CRM and Loyalty Manager

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.

Essential Duties & Responsibilities

CRM & Loyalty Program Strategy

• 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.

Campaign Development & Marketing Automation

Data, Insights & Performance Optimization

Cross-Functional Collaboration

Vendor & Platform Management

Success Metrics

Education & Experience

The annual base salary range for this position is $105,000 - $120,000. When extending an offer, the following will be considered, but not limited to : the candidate’s key skills, work experience and education, internal peer equity and other considerations permitted by federal, state and local laws.