Leadership and Team Development. Lead, mentor, and inspire a high-performing client services leadership team. Foster a positive and collaborative team culture that prioritizes employee engagement, professional growth, and customer satisfaction. Foster rigor around coaching programs to enhance team skills and capabilities. Conduct regular performance reviews and provide constructive feedback to team members.
Strategic Planning and Execution. Develop and execute strategic plans for the client services department in alignment with overall business objectives. Collaborate with cross-functional teams, including Sales, Marketing, Operations and Product/Tech, to ensure a seamless customer journey. Forecast future customer service/client experience needs and proactively plan for resource allocation and technological advancements.
Operations and Workforce Management. Oversee daily client service operations, ensuring efficient and effective resolution of customer inquiries and issues. Implement and optimize workforce management strategies to ensure appropriate staffing levels and service level adherence. Work with local TRR team members as well as third-party CPO’s to deliver exceptional service levels and experience. Utilize data and analytics to monitor performance, identify trends, and make data-driven decisions. Manage customer service technology and systems, ensuring optimal functionality and user experience.
Business Growth and Retention. Develop and implement strategies to enhance customer satisfaction, loyalty, and retention. Identify opportunities to upsell and cross-sell products/services through exceptional customer interactions. Collaborate with sales and marketing teams to support new customer acquisition and onboarding processes.
Client Relationship Management. Build and maintain strong relationships with key clients, acting as an escalation point for complex issues. Gather customer feedback to inform product enhancements and service improvements. Represent the voice of the customer within the organization.
Continuous Collaborative Improvement. Champion a culture of continuous improvement within the client services department and across the company. Identify and implement best practices across client services. Inform and influence cross-functional peers on trends, gaps and opportunities to improve client experience. Regularly evaluate customer service processes and workflows for efficiency and effectiveness. Stay informed of industry trends and emerging technologies to drive innovation.
Minimum Requirements:
Bachelor's degree in Business Administration, Management, or a related field
Minimum of 10 years of experience in customer service management, with at least 5 years in a senior leadership role.
Minimum of 10 years of experience in contact center environment
Proven experience in team development and culture building.
Demonstrated ability in collaborative strategic planning.
Strong expertise in operation/workforce management.
Track record of contributing to business growth and retention.
Exceptional skills in client relationship management.
A champion of continuous improvement methodologies.
Excellent communication, interpersonal, and leadership skills.
Proficiency with customer service platforms (Zendesk, Gladly, Liveperson, Salesforce, Looker)
Preferred Requirements:
E-comm, Sales, Retail and warehouse operations experience
Experience in delivery client support for luxury retailers
Experience working with global teams
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.
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