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Senior Consumer Insights Manager

3 weeks ago

San Francisco, California, United States The RealReal Full time
About The Role

The RealReal is seeking a strategic and analytical Senior Consumer Insights Manager to lead our understanding of clients and the luxury resale market. Reporting to the Head of Strategy, this role drives TRR's consumer insights, market research, brand tracking, and NPS programs. You will bring forward the voice of both consignors and buyers, guide our understanding of market trends and TAM, and translate insights into clear recommendations for teams across the organization. This role is highly cross-functional and essential to shaping TRR's customer strategy and long-term growth priorities. You will be a critical thought partner, helping senior leadership stay attuned to consumer behaviors, market shifts, and category opportunities—and turning insights into action that influences long-term strategy and near-term priorities.

What you get to do everyday
  • Lead Consumer & Market Insights Strategy: Define and execute TRR's insights roadmap across client needs, market dynamics, TAM sizing, and competitive trends.
  • Serve as the Voice of the Client & Market: Bring forward insights on consignor and buyer behavior, luxury trends, and digital commerce patterns to guide decision-making.
  • Manage Always-On Brand Tracking: Oversee methodology, reporting cadence, vendor relationships, and provide clear readouts that highlight brand health and audience shifts.
  • Run External Research Studies: Design and manage quantitative and qualitative studies focused on brand perception, client motivations, loyalty drivers, and experience insights (non-UX).
  • Own the Enterprise NPS Program: Lead platform governance, analysis, reporting, and cross-functional initiatives to improve client satisfaction and loyalty.
  • Conduct Market Research & TAM Analysis: Deliver category insights, TAM assessments, competitive benchmarking, and trend reporting to inform strategic planning.
  • Develop Insight Narratives: Translate complex data and research into concise presentations and recommendations for leaders across the org, including: Strategy, Product, Marketing, Brand, and Operations.
  • Enhance the End-to-End Client Journey: Lead cross-functional efforts to identify pain points and opportunities to improve the consignor and buyer experience.
  • Manage Research Vendors & Tools: Ensure methodological rigor, quality execution, and effective delivery across all external research partnerships.
  • Integrate Behavioral & Attitudinal Data: Go beyond self-reported survey data by utilizing Looker and internal BI tools to analyze behavioral and transactional data, creating a holistic view of what clients say versus how they actually spend and consign.
  • Strategic Opportunity Analysis: Partner with Finance and Strategy to model the potential financial impact of proposed initiatives, using data to validate Total Addressable Market (TAM) assumptions and growth levers.
What You Bring To The Role

Minimum Requirements:

  • 7+ years of experience in consumer insights, market research, or customer strategy.
  • Strong expertise in quant + qual research, brand tracking, and survey design.
  • Experience with market analysis, TAM sizing, and competitive landscape assessment.
  • Proven ability to turn complex data into clear, actionable insights for senior leaders.
  • Experience owning or contributing to NPS programs or customer satisfaction measurement.
  • Strong cross-functional leadership and communication skills.
  • Proficiency with insight platforms (e.g., Qualtrics, Momentive, brand trackers).
  • Experience working with Business Intelligence tools (Looker preferred) and familiarity with SQL or similar query languages to self-serve data extraction and analysis.
  • Comfort working with large, complex datasets, including financial metrics (AOV, LTV, Take Rate) and user behavior, to develop a holistic customer picture.
  • Customer-first mindset and comfort in fast-paced, high-growth environments.
  • Ability to travel 5%.

Preferred Requirements:

  • Experience in ecommerce, luxury, marketplace, or retail environments.
  • Experience managing research vendors or specialized methodologies (e.g., segmentation, conjoint).
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 expected salary range for this role is $135,000.00-$170, To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR's total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

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.