Senior Consumer Insights Manager

The RealReal•San Francisco, CA

44d•$135,000 - $170,000

About The Position

The RealReal is seeking a strategic and analytical Senior Consumer Insights Manager to lead our understanding of clients and the luxury resale market. Reporting to the Head of Strategy, this role drives TRR’s consumer insights, market research, brand tracking, and NPS programs. You will bring forward the voice of both consignors and buyers, guide our understanding of market trends and TAM, and translate insights into clear recommendations for teams across the organization. This role is highly cross-functional and essential to shaping TRR’s customer strategy and long-term growth priorities. You will be a critical thought partner, helping senior leadership stay attuned to consumer behaviors, market shifts, and category opportunities—and turning insights into action that influences long-term strategy and near-term priorities. What you get to do everyday Lead Consumer & Market Insights Strategy: Define and execute TRR’s insights roadmap across client needs, market dynamics, TAM sizing, and competitive trends. Serve as the Voice of the Client & Market: Bring forward insights on consignor and buyer behavior, luxury trends, and digital commerce patterns to guide decision-making. Manage Always-On Brand Tracking: Oversee methodology, reporting cadence, vendor relationships, and provide clear readouts that highlight brand health and audience shifts. Run External Research Studies: Design and manage quantitative and qualitative studies focused on brand perception, client motivations, loyalty drivers, and experience insights (non-UX). Own the Enterprise NPS Program: Lead platform governance, analysis, reporting, and cross-functional initiatives to improve client satisfaction and loyalty. Conduct Market Research & TAM Analysis: Deliver category insights, TAM assessments, competitive benchmarking, and trend reporting to inform strategic planning. Develop Insight Narratives: Translate complex data and research into concise presentations and recommendations for leaders across the org, including: Strategy, Product, Marketing, Brand, and Operations. Enhance the End-to-End Client Journey: Lead cross-functional efforts to identify pain points and opportunities to improve the consignor and buyer experience. Manage Research Vendors & Tools: Ensure methodological rigor, quality execution, and effective delivery across all external research partnerships. Integrate Behavioral & Attitudinal Data: Go beyond self-reported survey data by utilizing Looker and internal BI tools to analyze behavioral and transactional data, creating a holistic view of what clients say versus how they actually spend and consign. Strategic Opportunity Analysis: Partner with Finance and Strategy to model the potential financial impact of proposed initiatives, using data to validate Total Addressable Market (TAM) assumptions and growth levers.

Requirements

7+ years of experience in consumer insights, market research, or customer strategy.
Strong expertise in quant + qual research, brand tracking, and survey design.
Experience with market analysis, TAM sizing, and competitive landscape assessment.
Proven ability to turn complex data into clear, actionable insights for senior leaders.
Experience owning or contributing to NPS programs or customer satisfaction measurement.
Strong cross-functional leadership and communication skills.
Proficiency with insight platforms (e.g., Qualtrics, Momentive, brand trackers).
Experience working with Business Intelligence tools (Looker preferred) and familiarity with SQL or similar query languages to self-serve data extraction and analysis.
Comfort working with large, complex datasets, including financial metrics (AOV, LTV, Take Rate) and user behavior, to develop a holistic customer picture.
Customer-first mindset and comfort in fast-paced, high-growth environments.
Ability to travel 5%.

Nice To Haves

Experience in ecommerce, luxury, marketplace, or retail environments.
Experience managing research vendors or specialized methodologies (e.g., segmentation, conjoint).

Responsibilities

Lead Consumer & Market Insights Strategy: Define and execute TRR’s insights roadmap across client needs, market dynamics, TAM sizing, and competitive trends.
Serve as the Voice of the Client & Market: Bring forward insights on consignor and buyer behavior, luxury trends, and digital commerce patterns to guide decision-making.
Manage Always-On Brand Tracking: Oversee methodology, reporting cadence, vendor relationships, and provide clear readouts that highlight brand health and audience shifts.
Run External Research Studies: Design and manage quantitative and qualitative studies focused on brand perception, client motivations, loyalty drivers, and experience insights (non-UX).
Own the Enterprise NPS Program: Lead platform governance, analysis, reporting, and cross-functional initiatives to improve client satisfaction and loyalty.
Conduct Market Research & TAM Analysis: Deliver category insights, TAM assessments, competitive benchmarking, and trend reporting to inform strategic planning.
Develop Insight Narratives: Translate complex data and research into concise presentations and recommendations for leaders across the org, including: Strategy, Product, Marketing, Brand, and Operations.
Enhance the End-to-End Client Journey: Lead cross-functional efforts to identify pain points and opportunities to improve the consignor and buyer experience.
Manage Research Vendors & Tools: Ensure methodological rigor, quality execution, and effective delivery across all external research partnerships.
Integrate Behavioral & Attitudinal Data: Go beyond self-reported survey data by utilizing Looker and internal BI tools to analyze behavioral and transactional data, creating a holistic view of what clients say versus how they actually spend and consign.
Strategic Opportunity Analysis: Partner with Finance and Strategy to model the potential financial impact of proposed initiatives, using data to validate Total Addressable Market (TAM) assumptions and growth levers.