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.
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:
Located in San Francisco, CA
Experience in ecommerce, luxury, marketplace, or retail environments.
Experience managing research vendors or specialized methodologies (e.g., segmentation, conjoint).
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.
Skills Required
- 7+ years experience in consumer insights, market research, or customer strategy
- Strong expertise in quantitative and qualitative 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 with Business Intelligence tools (Looker preferred) and familiarity with SQL or similar query languages
- Comfort working with large, complex datasets and financial/user behavior metrics (AOV, LTV, Take Rate)
- Customer-first mindset and comfort in fast-paced, high-growth environments
- Ability to travel approximately 5%
- Located in San Francisco, CA
- Experience in ecommerce, luxury, marketplace, or retail environments
- Experience managing research vendors or specialized methodologies (e.g., segmentation, conjoint)
The RealReal Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about The RealReal and has not been reviewed or approved by The RealReal.
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Healthcare Strength — Health coverage offers multiple medical, dental, and vision options plus mental‑health resources, alongside employer HSA contributions under high‑deductible plans. This breadth is often seen as relatively strong compared with base pay.
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Parental & Family Support — Paid parental leave, additional disability pay for birthing parents, and inclusive fertility benefits covering diverse paths to family building create a robust family support offering. This can be a differentiator for employees prioritizing family planning.
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Equity Value & Accessibility — An employee stock purchase plan with a meaningful discount is broadly accessible, including to part‑time employees. This access to ownership can enhance total rewards for those who participate.
The RealReal Insights
What We Do
The RealReal is the world’s largest online marketplace for authenticated luxury retail. 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 150+ in-house gemologists, horologists and brand authenticators who inspect thousands of items each day.
Why Work With Us
We are looking for smart and talented people who are creative, enjoy working in a fast-paced environment, and want to be part of a team that is reinventing the digital marketplace as you know it!
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