Regional Manager Donor Experience

About the role

The right person for this position is responsible for leading, developing, and elevating the donor experience strategy across assigned Salvation Army Adult Rehabilitation Center (ARC) retail locations. This role serves as the direct field leadership connection between Command Headquarters and frontline Donor Experience Ambassadors, ensuring that every donor interaction reflects The Salvation Army's mission, professionalism, hospitality, and commitment to excellence.

Responsibilities

• Implement and sustain Command-level donor experience initiatives across all assigned stores.
• Develop and enforce standardized donor interaction protocols and hospitality expectations.
• Ensure every donor encounter is welcoming, appreciative, efficient, safe, and mission-centered.
• Translate Command strategies into measurable field execution.
• Serve as the organizational champion for donor engagement excellence.
• Maintain a highly visible field presence through regular site visits and direct engagement with Donor Experience Ambassadors.
• Observe donor interactions and provide immediate coaching, feedback, and recognition.
• Conduct performance evaluations and ongoing development conversations.
• Train Donor Experience Ambassadors on customer service excellence, donor engagement, mission messaging, professional communication, safety and operational standards, and conflict resolution.
• Foster a culture of accountability, professionalism, ownership, and hospitality.
• Establish, monitor, and analyze donor experience KPIs across the region.
• Conduct weekly KPI review meetings with site leadership and Donor Experience Ambassadors.
• Identify performance gaps and implement corrective action plans.
• Develop performance scorecards and accountability systems.
• Recognize and reward high-performing individuals and locations.
• Partner collaboratively with Store Managers and Operations leadership.
• Ensure donor experience standards align with operational execution.
• Auxiliary support in optimizing donation flow, donor traffic patterns, and service efficiency.
• Support implementation of process improvements that reduce wait times and enhance donor convenience.
• Strengthen donor loyalty and increase repeat donor engagement.
• Support donor appreciation and recognition initiatives.
• Promote a culture where donors feel valued and connected to the mission.
• Produce weekly, monthly, and quarterly donor experience reports for Command leadership.
• Analyze trends related to donor satisfaction, donation volume, complaint trends, operational efficiency, and donation quality.
• Utilize data-driven decision making to guide improvements and strategic initiatives.

Requirements

Education/Work Experience: 5+ years of leadership experience in multi-site retail, hospitality, customer experience, nonprofit operations, or field management. Demonstrated success leading frontline teams and improving customer/donor satisfaction metrics. Strong coaching, leadership, communication, and organizational skills. Experience managing performance through KPIs and accountability systems. Ability to travel extensively throughout assigned region. Strong analytical and problem-solving capabilities. Experience in nonprofit retail or donated goods operations preferred. Experience with donor/customer experience programs preferred. Experience leading change management initiatives preferred.

Qualifications

Physical Requirements: Ability to sit, walk, stand, bend, squat, climb, kneel, or twist on an intermittent or continuous basis. Ability to grasp, push, pull objects such as files, file cabinet drawers, and other office equipment. Ability to communicate via written and verbal means. Ability to perform various repetitive motion tasks. Ability to lift up to 25 lbs. (file boxes, trade show expo set up, etc.).