Senior Manager of Donor Experience & Retention

Senior Manager of Donor Experience & Retention

Department: Marketing & Fundraising
Reports To: Vice President of Individual Giving

Location: Hybrid Alexandria VA

FLSA Status: Exempt
Position Type: Full Time

Good360 is Closing the Need Gap to Open Opportunity for All

Join a fast-growing organization with a strong culture and powerful mission! As the global leader in product philanthropy and purposeful giving Good360 partners with more than 400 socially responsible companies to source highly needed donated goods and distribute them through our network of more than 100000 diverse nonprofits that support people in 360 is the link between organizations with so much to give and communities in critical need closing that gap and opening new opportunities for all. Since 1983 Good360 has distributed more than $18 billion in needed goods including more than $3 billion in goods in 2025 alone. Good360 has been named the #2 charity on the Forbes list of Americas Top 100 Charities for 2023 and 2024 and has a 4-star Charity Navigator rating.

The organization has also been recognized as both a top workplace in the Washington DC metro area (by the Washington Post) and as a top nonprofit to work for in the United States (by NonProfit Times).

Position Summary

The Senior Manager Donor Experience & Retention is responsible for executing and optimizing donor lifecycle programs that support retention renewal and engagement. This role focuses on day-to-day program management testing and performance analysis across lifecycle communications and selected non-digital channels under the strategic direction of the Vice President of Individual Giving.

Key Responsibilities include but are not limited to the following:

Lifecycle Program Execution

• Execute donor lifecycle programs including onboarding nurture renewal sustainer and reactivation communications
• Manage assigned lifecycle campaigns and journeys within defined strategy and priorities
• Implement segmentation and treatment logic as defined in partnership with the VP of Individual Giving
• Ensure lifecycle communications are executed consistently across email SMS and related touchpoints

Lifecycle Performance Monitoring

• Monitor and report on lifecycle performance metrics such as retention rate revenue retention sustainer conversion and engagement indicators
• Analyze results from lifecycle tests and campaigns and surface insights and recommendations
• Support lifecycle forecasting and planning through analysis and reporting

Lifecycle Communications and Acknowledgements

• Oversee lifecycle email and SMS programs including automated and triggered communications ensuring execution aligns with defined strategy and standards
• Oversee donor acknowledgement strategy and quality across channels including timing tone accuracy and donor experience standards
• Partner with the Sr. Fundraising Coordinator to ensure acknowledgements are executed correctly and consistently
• Review performance and donor feedback related to acknowledgements and lifecycle communications and recommend improvements to messaging cadence and format

Non-digital Channel Support

• Support execution of non-digital donor programs such as direct mail telemarketing and canvassing in partnership with the VP of Individual Giving and external vendors
• Coordinate timelines assets and data inputs for offline campaigns
• Support reporting and analysis related to offline donor efforts

Data Systems and Coordination

• Partner with fundraising and database management colleagues to ensure accurate data use and reporting
• Maintain documentation for lifecycle journeys segments and operational processes
• Identify data or systems issues that affect lifecycle execution and escalate as needed

Cross-functional Collaboration

• Collaborate with the Director of Digital Fundraising to support alignment between acquisition and lifecycle execution
• Work with storytelling content gathering and web teams to ensure lifecycle communications are supported by appropriate assets
• Participate in shared planning and retrospectives across the Individual Giving program

Qualifications/Requirements

• Bachelors degree in related field or equivalent experience
• 7 years of experience in donor experience retention or lifecycle marketing roles
• Experience supporting direct mail or telemarketing programs in coordination with vendors or agencies.
• Demonstrated experience executing lifecycle campaigns and donor journeys
• Strong writing and editing skills
• Working knowledge of Salesforce (Nonprofit Cloud or NPSP) or comparable CRM platforms
• Experience with email and SMS platforms such as Dotdigital Marketing Cloud or similar
• Familiarity with analytics and reporting tools such as GA4 Power BI Tableau or similar
• Ability to manage multiple campaigns and deadlines in a complex environment

Benefits

Our team is Good360s greatest asset. We recognize that our team members contribute valuable skills knowledge experience and passion that is critical to the pursuit of our mission and our progress toward closing the need gap. That is why we offer our team members numerous perks and benefits including:

• Medical dental and vision coverage programs
• Employer paid Short-term and long-term disability and life insurance coverage
• 403B plan with matching
• Additional supplemental benefits include FSA Plans Accident Insurance and supplement Life/AD&D coverage
• Generous and flexible paid time off policy
• Volunteer time off policy
• Hybrid work environment

Salary Range
$90000 $95000 annually

Note: Compensation is based on a candidates experience skills education and geographic range is based on Washington (DMV) market data; offers to candidates outside this area will reflect local market data.

Work Location

Hybrid based in our Old Town Alexandria VA office (minimum of two days per week with Tuesday as an anchor day)

Note: While hybrid is strongly preferred we are open to considering fully remote candidates residing in CO DE DC FL GA IL IN KY MD MN NE NV NC OH OR PA TN TX VA WA WV.