Manager II, Customer Connections

Applications due by September 12, 2025

Goodwill of Colorado

Job Description

Pay: $80,000 - $84,000

Work Schedule: Monday-Friday 8am-5pm; hybrid work opportunity

Full-Time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings. In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty, and bereavement leave. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan - must be 18 years of age to participate.

JOB SUMMARY:

The Manager II, Customer Connections will lead the planning, coordination, and execution of marketing initiatives across retail shoppers, material donors and financial donors. This role manages customer experience and community engagement across social, web, email, retail and loyalty programs. This role ensures all campaigns and activations are delivered on time, within scope, and aligned with brand objectives across channels.

The ideal Manager is organized, collaborative, detail-oriented and someone who is hands-on and is comfortable getting into the weeds.

The Customer Connections Manager works cross-functionally with the Customer Experience team, Retail Operations, Business Development team, Retail Store Management team, Community Programs, and external partners to bring integrated campaigns to life in-store and across owned digital and social channels.

ESSENTIAL FUNCTIONS:

Retail Marketing Execution:

• In conjunction with the Customer Experience team and Retail Leadership, make recommendations, coordinate and manage the execution of in-store marketing programs, including signage, in-store radio and digital displays.
• Manage vendor and partner relationships for development and execution of content across print, radio, and digital in-store marketing channels. Including managing graphic designer, providing clear direction and timely execution of design needs.
• Collaborate with retail teams to understand operational needs and deliver marketing toolkits for store signage packages and quarterly customer experience activations.
• Manage implementation and execution of loyalty program and activations.
• Manage projects from inception through execution, mapping steps, aligning resources, and elevating roadblocks as necessary to ensure on-strategy, on-time, on-budget delivery.

Website Community Management:

• Update and maintain website content as needed, including writing copy, copy changes, event postings, store hours and locations, and program resource updates.
• Serve as the point of contact for internal teams requesting website updates.
• Manage the vendor relationship providing clear direction, overseeing implementation and ensure all projects are executed on time and within budget.

Email Marketing:

• Develop and manage email marketing journeys for retail shoppers, material donors and financial donors in HubSpot.
• Execute content strategy by writing, designing and sending emails on a monthly basis to retail shoppers, material donors and financial donors.
• Manage the HubSpot relationship and grow HubSpot knowledge base, attending monthly calls and using industry best practices for email marketing strategies.
• Serve as the internal Subject Matter Expert (SME) for HubSpot.

Social Community Management:

• Monitor and respond to social media comments and Direct Messages (DMs), engage with our audience, tag comments in sprout social.
• Serve as the point of contact for internal teams requesting social media support.
• Identify, vet, and manage relationships with influencers and creators.
• Collaborate with content manager to develop and execute in-store social media activations and campaigns, spotlighting retail employees and bringing the brand to life online.
• Assist Content Manager with developing social content.

Cross-Functional Collaboration:

• Partner with customer engagement team to ensure cohesive 360 campaign rollout using a data driven approach.
• Collaborate with retail operations and development teams to align customer experience and marketing initiatives with key business priorities.
• Manages and acts as the main point of contact for Goodwill of Colorado Retail and development teams for all marketing needs.
• Contribute and participate in special events such as the Annual Dinner, An Enchanted Weekend, fundraisers, grand openings, open houses, board/staff events, etc.

Data Driven Decision Making:

• Review, analyze and share key learnings monthly for website, social, retail and email marketing campaigns. Sharing data and insights with the insights manager. Use this data to inform future decisions.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A Bachelors degree in Marketing, Communications, and/or related field is required.

Experience:

• A minimum of 5 years of experience in Marketing, Communications, including social media community management, website management, loyalty program, and email marketing is required.
• Proficiency with Customer Relationship Management (CRM), experience managing HubSpot is preferred.
• Obtains a talent for capturing a brand's personality through visual and written content-ability to write and edit communications and articulate the brand 'voice' in a creative and compelling way.
• Proven experience leading retail marketing campaigns across digital, social and in-store channels.

Preferred Experience:

• Background in nonprofit, retail, fashion, and/or consumer goods.
• Experience working with fundraising and development teams.

Other:

• Excellent written and verbal communication skills.
• Excellent attention to detail.
• Superb cross functional collaborator with the ability to build strong working relationships.
• Willingness to embrace a culture of continuous learning and drive innovation in an evolving organization.
• Strong project management and organizational skills with the ability to juggle multiple priorities.
• Experience managing and implementing loyalty programs and activations.
• Proficiency with project management tools (i.e., Monday.com).
• The incumbent will be required and must have the ability to drive for company business*.

*Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least:

• 19 years of age (not engaged in passenger transportation),
• 25 - 70 years of age for all passenger transportation services,
• 21 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(Note: not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.

Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify.

We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Job Title: 850 - Manager II, Customer Experience & Engagement Dept Number: 9110

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - NEVER

Light: 14 lbs & under - OCCASIONALLY

CARRYING:

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - NEVER

Light: 14 lbs & under - OCCASIONALLY

PUSHING/PULLING - OCCASIONALLY

REACHING:

Above Shoulder - NEVER

At Shoulder - OCCASIONALLY

Below Shoulder - OCCASIONALLY

TWISTING - OCCASIONALLY

BENDING - OCCASIONALLY

KNEELING/CRAWLING - NEVER

SQUAT - NEVER

CLIMBING:

Use of legs only (stairs) - NEVER

Use of arms & legs (ladders) - NEVER

HEARING - CONTINUOUSLY

VISION:

Visual, close - CONTINUOUSLY

Visual, distant - CONTINUOUSLY

Visual, depth perception - CONTINUOUSLY

HANDS/FINGERS:

Simple grasping - CONTINUOUSLY

Fine Manipulation - CONTINUOUSLY

Repetitive Movements - CONTINUOUSLY

WALKING - OCCASIONALLY

STANDING - OCCASIONALLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe - CONTINUOUSLY - Driving