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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 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
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.
#LI-CB1
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 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.
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.
#LI-CB1