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Senior Manager, Nonprofit Member Experience

Department: Distribution Channels
Reports To: Chief Distribution & Member Experience Officer

Location: Hybrid

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 100,000 diverse nonprofits that support people in need.Good360 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 America's 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, Nonprofit Member Experience is an experienced marketer and individual contributor responsible for mapping, executing and measuring 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 with Good360 through their ongoing engagement and advocacy.

Working closely with the subject area leads within the Nonprofit Development team and Gift in Kind Programs teams, this role owns the day-to-day craft of member communications: researching and documenting the member journey, identifying gaps or friction points, and building and executing multi-channel communications plans that meet members where they are. The ideal candidate brings a strong editorial sensibility, a genuine curiosity about what drives member behavior, analytic rigor, and the discipline to move from strategy to execution independently.

Key Responsibilities include, but are not limited to the following

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 newsletter, email engagement, executive messages, automated communications, and impact story campaigns that reach Good360's vast nonprofit network

• Set and create processes for all member-facing communications across the journey
• Working with web manager and eCommerce team, ensure digital member touchpoints - website, member portal, and email - are accurate, optimized, and aligned with experience standards
• Ensure that all communications are within 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

• 7 years in consumer or nonprofit marketing and communications, customer experience, member success, nonprofit programs, or related field, with
• 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, 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, Product without direct authority
• Mission-connected: genuine belief in Good360's model and a commitment to the nonprofit members the team serves

Benefits

Our team is Good360's 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:

• Heath, 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

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.

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 inCO, DE, DC, FL, GA, IL, IN, KY, MD, MN, NE, NV, NC, OH, OR, PA, TN, TX, VA, WA, WV

E-Verify Participation Notice
Good360 participates in the E-Verify program to confirm the identity and employment eligibility of all newly hired employees. In compliance with federal law, all persons hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form (Form I-9) upon hire.

E-Verify is not used to pre-screen job applicants, and participation in this program does not affect our commitment to equal employment opportunity. For more information about E-Verify or your rights as an employee, please review the following notices:

• Notice of E-Verify Participation (English/Spanish)
• Right to Work (English/Spanish)