Senior Retention Strategy Manager
About The Position
The Senior Retention Strategy Manager will help shape and advance The RealReal’s long-term approach to customer engagement and lifetime value growth. This role focuses on defining the strategic frameworks, cross-channel priorities, and cross-functional initiatives that deepen engagement, reduce churn, and drive repeat behavior across the member lifecycle. Working in close partnership with Lifecycle/CRM, Product, Analytics, Merchandising, Creative, and Sales, this role translates customer insight into actionable programs that influence behavior and unlock measurable business impact. This is a strategic, hands-on role for an operator who thrives on connecting dots across teams and turning ideas into scalable solutions.
Requirements
- 10+ years of experience in retention, lifecycle strategy, growth marketing, or customer engagement roles in e-commerce, marketplace, or digital-first businesses.
- Demonstrated ability to build and launch initiatives that improve engagement, retention, or LTV.
- Strong analytical orientation with fluency in cohort analysis, experimentation, and behavioral segmentation.
- Experience working cross-functionally with CRM, Product, and Analytics teams.
- Ability to influence without direct authority and drive alignment across multiple stakeholders.
- A bias toward action and comfort operating in a fast-paced, evolving environment.
Responsibilities
- Retention & Engagement Strategy Develop and evolve retention strategy frameworks that clarify how we drive engagement, repeat purchase, and long-term loyalty.
- Define the role of lifecycle channels including email, push, SMS, in-app messaging, and emerging touchpoints within a cohesive engagement model.
- Partner closely with CRM and Lifecycle teams to translate strategy into prioritized programs and journeys.
- Cross-Functional Solutions to Drive LTV Identify opportunities to improve frequency, reactivation, and churn reduction through cross-functional initiatives spanning marketing, product, merchandising, and sales.
- Lead strategic initiatives from insight through launch, aligning stakeholders and ensuring measurable outcomes.
- Shape onboarding, habit-forming experiences, and high-value feature adoption strategies Drive engagement and new features in app to drive further adoption and stickiness Manage test and learns across all platforms in partnership with CRM team
- Churn Reduction & Reactivation Analyze behavioral and cohort trends to identify key drivers of churn and disengagement.
- Develop and prioritize scalable reactivation strategies for lapsed buyers and consignors.
- Build business cases and test plans for new retention levers.
- Measurement & Experimentation Define KPIs and success metrics that quantify retention impact and inform roadmap prioritization.
- Champion a structured test-and-learn agenda in partnership with Analytics and Lifecycle teams.
- Synthesize learnings into clear recommendations and scalable playbooks.
- Strategic Alignment & Communication Create clear briefs and strategy documents that guide cross-functional partners.
- Present insights and recommendations to senior stakeholders.
- Ensure retention strategy is embedded in broader growth and product roadmaps.
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)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
501-1,000 employees
