Director, Customer Relationship Management

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.

• 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.