The RealReal, Inc.

Good day, and thank you for standing by. Welcome to the Real Reels Q3 2023 earnings conference call. At this time, all participants are in a listen-only mode. After the speaker's presentation, there will be a question and answer session. To ask a question during the session, you'll need to press star 1-1 on your telephone. You will then hear an automated message advising your hand is raised. To withdraw your question, please press star 1-1 again. Please be advised that today's conference is being recorded. I would like To introduce your host for today's call, Caitlin Howe, SVP of Finance. Please go ahead.

Thank you, Operator. Joining me today to discuss our results for the period ended September 30th, 2023, our Chief Executive Officer, John Corral, President and Chief Operating Officer, Rossi Levesque, and Chief Financial Officer, Robert Julian. Before we begin, I would like to remind you that during today's call, we will make forward-looking statements which involve known and unknown risks and uncertainties. Our actual results may differ materially from those suggested in such statements. You can find more information about these risks, uncertainties, and other factors that could affect our operating results in the company's most recent Form 10-K and subsequent quarterly reports on Form 10-Q. Today's presentation will also include certain non-GAAP financial measures, both historical and forward-looking, for which historical financial measures we have provided reconciliation to the most comparable GAAP measures in our earnings press release. In addition to the earnings press release, we issued a stockholder letter earlier today, both of which are available on our investor relations website. I would now like to turn the call over to John Correll, Chief Executive Officer of The RealReal.

Thanks, Caitlin, and welcome to our earnings call. Today we reported financial results for the third quarter of 2023. Revenue and adjusted EBITDA exceeded the high end of our Q3 guidance range, and GMV exceeded the midpoint of our guidance range. The third quarter of 2023 was our best quarter of adjusted EBITDA since the company's IPO in 2019. The improvement in our financial performance was largely driven by the consignor commission structure update we made late last year, our strategic decision to reduce direct revenue, and continued improvements in operational efficiency. If you recall, we overhauled our consignor rate card in November of 2022. This change helped us to do a couple of things. First, we were able to limit lower priced items, which in turn reduced our variable costs and improved our contribution margin per item. On the remaining portion of the lower value items and our mid-value items, we increased our take rate. You can see the impact of this change flowing through our P&L. The result in Q3 was that we grew consignment revenue by 10% while we purposely limited direct revenue, which over the course of the past few quarters has dramatically shifted the mix of our business and driven significantly higher gross margins. Finally, Our operations team in our authentication centers delivered efficiencies through improved processes. In Q3, these actions combined to deliver a higher average order value, higher gross margin rate, higher gross profit dollars, lower variable costs, reduced company-owned inventory, and a significantly improved adjusted EBITDA result compared to the prior year. Over the past few quarters, we have made significant changes to our business strategy and tactics, and we are seeing the benefits of these changes in our operational and financial results. I couldn't be more proud of this team for the fantastic work they have put together throughout this year. In September, we announced that Robert Julian will step down from his role as CFO at the end of January or when a new CFO assumes the position. As a result, this will likely be Robert's last earnings call. I want to personally thank Robert for his many contributions to the business and wish him the best in his future endeavors. I am pleased to report that the search for his replacement is well underway. Looking forward, we continue to project that we are on track to deliver positive adjusted EBITDA on a full year basis in 2024. In summary, our strategic shift to refocus on higher margin portion of the consignment business is delivering significant progress in our results. Overall, I'm excited about the trajectory of our business. We are well positioned to capitalize on our consignment business model as we continue to be the market-making leader in luxury resale. With that, let's open the call for questions.

And thank you. As a reminder, to ask a question, please press star 1-1 on your telephone and wait for your name to be announced. To withdraw your question, please press star 1-1 again. Please stand by while we compile the Q&A roster.

And one moment for our first question. And our first question comes from Mark Alswager from Bayard. Your line is now open. Mark, please unmute your line. If your line is muted, please unmute. Please rejoin using the Call Me feature. One moment for our next question. And our next question comes from Marvin Fong from BTIG.

Your line is now open.

Great. Good evening. Thanks for taking my questions. So I guess I'd just like to start with maybe just drilling a little bit deeper. Maybe just give us an update on the new revenue streams. So for example, I believe this past quarter you tested advancing some of those initiatives like increasing traffic and things like that. So maybe you could just kind of give us a an update on where things stand in terms of advertising and maybe the partnership strategy.

Yep. Marvin, thanks for the question. I'll start with that one. From an advertising perspective in Q3, all we did was really we launched in July and we did a lot of experimentation. It's still not any material results in Q3 whatsoever. And we have yet to launch warranty return insurance As well, we're looking more towards Q4 for both of those. And then what we've referred to in past conversations as virtual inventory, that is actually not planned to launch or make any material impact until 2024. So if you really look at it, this is a story that is all 100% about our core business and getting our core business where we want it to be and building from that position of strength.

Terrific. And maybe just as a follow-up, I mean, it looks like in reflection of all the improvements you guys made, so ops and tech costs was down quite a bit, even though orders, I think, was up sequentially a little bit. So it sounds like you're processing orders at a lower cost per order. Just could you just kind of drill down into that a little bit further? I mean, is there more that you can do there in terms of automation or whatnot, or should we kind of think about you having to kind of achieve your cost objectives there?

Hey, Marvin, this is Robert. I'll take that one. And you're right. We have seen very considerable efficiency and productivity in our operations, including in tech. You know, we've invested a lot in new technology and automation and so on, and you're seeing it in our results. I don't know if there's another huge step function improvement from where we're at. We're always looking for productivity and efficiency. We've talked about in the past that, you know, 3% to 5% of productivity is a reasonable range, and we'll always be driving for that sort of in the spirit of continuous improvement. But you're right. We have seen good efficiency and productivity, and we've seen the results of the investments we've made.

Okay, great. Thanks for that, Robert, and good luck on your next endeavors.

Thanks, Marvin. And thank you. And one moment for our next question. And our next question comes from Mark Alswager from Baird. Your line is now open.

Good afternoon. Can you hear me all right?

Sure can.

Wonderful. Thanks for taking the question, and, Robert, best wishes to you. Thanks, Mark. So I wanted to ask about active buyer growth. That did decelerate this quarter, I think close to flat or up 1% year over year. I know that's a metric that has been positive in recent quarters and cited as perhaps evidence that the resale buyer isn't slowing down. So I guess a couple things. One, are you surprised by the trend? And maybe can you elaborate on any changes in buyer behavior that you're seeing? And two, any implications regarding how you're planning 2024 and the level of profitability you expect to achieve, given some of the shifts that are happening there?

Yes. Hi, Mark. I'm going to take the first part of the answer and I'll pass it along. So, as far as active buyers are concerned, we did see a meaningful deceleration, but it was also expected. So, remember the changes we made in the back half of 2022 were purposely decelerating our growth and shrinking kind of those unprofitable categories and those unprofitable units. So, a lot of those items under $100 and some of that volume and categories. So, again, it was expected that we would shrink our active buyers and, again, driven out of that low value.

Hey, Mark. And the other thing, this is Caitlin. The other thing that I would just add is, you know, one of the other metrics that we look at for the health of the business is just new members, right? And so that was up, again, a million versus last quarter. And so we feel good, like we still have momentum in the business. And so, as Rafi mentioned, the active buyers piece was something that we did expect in the near term.

And Mark, you did ask at the very end of your question about how that might impact our expectations for 2024. And I would just say that we continue to reiterate that we're on track to being positive adjusted EBITDA in 2024, all things considered.

Yes. And just to add on a little more to that, we're looking at, to Caitlin's point, the health of the business as far as the quality of those buyers, how much are they spending and What are they looking at mid and high value and so forth? There's other metrics we can look at there as far as the health of the buyer.

Okay, thank you. And as a quick follow-up, and apologies if I missed that, I was redialing in during the first question, but just regarding the Q4 outlook, you essentially held the EBITDA guide while the GMV and sales are a bit below what was implied in the prior outlook. I was hoping you could unpack that a bit more and just in terms of the unchanged EBITDA, how much of that is some incremental cost efficiencies you're finding versus any shifts in revenue mix or other factors. Thanks again.

Yeah, Mark, this is Robert. I'll take that. And I would just say that, you know, our guide for Q4, you know, there is a certain amount of uncertainty here. in the markets today. And there's a lot going on globally, geopolitically with the economy. And so we're, we're just being a little bit prudent and cautious, I would say, in taking that all into account. There's nothing in our expected results for Q4 that indicates some kind of change in trend or any backtracking or anything else that might be negative other than just a little bit of uncertainty and, uh, You know, we'll see how things progress. But just, again, trying to be prudent in taking all of that into account. But the things that have improved our results and you saw in Q3 are expected to continue. And they're largely structural of what you've seen in our results in Q3. And so there's nothing to be gleaned or nothing hidden in terms of the Q4 results in terms of that progression going from Q3 to Q4.

And thank you.

And one moment for our next question. And our next question comes from Ike Borrocho from Wells Fargo. Your line is now open.

Hey, everyone. A couple quick questions for me. Congrats on the gross margin this quarter of 70%. That's great to see. I know there's some seasonality, but now that you've kind of improved the efficiencies in the business, and got the gross margins up there. Is that a run rate we should use? I think three months ago you said you thought you could get to the high 60s exiting the year. Just kind of curious how we should think about gross margin in the fourth quarter. And then my second question is, you know, another reiteration of the adjusted EBITDA profitable by next year. Just be helpful if there's any KPIs you can kind of give us that underpin that, whether it AOV or gross margin or just anything to kind of help us understand what's underpinning that assumption that you guys continue to reiterate.

Thank you. Hey, this is Robert. I'll take that. Regarding the gross margin in Q3, as I mentioned earlier, the changes we made are largely structural. And so we had a rate card change back in November, structural change. We have reiterated eliminating the direct business, and that is a permanent shift to a much lower proportion of our total revenue coming out of direct, which improved our mix and improved gross margin. We've also seen in Q3 a beginning of a return to the margin within the direct business improving. And when we had some quarters as we were trying to get rid of the work through the old inventory and work our inventory down, we were doing some pretty significant discounting of that direct inventory, that direct owned inventory. And we had some quarters where we had zero or even negative reported gross margin. And what you've seen is a return to positive margin for the direct business. And that's also a return to normal and more structural. So the idea, and I kind of hinted around and maybe I was a little bit coy about the potential of our gross margin, and maybe we can scare a seven handle in terms of gross margin. And And I think that this level of gross margin is the new normal. And in fact, as we continue to see a little bit of improvement in the direct margin within that category, you may actually see a little bit of improvement in gross margin from this level. But I think it's largely something that you can model and expect in this low 70s range for gross margin.

Yeah, I couldn't agree more, Robert. And also... As it relates to your 2024 question, Ike, I think basically what you can do is take what you've seen from us in terms of gross margin and the efficiencies that we've introduced to the core business and say, okay, we've said low double-digit growth, so somewhere around 10% growth. You add with that the new revenue streams. You add with that virtual inventory that complements our core business so well, and that's where we are very pleased with the potential progress that we can make and deliver on that commitment. Great.

Thank you. And thank you.

And one moment for our next question. And our next question comes from Tom Nickake from Wedbush Securities. Your line is now open.

Hey, everyone. Thanks for taking my question. So the changes you made to the model, I guess we're pretty much lapping it now. Do you think that you'll continue to see benefits from the changes? Do you think you'll continue to see take rate move higher? You'll continue to see lower mix of the low value items? Or now that we've lapped it, we've picked the low hanging fruit, and then from here, further improvement is going to come from other initiatives.

Hey, Tom. This is Robert. Thanks for the question. One thing that I would say embedded in your question is this idea that we are now lapping the changes that we've made, and I'm not sure that's quite accurate. If you think about some of the changes we've made, and I do think that even Q1 of 2024 is going to have, you know, comparison to a Q1 from this year, there is still pretty big year-over-year change. We made the commission structure, the rate card change, November 1st. We've been working down our direct revenue as a percentage of revenue pretty consistently for the last few quarters, but not fully lapped on that either. And so I do think that there's still improvement in the We talked about at the beginning of this year that the changes that we have made, you're going to see really impact the second half of 2023. And that has proven to be very true and accurate. And so the first half of 2023 still has some impact on a year-over-year basis going into 2024. So you should expect some improvement, what I would call a rollover effect from of getting the full year effect of the things we did in 2023 reflected in the 2024 results. And that will come in Q1 and Q2. So there's still a little ways to go in terms of lapping the entire impact of the changes we've made to the business model.

Understood. Thanks very much. And, Robert, best of luck in your future endeavors.

Thank you, Tom. And thank you.

And one moment for our next question.

One moment for our next question. And our next question comes from Edward Yerma from Piper Sandler. Your line is now open.

Hey, good afternoon, guys. Thanks for taking the question. I guess first, now that you're pushing fewer units through the authentication facilities, are you seeing any kind of dis-efficiencies as a result of that? And then just as a follow-up, back on the macro commentary, were you actually observing software trends quarter to date, which drove the guidance revision, or is it simply just lots of stuff in the press and just concern about holiday spend overall? And then maybe one other follow-up. I know historically you have out-of-policy returns that kind of juice the direct numbers post the holiday season. Have there been any changes to return policies? Thank you.

All right. I can start there. Thank you, Ed. So I'll start with your last question first. Out-of-policy returns, because that's an easy one. We're not seeing any changes there at this time. So pretty flat to what we've seen in the past, as far as historic numbers go. The first question on less units coming through, are you seeing less efficiencies? No, we are not seeing less efficiencies in OPEX specifically, or operations, and I'm talking about, and that's because a lot of what we did, and a lot of the investments, like Robert mentioned earlier, was around accelerating operations and their efficiency. So transportation, you've heard us talk about carrier diversification. All of that is coming into fruition. Inventory control, making sure that we're getting tighter about each item coming through the process, also adding efficiency. So just making things a little bit tighter throughout the process. So we really feel good about the direction and the impact that we've had there with our investments. And then as far as on the macro piece, And I'll let, you know, Coral and Robert add in as far as the prudent kind of guidance. So it's a little bit of a mix as far as what we're seeing on buyer behavior. First of all, I want to say supply is really healthy and good. We always said we were a supply-constrained business. That is solid right now, and we're feeling really good about where we're going there. The consumer is quite healthy in fine jewelry, watches, handbags, that marquee product. So that is good news. Where we are seeing some softness is in ready-to-wear. So it's kind of a category-specific answer, and we're seeing the consumer be a little bit more promotion kind of sensitive to that. So we're watching for that. And, again, nothing that we're alarmed about, but we think it's the right thing to do to be kind of prudent in our guidance.

Yeah, no, I think it's a real opportunity, honestly, Edward, for us to – We were a lot more precise in the promotions we were running to juice supply. When we made the commission changes, we really saw a pullback not only in low value, but we also had some softness and some mid-value. So we got a little bit promotional there, and we had a little bit of a blunt instrument approach. We're a lot more surgical now, talking to specific customers about specific actions. And with that capability, it was built in such a way that when we're building the personalization, we can use the exact same personalization capabilities capabilities to solicit demand. So you haven't heard us talk about demand much, not at all since I've been here, where we've always talked about being a supply constrained business. Now, there are certain elements and certain categories and certain price points where we actually do have to adjust our prices, right? And where we do have to actually become a little bit more promotional. But the good news is we have a very large pool of members to draw from, and we can actually see a lot of their behavior Even in the absence of transactions, we can see how many people are obsessing certain products, how many people are visiting the site on a regular basis. We're observing all those macro and micro trends together to see what we have to do to make sure that we keep the throughput going through the business at the right pace.

Maybe just as a follow-up to that, does that mean you're adjusting kind of the payouts? I mean, not the grid, obviously, but kind of what you initially expect to pay out to the consignors or...

When we had to be a little bit more promotional to drive supply earlier in the year, we had some promotional activity there. This is more on the actual buyer side now. So, you know, to reinitiate a lapsed customer, to get somebody to buy in a category that they haven't bought before, that's the type of promotions I'm talking about, Edward.

Thanks so much.

And thank you. And one moment for our next question. And our next question comes from Ashley Owens from KeyBank Capital Markets. Your line is now open.

Hi, thanks for taking the question. Just wanted to ask about marketing dollars as they came down during the quarter. Was this an intentional pullback or did you see some efficiencies? And then just any color on how we should think about the rate going forward would be helpful as well.

Yeah, so thank you for that question. As far as marketing efficiencies, that was an intentional pullback in some of the areas, but again, driven out of efficiencies. So we were able to segment out our base, again, from low value, mid value, high value consignors and customers, really target them in the right areas. You know, you heard us talk about mid value and how that was soft. looking at the supply specifically. So, the marketing team is doing a great job to, you know, continue to find those efficiencies in general. I'm sorry, was there a second part question?

Oh, yeah, just how we should be thinking about the rate going forward.

You know, we continue to operationalize that and find efficiencies. So, you know, like any other department, whether it's operations, marketing, sales, we'll continue to find efficiencies there. Great. Thank you.

And thank you. And if you would like to ask a question, that is star 11.

One moment for our next question. And our next question comes from Rick Patel from Raymond James.

Your line is now open.

Thank you. Good afternoon. Can you talk about what guidance assumes for the size of the direct business in the fourth quarter? And any thoughts on the right way to think about the size of the direct business in 2024 and to what degree you see it impacting GMV and revenue going forward?

Rick, this is Robert. I'll take that one. You saw in Q3 that our direct revenue as a percent of total revenue was in the low T. And to be honest, that's gotten down to a pretty low level. As we have mentioned before, there will always be some direct business. There's policy returns that drive direct business. There's found inventory. And sometimes it creates direct business. We have more or less stopped the open to buy generally, although there are some very specific items, very high demand items, whether it's Rolex watches or Hermes handbags or so on, that we may continue to do some purchases. And so there will always be some direct revenue, but this current level in the low teens is probably getting to be around the new normal. And so I think what you should expect is something very similar to that in Q4 and also going into next year.

And you touched on certain categories that are doing well. I think you mentioned fine jewelry, handbags, and watches. Can you touch on your supply of inventory for these categories that are working? I guess, how do you feel about how you're positioned to monetize this demand that's working?

You know, the good news about us is that we're quite dynamic when it comes to supply. Our sales team does a really nice job of bringing in the supply that the merchants need or the customers need at the right time. You know, we have definitely changed the way we're looking at supply versus units, like we've talked about in the past, to retail value. So that quality, that higher-end product, the sales team gets more points for, for example. So, you know, as far as watches are concerned, handbags, jewelry, you know, quite healthy when I look at, again, mid- and high-value products. year over year as far as inventory to sell. So, you know, the team does feel good about supply through the end of the year, so that puts us in a good place in Q1 as well.

Thanks very much. All the best. Thank you.

And thank you. And I am showing no further questions. I would now like to turn the call back over to John Corral for closing remarks.

Thank you. Thank you for joining us today. Before closing the call, I want to take a moment to thank our team at The RealReal. I am humbled to work with such a dedicated, passionate and professional workforce. Thank you for your daily efforts to fulfill our mission of sustainability, live out our values of excellence and move our business forward. I'd also like to thank our more than 34 million members that are joining us on our mission to extend the life of luxury and make fashion more sustainable. Thank you.

This concludes today's conference call. Thank you for participating. You may now disconnect.