Senior Manager, Community Management
About The Position
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. Within Brand Strategy & Integrated Marketing, the role will shape how the company participates in communities where customers discuss its brand, authentication, condition standards, service, and luxury resale. Through authentic participation, transparency, and responsive engagement, the position will strengthen brand trust and community signals that influence organic and AI-powered discovery. This strategic and hands-on role will define the approach and operating model while personally monitoring conversations, creating posts and responses, building community relationships, and deciding when to engage or escalate. The role partners closely with CX: Community Management owns 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 independent decision-making in fast-moving situations.
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.
Nice To Haves
- 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.
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 by creating timely, useful, and community-appropriate posts, comments, and responses.
- Build trusted relationships with moderators and community members through consistent, non-promotional participation.
- Use independent judgment to determine 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.
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)
- Depending on role, employees may also be eligible for a bonus program and incentive pay.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
