Director, Customer Relationship Management

Job Description:

Job Summary

The Director of Customer Relationship Management (CRM) leads our customer engagement and retention strategies across both our retail and pharmacy businesses. This role is responsible for defining strategic CRM priorities and developing a forward-looking roadmap aligned with enterprise growth objectives, customer experience goals, and evolving market opportunities.

This leader will drive channel growth and improve overall channel health across email, SMS, mobile app, loyalty, and other digital engagement platforms through performance optimization and advanced personalization strategies. They will also develop and execute data-driven, personalized marketing initiatives that enhance customer loyalty, drive incremental revenue, and improve patient adherence.

Working cross-functionally with marketing, digital, pharmacy, merchandising, IT, and operations, this role will create a seamless and engaging end-to-end customer experience-leveraging insights to drive meaningful interactions across all touchpoints. Additionally, the Director will optimize the CRM operating model by enhancing cross-functional workflows, governance, campaign execution processes, and overall organizational effectiveness.

The Director will oversee CRM programs across Walgreens' extensive customer base-including pharmacy patients, loyalty members, and retail shoppers-ensuring strategies strengthen relationships, improve health outcomes, and drive sustainable business growth.

Job Responsibilities

• Develop and lead Walgreens' enterprise-wide CRM strategy, ensuring a personalized, seamless experience across pharmacy, health services, and retail.

• Drive customer lifecycle marketing efforts-from acquisition to engagement, retention, and win-back-to maximize customer lifetime value.

• Design and optimize triggered, personalized, and loyalty-based communications using Walgreens' MyWalgreens program and CRM platforms.

• Oversee pharmacy patient engagement campaigns, improving medication adherence, refill rates, and patient retention through targeted messaging.

• Collaborate with merchandising and digital teams to enhance retail promotions, upsell opportunities, and category growth strategies through CRM initiatives.

• Leverage AI and predictive analytics to drive dynamic segmentation, next-best-action strategies, and marketing automation.

• Partner with data science and analytics teams to derive actionable insights on customer behaviors, preferences, and purchasing patterns.

• Implement A/B and multivariate testing frameworks to continuously optimize messaging, cadence, and engagement tactics.

• Define and track key performance metrics (KPIs) related to customer retention, engagement, and revenue impact.

• Work closely with pharmacy, digital, merchandising, IT, and store operations to align CRM efforts with business priorities.

• Partner with loyalty and membership teams to enhance the MyWalgreens Rewards program through personalized engagement.

• Lead CRM technology discussions, ensuring alignment with Walgreens' MarTech stack and digital ecosystem.

• Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.

About Walgreens

Founded in 1901, Walgreens ( ) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

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Job ID: 1809272BR

Title: Director, Customer Relationship Management

Company Indicator: Walgreens

Employment Type:

Job Function: Marketing

Full Store Address: 200 WILMOT RD,DEERFIELD,IL 60015

Full District Office Address: 200 WILMOT RD,DEERFIELD,IL,60015-04620-00001-2

External Basic Qualifications:

• Bachelor's degree and least 6 years of experience in Customer Relationship Management, and/or Marketing Technology OR High School/GED and at least 9 years of experience in experience in Customer Relationship Management, and/or Marketing Technology.

• Experience developing and implementing customer journey strategies using CRM data.

• Experience utilizing customer data to drive decision-making and campaign optimization.

• At least 2 years of experience contributing to financial decisions in the workplace.

• At least 3 years of direct leadership, indirect leadership and/or cross-functional team leadership.

• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).

Preferred Qualifications:

• Master's degree / MBA.

• Bachelor's degree or High School Diploma/GED and 10+ years experience in Customer Relationship Management, and/or Marketing Technology

We will consider employment of qualified applicants with arrest and conviction records.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits

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