Senior Retention Strategy Manager

About this role

# 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 consignor...