Director, Customer Relationship Management

Chicago, IL

Employer:

Description

Job Summary

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 developing and executing data-driven, personalized marketing initiatives that enhance customer loyalty, drive incremental revenue, and improve patient adherence.

This leader will work cross-functionally with marketing, digital, pharmacy, merchandising, IT, and operations to create a seamless and engaging customer experience-leveraging insights to drive meaningful interactions across email, SMS, app, and other digital channels.

The Director will manage CRM programs across Walgreens' vast customer base, including pharmacy patients, loyalty members, and general retail shoppers, ensuring that our strategies strengthen relationships, improve health outcomes, and drive 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 (www.walgreens.com) 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.

Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com.

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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

We will consider employment of qualified applicants with arrest and conviction records.
Salary Range: $136000 - $231300 / Salaried

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