Senior Retention Strategy Manager
Job Description
About The Role
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.
What You Get To Do Every Day
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.
What You Bring To The Role
Minimum 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.
Compensation, Benefits, + Perks
Compensation, Benefits, + Perks
- 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)
- Find out more about our Benefits here.
The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 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 handle 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 shipping and customer service.
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. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.