Title : Head of Shop; General Manager - SoHo Flagship

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.

• 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 Real Real’s Diversity, Equity, and Inclusion training while actively collaborating with your team 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

• 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 work forces 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%

• Knowledge of clienteling, consignment, sustainability, circular economy, and luxury retail
• Bachelor’s degree 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…