Community Manager

| San Francisco
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The Community Manager sets the strategy and plays a hands-on role in building The RealReal’s online community. This position requires passion for community and sustainable fashion that translates to increasing engagement and brand love. As part of a performance marketing organization, this role requires a thoughtful approach to data and analytics. The Community Manager manages TRR’s digital reputation and has their finger on the pulse of online conversations about the brand. Through close partnership with client services, creative, marketing and communications, the Community Manager ensures we are actively engaged with and responsive to our community. They also drive The RealReal’s active participation in online conversations that involve or are relevant to our company and our market. The ideal candidate has proven experience and creative ideas for surprising and delighting followers, as well as organically expanding the TRR community.

What You Get To Do Every Day

  • Set strategy for defining and fostering The RealReal’s (TRR) online community
  • Engage with both the TRR community and relevant brands/influencers/conversations
  • Boost TRR brand affinity and sentiment, driving positive engagement 
  • Lead with data and analysis to define KPIs, demonstrate success, test and learn, refine approach
  • Serve as close partner to client services team handling social queries and complaints, including maintaining core response macros and collaborating on approach for sensitive issues
  • Digital reputation management, monitoring conversations across social, forums, review sites, etc.
  • Partner with marketing and creative on user-generated content and campaigns
  • Digital crisis communications, including approach, messaging and execution
  • Build trusted relationships with cross-functional peers and partners
  • Develop guidelines for TRR’s social communities to ensure they are a safe space for all members

What You Bring To The Role

  • 5 to 7 years of experience in digital/social community management
  • Equally adept at big picture thinking and tactical execution
  • Passion for community engagement that translates to proven ability to foster brand love
  • Strategic thinker who demonstrates sound judgement
  • Well-versed in measurement and reporting, proven ability to translate data into actionable insights
  • Proven success in managing tough conversations and crisis on social
  • Strong written communication skills and ability to adapt to conversational style for social
  • Results-oriented self-starter able to multitask and prioritize workload
  • Detail oriented and organized
  • Team player with a collaborative approach
  • Experience in fashion and/or e-commerce preferred

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with more than 20 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 do 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 handling shipping and customer service. At our 13 retail locations, including our eight shoppable stores, customers can sell, meet with our experts and receive free valuations.

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, consistent with legal requirements. 

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Location

Our HQ has a beautiful waterfront view along the Embarcadero near plenty of restaurants, outdoor seating areas, and transportation hubs.

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