Responsibilities

• Market Intelligence: Own the voice-of-client feedback loop as it pertains to experience and satisfaction. Synthesize NPS data, client advisory input, and qualitative research into actionable engagement strategy. Track competitive experience benchmarks across the industry.
• Messaging & Narrative : Develop the messaging framework for client experience programs, including client engagement, referral initiatives, success, and care. Ensure all client-facing communications reflect the agent-first brand promise and the Realtor.com® positioning as a search-to-close solution.
• Go-to-Market Strategy : Design and execute launch strategy for client experience programs and initiatives. Own the creative bill of materials for engagement programs, coordinate with News Corp ecosystem partners, and define success metrics tied to NPS and retention.
• Elite Client Experience Program : Build and manage the comprehensive engagement framework for Realtor.com®'s top 40–50 accounts in partnership with News Corp. Define the experience standard, the touchpoint cadence, and the measurement approach that connects elite experience to renewal and expansion.
• Referral Programs: Own the strategy and execution for the RealPro Select Referral program. Design the 'give-to-get' engagement and reward framework that motivates client advocacy and accelerates new bookings through organic referral channels.
• Client Lifecycle Engagement : Develop and maintain the end-to-end client engagement model across the full lifecycle — from onboarding through renewal. Collaborate with client marketing teams to ensure value-add offerings (Marketing Studio, Training Academy) are integrated into the experience framework.

Requirements

• 10+ years of experience in product marketing, customer marketing, or client success marketing for a B2B technology or marketplace business
• Bachelor’s degree or equivalent experience
• Demonstrated expertise designing customer experience programs, loyalty frameworks, or advocacy initiatives at scale
• Strong storytelling and messaging skills; ability to translate complex program structures into compelling, simple client narratives
• Experience managing cross-functional delivery programs with multiple stakeholders, agency partners, or ecosystem contributors
• Data-driven approach to measuring experience outcomes: NPS, retention, referral conversion, and engagement metrics

Preferred

• Background in real estate, PropTech, or a two-sided marketplace is a plus; deep empathy for the agent experience is required

Benefits

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location