CRM and Loyalty Manager

Goodwill Southern California•Los Angeles, CA

3d•$105,000 - $120,000

About The Position

The CRM & Loyalty Manager is responsible for leading the strategy, implementation, and ongoing management of Goodwill Southern California’s Customer Relationship Management (CRM) and Loyalty Program. This role will play a critical part in launching Goodwill SoCal’s first fully integrated CRM and loyalty ecosystem—connecting retail shoppers, donors, e-commerce customers, and program participants into a unified engagement platform. This position blends data strategy, marketing automation, loyalty program execution, and mission-driven storytelling to drive customer growth, increase retail revenue, deepen donor relationships, and strengthen Goodwill SoCal’s community impact.

Requirements

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.
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
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.

Nice To Haves

Experience in nonprofit, mission-driven, or cause-based organizations preferred.
Experience with POS, e-commerce, and donor management system integrations preferred.
Knowledge of data privacy regulations (CAN-SPAM, CCPA, GDPR fundamentals) preferred.
Familiarity with marketing automation, segmentation logic, and customer journey mapping preferred.

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.