Lead Product Marketing Manager, Client Experience & Delivery

Realtor.com•Austin, TX

8d•Hybrid

About The Position

Recognized as the No. 1 site trusted by real estate professionals, Realtor.com® has been at the forefront of online real estate for over 25 years, connecting buyers, sellers, and renters with trusted insights and expert guidance to find their perfect home. Through its robust suite of tools, Realtor.com® not only makes a significant impact on the real estate industry at large, but for consumers, navigating the biggest purchase they will make in their life, by providing a user experience that is easy to use, easy to understand, and most of all, easy to make decisions. Join us on our mission to empower more people to find their way home by breaking barriers to entry, making the right connections, and building confidence through expert guidance. This Product Marketing Manager focuses on how products are delivered, ensuring every product story asserts an agent-first client experience. Sitting at the intersection of brand promise and operational delivery, you will collaborate with PM, Success, Care. This includes designing end to end client engagement programs, including incentivized referral frameworks, and the 'give-to-get' engagement model that deepens loyalty and drives NPS. Every touchpoint this role should reinforce the promise that Realtor.com® is the partner agents trust from search to close.

Requirements

10+ years of experience in product marketing, customer marketing, or client success marketing for a B2B technology or marketplace business
Bachelor’s degree or equivalent experience
Demonstrated expertise designing customer experience programs, loyalty frameworks, or advocacy initiatives at scale
Strong storytelling and messaging skills; ability to translate complex program structures into compelling, simple client narratives
Experience managing cross-functional delivery programs with multiple stakeholders, agency partners, or ecosystem contributors
Data-driven approach to measuring experience outcomes: NPS, retention, referral conversion, and engagement metrics
Deep empathy for the agent experience is required

Nice To Haves

Background in real estate, PropTech, or a two-sided marketplace is a plus

Responsibilities

Own the voice-of-client feedback loop as it pertains to experience and satisfaction.
Synthesize NPS data, client advisory input, and qualitative research into actionable engagement strategy.
Track competitive experience benchmarks across the industry.
Develop the messaging framework for client experience programs, including client engagement, referral initiatives, success, and care.
Ensure all client-facing communications reflect the agent-first brand promise and the Realtor.com® positioning as a search-to-close solution.
Design and execute launch strategy for client experience programs and initiatives.
Own the creative bill of materials for engagement programs, coordinate with News Corp ecosystem partners, and define success metrics tied to NPS and retention.
Build and manage the comprehensive engagement framework for Realtor.com®'s top 40–50 accounts in partnership with News Corp.
Define the experience standard, the touchpoint cadence, and the measurement approach that connects elite experience to renewal and expansion.
Own the strategy and execution for the RealPro Select Referral program.
Design the 'give-to-get' engagement and reward framework that motivates client advocacy and accelerates new bookings through organic referral channels.
Develop and maintain the end-to-end client engagement model across the full lifecycle — from onboarding through renewal.
Collaborate with client marketing teams to ensure value-add offerings (Marketing Studio, Training Academy) are integrated into the experience framework.