Senior Manager of Donor Experience & Retention

Job DetailsJob Location: Virginia office - ALEXANDRIA, VA 22314Position Type: Full TimeSalary Range: $90,000.00 - $95,000.00 Salary/yearSenior 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 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, 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
QualificationsQualifications/Requirements

Bachelor’s 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, Tab