Senior Manager, Community Management

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 strategically important platforms.

Sitting within Brand Strategy & Integrated Marketing, this role will shape how The RealReal participates in communities where customers form opinions about our brand, authentication, condition standards, service, and luxury resale. Through authentic participation, transparency, and responsive engagement, this person will strengthen brand trust and the community signals that influence organic and AI-powered discovery.

This is a strategic and hands-on role. The Senior Manager, Community Management will define the approach and operating model while personally monitoring conversations, creating posts and responses, building community relationships, and determining when to engage or escalate.

The role will partner closely with our CX team. Community Management will own the public interaction, initial response, escalation, and appropriate closure, while CX investigates and executes customer-specific resolutions. Success requires strong brand judgment, deep Reddit fluency, and the ability to act independently in fast-moving situations.

What You Get To Do Every Day

• 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

What You Bring To The Role

Minimum 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

 

Preferred Requirements:

• 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

Compensation, Benefits, + Perks

• 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 expected salary range for this role is $130,000-$165,000. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

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. 

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.