with legal requirements. 

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