Goodwill Southern California · 1 day ago
CRM and Loyalty Manager
Los Angeles, CA
Full-time
Onsite
Mid, Senior Level
$105K/yr - $120K/yr
5+ years expGoodwill Southern California is one of the leading non-profit brands in the world, focused on its mission and community impact. They are seeking a CRM & Loyalty Manager to lead the strategy and management of their CRM and loyalty program, aiming to enhance customer engagement and drive retail revenue.
CharityCommunitiesHumanitarianNon ProfitSocial
Responsibilities
Lead the end-to-end implementation of Goodwill SoCal’s CRM platform in partnership with internal teams and external system integrators
Develop and manage the strategy for Goodwill SoCal’s loyalty program, including acquisition, engagement, rewards, and lifecycle marketing
Define customer segmentation strategies across key audiences: retail shoppers, donors, e-commerce customers, job program participants, and community supporters
Establish data governance and customer data standards to ensure accuracy, privacy, and compliance
Build and execute CRM-driven campaigns across email, SMS, and digital channels to drive store traffic, conversion, and retention
Create automated customer journeys including welcome flows, win-back campaigns, donor stewardship, and loyalty milestones
Partner with Brand, Retail, Digital, and E-Commerce teams to ensure CRM is embedded across all campaigns
Own CRM and loyalty program reporting, KPIs, and insights (e.g., active customers, repeat rate, lifetime value, redemption, churn)
Translate customer data into actionable marketing strategies that improve revenue and engagement
Test, optimize, and continuously improve campaigns using A/B testing and performance insights
Serve as the primary CRM & loyalty liaison between Marketing, IT, Retail Operations, E-Commerce, Workforce Development, and Finance
Partner with POS, eBay, and digital platform teams to ensure seamless data integration and customer experience
Collaborate with Compliance and Legal to ensure all communications follow privacy and data regulations
Manage relationships with CRM platform providers, loyalty vendors, and marketing automation partners
Oversee platform configuration, enhancements, troubleshooting, and roadmap development
Own CRM-related budgets, contracts, and ongoing optimization planning
Growth in loyalty membership and active CRM subscribers
Increase in repeat retail shoppers and donor retention
Lift in campaign conversion and e-commerce engagement
Improved customer lifetime value and store traffic
Successful on-time delivery of CRM & loyalty program launch
Qualification
Required
Bachelor's degree in Marketing, Business, Data Analytics, or related field
5+ years of experience in CRM, loyalty, lifecycle marketing, or marketing automation
Hands-on experience with CRM platforms (Salesforce, Merkle, HubSpot, or similar)
Proven success launching or managing a loyalty program in retail or multi-location environments
Strong analytical skills with the ability to interpret customer data and campaign performance
Experience working cross-functionally with IT, Retail Operations, and Digital teams
This position requires local travel, 25% of the time. A valid driver's license and state-required auto insurance are necessary
Must have advanced knowledge proficiency of computer programs in a Windows environment, including Word, Excel, and E-mail
Background, drug screen, education and employment verification required
Preferred
Experience in nonprofit, mission-driven, or cause-based organizations
Experience with POS, e-commerce, and donor management system integrations
Knowledge of data privacy regulations (CAN-SPAM, CCPA, GDPR fundamentals)
Familiarity with marketing automation, segmentation logic, and customer journey mapping
Strategic thinker with strong execution skills
Data-driven with a customer-first mindset
Highly organized and detail-oriented
Exceptional communication and collaboration skills
Mission-aligned with a passion for community impact
Company
Goodwill Southern California
Goodwill Southern California is an organization that offers education, training, and placement services for individuals with disabilities.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Patrick McClenahan
President & CEO
Recent News
Pasadena Star News
2025-06-28
2025-04-06
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