Director, Customer Relationship Management
Walgreens
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 ResponsibilitiesDevelop and lead Walgreens' enterprise-wide CRM strategy, ensuring a personalized, seamless experience across pharmacy, health services, and retailDrive customer lifecycle marketing efforts—from acquisition to engagement, retention, and win-back—to maximize customer lifetime valueDesign and optimize triggered, personalized, and loyalty-based communications using Walgreens’ MyWalgreens program and CRM platformsOversee pharmacy patient engagement campaigns, improving medication adherence, refill rates, and patient retention through targeted messagingCollaborate with merchandising and digital teams to enhance retail promotions, upsell opportunities, and category growth strategies through CRM initiativesLeverage AI and predictive analytics to drive dynamic segmentation, next-best-action strategies, and marketing automationPartner with data science and analytics teams to derive actionable insights on customer behaviors, preferences, and purchasing patternsImplement A/B and multivariate testing frameworks to continuously optimize messaging, cadence, and engagement tacticsDefine and track key performance metrics (KPIs) related to customer retention, engagement, and revenue impactWork closely with pharmacy, digital, merchandising, IT, and store operations to align CRM efforts with business prioritiesPartner with loyalty and membership teams to enhance the MyWalgreens Rewards program through personalized engagementLead CRM technology discussions, ensuring alignment with Walgreens’ MarTech stack and digital ecosystemDevelops 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 workplaceAbout 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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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 ResponsibilitiesDevelop and lead Walgreens' enterprise-wide CRM strategy, ensuring a personalized, seamless experience across pharmacy, health services, and retailDrive customer lifecycle marketing efforts—from acquisition to engagement, retention, and win-back—to maximize customer lifetime valueDesign and optimize triggered, personalized, and loyalty-based communications using Walgreens’ MyWalgreens program and CRM platformsOversee pharmacy patient engagement campaigns, improving medication adherence, refill rates, and patient retention through targeted messagingCollaborate with merchandising and digital teams to enhance retail promotions, upsell opportunities, and category growth strategies through CRM initiativesLeverage AI and predictive analytics to drive dynamic segmentation, next-best-action strategies, and marketing automationPartner with data science and analytics teams to derive actionable insights on customer behaviors, preferences, and purchasing patternsImplement A/B and multivariate testing frameworks to continuously optimize messaging, cadence, and engagement tacticsDefine and track key performance metrics (KPIs) related to customer retention, engagement, and revenue impactWork closely with pharmacy, digital, merchandising, IT, and store operations to align CRM efforts with business prioritiesPartner with loyalty and membership teams to enhance the MyWalgreens Rewards program through personalized engagementLead CRM technology discussions, ensuring alignment with Walgreens’ MarTech stack and digital ecosystemDevelops 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 workplaceAbout 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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