Walgreens

Senior Manager, Customer Relationship Management Operations

Walgreens • $100K — $120K *
Retail & Consumer Goods
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 4 years or High School diploma with 7 years in Marketing, Insights, or Digital.
  • Expertise in Adobe Campaign Classic (ACC) and Adobe Experience Manager (AEM).
  • Strong relationship-building skills with executives and various organizational levels.
  • Analytical experience to drive program improvements through data insights.
  • Ability to identify operational challenges in a matrixed environment.
  • Experience guiding financial decisions in a professional setting.
  • Leadership experience of at least 2 years in direct or cross-functional roles.

Responsibilities

  • Lead development and execution of customer-centric marketing campaigns.
  • Act as a team expert on Adobe Campaign Classic and Adobe Experience Manager.
  • Manage offshore resources as the primary point of contact.
  • Optimize data flow to enhance marketing effectiveness measurements.
  • Represent CRM in cross-departmental initiatives and IT developments.
  • Enhance processes and governance for CRM operations.
  • Advocate for CRM solutions to key internal stakeholders.

Benefits

  • Professional growth and continuous learning opportunities.
  • Diverse and inclusive workplace environment.
  • Training and development support for team members.
  • Opportunities to work with cross-functional teams.
  • Travel opportunities up to 10% for business purposes.
Full Job Description
Job Description

Job Summary

The CRM Senior Manager, Retail Campaigns leads the development and execution of customer-centric marketing campaigns that drive engagement, loyalty, and sales across retail channels. This role partners closely with Merchandising, Loyalty, Digital, Analytics, and MarTech teams to deliver personalized, data-driven customer experiences, optimize campaign performance, and support key business priorities. The position is responsible for translating business objectives into scalable CRM strategies while ensuring operational excellence, continuous innovation, and measurable business impact.

Job Responsibilities
  • Acts as team expert on Adobe Campaign Classic (ACC) and Adobe Experience Manager (AEM).
  • Manages and serve as the single point of contact for offshore resources.
  • Ensures optimized data flow to and from ACC for marketing effectiveness measurements.
  • Represents Customer Relationship Management (CRM) in forums and projects focused on enhancements or IT development including audience creation tools and vendor reviews for service providers.
  • Improves processes and governance related to CRM operations.
  • Contributes to delivery of hyper personalized customer experiences which leverage and expand progressive profiling capabilities and increase usage / application of 1st party data across owned channels.
  • Serves as an advisor and advocate for the solutions designed by the CRM team with our Marketing, Product, Digital Commerce, and IT partners.
  • Navigates and balances priorities across multiple stakeholder constituencies, understanding and effectively representing CRM strategic requirements and objectives within enterprise initiatives.
  • Shares information with cross functional partners and Marketing leaders to continuously improve CRM planning processes. Interacts with direct reports and peers in management / customers / vendors to share information and improve cross departmental processes.
  • Ensures ongoing training and development of on and offshore team members. Develops and mentors staff through onboarding, 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.

External Basic Qualifications

  • Bachelor's Degree and at least 4 years experience in experience in Marketing, Insights, Data Strategy, Healthcare, Strategy, and/or Digital OR, High School Diploma/GED and at least 7 years experience in Marketing, Insights, Data Strategy, Healthcare, Strategy, and/or Digital.
  • Expertise in Adobe Campaign Classic (ACC) and Adobe Experience Manager (AEM).
  • Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level.
  • Experience analyzing and acting upon customer and program-level data through identification of issues, trends, or exceptions to drive improvement of results and find solutions.
  • Experience identifying operational issues in a matrix organization and driving towards solutions.
  • At least 2 years of experience contributing to financial decisions in the workplace.
  • At least 2 years of direct leadership, indirect leadership and/or cross-functional team leadership.
  • Willing to travel up to 10% of the time for business purposes (within state and out of state).


Preferred Qualifications

  • Bachelor's Degree and at least 4 years' experience in experience in Marketing, Insights, Data Strategy, Healthcare, Strategy, and/or Digital OR, High School Diploma/GED and at least 7 years' experience in Marketing, Insights, Data Strategy, Healthcare, Strategy, and/or Digital.
  • Expertise in Adobe Campaign Classic (ACC) and Adobe Experience Manager (AEM).
  • Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level.
  • Experience analyzing and acting upon customer and program-level data through identification of issues, trends, or exceptions to drive improvement of results and find solutions.
  • Experience identifying operational issues in a matrix organization and driving towards solutions.
  • At least 2 years of experience contributing to financial decisions in the workplace.
  • At least 2 years of direct leadership, indirect leadership and/or cross-functional team leadership.
  • Willing to travel up to 10% of the time for business purposes (within state and out of state).


The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits.

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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