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About the Role
The Senior Manager, Community Management will build and lead The RealReal’s community presence, initially focused on Reddit with the opportunity to expand to other platforms. This role shapes how The RealReal participates in communities where customers form opinions about our brand, authentication, condition standards, service, and luxury resale, strengthening brand trust and influencing discovery through authentic participation, transparency, and responsive engagement. It is a strategic and hands-on role requiring strong brand judgment, deep Reddit fluency, and the ability to act independently.
Responsibilities
- Develop and execute The RealReal’s Reddit-first community strategy, including priority communities, participation model, account approach, governance, and roadmap
- Serve as the hands-on voice of The RealReal, creating posts, comments, and responses that are timely, useful, and appropriate to each community
- Build trusted relationships with moderators and community members through consistent, non-promotional participation
- Exercise independent judgment about when and how the brand should engage, escalating sensitive legal, authenticity, safety, media, or reputational issues
- Partner with CX to acknowledge and triage customer issues, initiate resolution workflows, and close the public communication loop
- Participate in a shared evening and weekend coverage rotation with CX for urgent community conversations
- Create Reddit-native content and develop briefs or first drafts for educational content with relevant experts and teams
- Establish a cost-effective roadmap for monitoring, listening, and community-management tools
- Partner with SEO/AEO teams to connect community activity with organic and AI-search priorities
- Translate community conversations into recurring insights, highlighting customer pain points, reputational risks, and opportunities
- Establish engagement guidelines, response standards, escalation protocols, moderation principles, and account governance
- Measure performance across response time, resolution closure, engagement quality, sentiment, community health, priority conversation coverage, and shared SEO/AEO outcomes
Requirements
- 8 to 10 years of experience in community management, social media, brand communications, reputation management, or a related field, including several years directly operating on Reddit
- Demonstrated success building and managing an authentic brand or organizational presence on Reddit
- Deep understanding of Reddit culture, subreddit norms, moderation practices, account credibility, and effective brand participation
- Exceptional writing skills and the ability to communicate with clarity, empathy, and sound judgment
- Strong brand and reputational judgment, with the ability to make independent decisions in ambiguous, fast-moving environments
- Experience creating platform-native content and briefing creative teams or subject-matter experts on more developed content
- Experience managing public customer concerns or reputational issues with CX, Communications, Legal, or operational teams
- Ability to move fluidly between strategy and execution
- Experience with social listening, community monitoring, moderation, reporting, and workflow tools
- Strong analytical skills and the ability to translate community conversations into clear business insights
- Strong cross-functional leadership skills
- Flexibility to support urgent issues outside standard business hours as part of a shared coverage model
- Experience with a consumer-facing brand with a complex customer experience or meaningful reputation considerations
- Experience in luxury, fashion, retail, resale, marketplaces, or e-commerce
- Experience building a community-management program from the ground up
- Familiarity with the role community platforms play in SEO, answer-engine optimization, and digital brand reputation
Skills
- Community Management
- Social Media
- Brand Communications
- Reputation Management
- Content Creation
- Customer Experience
- SEO
- AEO
- Social Listening
- Community Monitoring
- Moderation
- Reporting
- Workflow Tools
- Analytical Skills
- Cross-functional Leadership
Location
- Remote
Work Type
- Full-time
Experience Level
- Senior Manager
- 8-10 years experience
Salary/Compensations
- $130,000-$165,000
Benefits
- 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)
About the Company
- The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 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.
Equal Opportunity
- 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.