Senior Manager, Nonprofit Member Experience

About the Role

Good360 is the global leader in product philanthropy and purposeful giving, partnering with over 400 socially responsible companies to source highly needed donated goods and distribute them through a network of more than 100,000 diverse nonprofits. As the Senior Manager, Nonprofit Member Experience, you will map, execute, and measure the nonprofit member journey across Good360’s member network. This role translates member needs into thoughtful external-facing communications plans and consistent touchpoints, from a member's first interaction through ongoing engagement and advocacy.

The ideal candidate brings a strong editorial sensibility, genuine curiosity about member behavior, analytic rigor, and the discipline to move from strategy to execution independently.

Responsibilities

• Member Journey & Engagement:
  • In collaboration with nonprofit-facing teams, document the end-to-end nonprofit member journey across five stages: Awareness, Onboarding, Engagement, Renewal, and Advocacy.
  • Translate the organization’s member governance framework into actionable plans, programs, and team priorities.
  • Define and maintain journey maps, touchpoint standards, and experience benchmarks for the nonprofit member audience.
  • Lead quarterly journey reviews and 12-month action planning across all swim lanes: actions, touchpoints, sentiment, pain points, and opportunities.
• Cross-Functional Collaboration:
  • Align closely with a multi-functional team including Nonprofit Development, Gift In Kind Programs, and Member Services Teams.
• Touchpoints & Communications:
  • Manage and collaborate on building and streamlining nonprofit communications, including the member communications calendar and strategic implementations across newsletters, email engagement, executive messages, automated communications, and impact story campaigns.
  • Set and create processes for all member-facing communications across the journey.
  • Work with the web manager and eCommerce team to ensure digital member touchpoints—website, member portal, and email—are accurate, optimized, and aligned with experience standards.
  • Ensure all communications adhere to brand standards.
• Data, Reporting & Governance:
  • Partner with the Business Intelligence team and Nonprofit Development team to build and maintain the Nonprofit channel dashboard, tracking key audience metrics including retention, engagement rate, and revenue per member.

Qualifications

• 7 years in consumer or nonprofit marketing and communications, customer experience, member success, nonprofit programs, or related field.
• Demonstrated experience owning a member or customer journey end-to-end, from onboarding, engagement scoring, reengagement, and advocacy.
• Experience working in or closely with nonprofit organizations is strongly preferred.
• Familiarity with digital marketing platforms including eCommerce member platforms and CRM systems (e.g., Salesforce) is strongly preferred.
• Journey thinking: Connects individual touchpoints to systemic experience patterns and knows how to prioritize interventions.
• Communications-sharp: Strong written communicator who can set tone of voice standards and review member-facing copy with a critical eye.
• Data-fluent: Comfortable reading dashboards, interpreting NPS/CSAT trends, and making decisions from member behavioral data.
• Cross-functional influencer: Able to work across Channel Directors, Finance, Compliance, and Product without direct authority.
• Mission-connected: Genuine belief in Good360’s model and a commitment to the nonprofit members the team serves.

Benefits

• Health, dental, and vision coverage programs (including competitive deductible and reimbursement policy).
• Short-term and long-term disability and life insurance coverage options.
• 403B plan with matching.
• Generous and flexible paid time off policy.
• Volunteer time off policy.
• Hybrid work environment.

Pay

Salary Range: $70,000 – $75,000 annually. Note: Compensation is based on a candidate's experience, skills, education, and geographic location. This range is based on Washington, D.C.–Maryland–Virginia (DMV) market data; offers to candidates outside this area will reflect local market data.

Schedule

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