Walgreens

Director, Loyalty Strategy & Innovation

Walgreens$120K — $150K *
Retail & Consumer Goods
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree and 6+ years or High School/GED and 9+ years of customer loyalty experience
  • Proven relationship-building skills at all organizational levels, including executives
  • Strong track record of leading cross-functional teams in a matrix organization
  • Experience in developing strategic initiatives aligned with business goals and budget
  • Ability to identify opportunities impacting ROI and organizational profitability
  • At least 2 years of financial decision-making experience
  • 3+ years of direct and indirect leadership experience.

Responsibilities

  • Define and implement loyalty strategy across all assets to enhance engagement and retention
  • Perform ongoing loyalty trend analyses to uncover opportunities for innovative program enhancements
  • Lead a cross-functional team to create distinctive loyalty initiatives that attract and retain members
  • Develop business cases for prioritizing program improvements and manage budgets in line with program goals
  • Create go-to-market plans for new loyalty benefits and services
  • Monitor regulatory loyalty program requirements and collaborate with Legal for compliance
  • Provide strategic thought leadership on loyalty initiatives to senior leadership
  • Deliver loyalty programs for both B2B and B2C customers
  • Collaborate with Product team to enhance the member journey and experience
  • Mentor and develop loyalty team members to foster a high-performance culture.

Benefits

  • Professional development opportunities to advance skills and career
  • Cross-functional collaboration across various business lines
  • Dynamic work environment that encourages creativity and innovation
  • Engagement with senior leadership and the chance to influence strategic direction
  • Opportunity to lead transformative loyalty initiatives in a well-known organization.
Full Job Description
Job Description

Job Summary

Leads the day-to-day management and evolution of the membership loyalty program, with accountability for P&L performance, member growth, engagement, and profitability. Partners in the development of loyalty and co-brand credit card strategies and leads the implementation of initiatives that drive customer engagement, retention, and lifetime value. Collaborates across the enterprise to deliver measurable customer, financial, and business outcomes.

Job Responsibilities
  • Defines end-to-end loyalty strategy across all assets in our loyalty ecosystem that drive engagement, retention, and advocacy. Leads loyalty team efforts across 3YP, annual planning, and planning pivots throughout the year.
  • Leads ongoing loyalty trend analyses across Retail, Pharmacy, and Healthcare to identify new opportunities for loyalty program innovation.
  • Leads cross-functional team to design and implement innovative loyalty initiatives that differentiate Walgreens from the competition, while acquiring new members and growing relationships with existing ones.
  • Develops business cases to determine prioritization of new opportunities to improve program experience and drive business outcomes. Develops and manages budgets for loyalty program initiatives, ensuring that expenditures are aligned with program goals and ROI targets.
  • Develops go-to-market test and scale plans for new benefits, features, and services to introduce via our loyalty ecosystem.
  • Monitors regulatory requirements related to loyalty programs and partners with Legal to ensure compliance in line with program changes.
  • Provides thought leadership and strategic guidance to senior leadership on loyalty program initiatives and related innovation opportunities.
  • Develops, implements, and delivers the loyalty program for business-to-business (B2B) and business-to-consumer (B2C) customers.
  • Partners with Product team to map out member journey and determine areas of opportunity to enhance member experience. Translates the desired customer experience for the program into business requirements and partner teams to implement.
  • Mentors and develops team members to ensure a high-performing, collaborative, and innovative culture within the loyalty strategy and innovation function.

External Basic Qualifications

  • Bachelor's degree and at least 6 years of experience with customer loyalty OR High School/GED and at least 9 years of experience with customer loyalty
  • Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level.
  • Experience leading cross-functional teams in a matrix organization
  • Experience developing strategic initiatives which align with business goals and budget.
  • Experience creating opportunities and leading initiatives that impact ROI and/or an organization's profitability
  • 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 5% of the time for business purposes (within state and out of state)


Preferred Qualifications

  • Master's degree OR MBA
  • Demonstrated creative thinking and innovation in the Loyalty industry.
  • Direct experience owning and optimizing P&L performance to achieve business and financial objective.
  • Experience working with complex data analysis and applying AI/machine learning/personalization best practices.
  • Experience with retail or pharmacy.
  • Experience identifying operational issues and recommending and implementing strategies to resolve problems.
  • Experience leading cross-functional teams.

About Walgreens

Walgreens is the nation's largest drugstore chain with fiscal 2010 sales of $67 billion. The company operates 7,689 drugstores in all 50 states, the District of Columbia and Puerto Rico. Each day, Walgreens provides nearly 6 million customers the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services, and advice in communities across America. Walgreens scope of pharmacy services includes retail, specialty, infusion, medical facility, and mail service, along with respiratory services. These services improve health outcomes and lower costs for payers including employers, managed care organizations, health systems, pharmacy benefit managers, and the public sector. Take Care Health Systems is a Walgreens subsidiary that is the largest and most comprehensive manager of worksite health centers and in-store convenient care clinics, with more than 700 locations throughout the country.

Walgreens Careers

Joining Walgreens means becoming part of a team dedicated to inspiring health and well-being across America. As a cornerstone of the community, Walgreens offers unparalleled job opportunities in the retail and healthcare sectors, making it an ideal place for professional growth and innovation. Work You’ll Do At Walgreens, every position contributes to our mission of delivering premier health solutions while ensuring a diverse and inclusive workplace that fosters growth. Our team members are at the forefront of transforming customer experiences through dedication and expertise. Lead with Innovation and Leadership Embrace the opportunity to lead at Walgreens, where we combine industry expertise with a culture of innovation. Our leadership is committed to nurturing a professional environment where ideas thrive and leadership skills are honed through comprehensive diversity training and leadership development programs. Engage in Meaningful Work Join a team that values hard work and creativity, where your skills will be enhanced through challenging projects and collaborative team efforts. Walgreens is not just about filling prescriptions—it's about offering solutions that promote healthier communities. Explore Career Opportunities Whether you're looking for an entry-level position or a more advanced professional role, Walgreens offers a range of career paths in dynamic business areas. From in-store roles to corporate support, our job opportunities are designed to fit a variety of skills and interests. Internship and Employment Benefits Start your career with a Walgreens internship and gain hands-on experience that paves the way for future employment. Our interns work on real projects that matter, gaining skills that are crucial for future success. Full-time team members enjoy a wealth of benefits, including comprehensive health coverage, retirement plans, and exclusive employee discounts. Invest in Your Career Growth Walgreens is committed to the career development of our employees. We provide resources and training that encourage continuous learning and career advancement. With support for certifications and networking opportunities, team members can expand their professional horizons and achieve their career goals. Stay Connected Join Our Team Discover the diverse range of hiring opportunities at Walgreens by exploring open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players ready to make a significant impact. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at Walgreens. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at Walgreens. At Walgreens, we are excited to see where your ambition takes you. Join us and be part of a team that is dedicated to shaping the future of health and wellness for everyone.
Learn more about Walgreens
Size
202,000 employees
Market Cap
$32.8 billion
Industry
Net Income
-$696 million
Founded
1901
5 Year Trend
+2.3%
Revenue
$141.5 billion
NASDAQ

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