The RealReal Senior Community Management Manager

About The RealReal

The RealReal is a US luxury consignment marketplace founded in 2011. It sells pre-owned fashion, jewelry, watches, art and home furnishings through its website and stores. Its teams authenticate, price and photograph goods before they go on sale.

Role & Responsibilities

• Develop and execute a Reddit-first community strategy, defining priority communities, participation model, account approach, governance, and roadmap.
• Represent The RealReal directly by creating timely, useful, community-appropriate posts, comments, and responses.
• Build trusted relationships with moderators and community members through consistent, non-promotional participation.
• Use independent judgment to decide 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.
• Turn community conversations into recurring insights on 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.

Qualifications

• 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.
• Preferred: Experience with a consumer-facing brand with a complex customer experience or meaningful reputation considerations.
• Preferred: Experience in luxury, fashion, retail, resale, marketplaces, or e-commerce.
• Preferred: Experience building a community-management program from the ground up.
• Preferred: Familiarity with the role community platforms play in SEO, answer-engine optimization, and digital brand reputation.

Skills

Experience

8 to 10 years in community management, social media, brand communications, reputation management, or a related field, including several years directly operating on Reddit.

Compensation

The base compensation for this position ranges from USD 130,000 to USD 165,000 per annum.

Benefits

Employee Stock Purchase Plan; 401(k) with company match; medical, dental, and vision insurance; paid parental leave; 9 paid company holidays; flexible time off with manager approval. Depending on the role, employees may also be eligible for a bonus program and incentive pay.

Culture

A consignment passes through several hands. Authentication specialists examine the item, merchandising teams prepare the listing and client teams work with the person who consigned it.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.