Loyalty Strategy Director: Growth & Innovation

Walgreens; Deerfield (IL); On-site; USD 150,000 - 241,000; Full time

Job summary

Walgreens in United States seeks a senior loyalty leader to manage day-to-day and evolve the membership program, accountable for P&L, member growth, engagement, and profitability.

You will collaborate across the enterprise to define end-to-end loyalty strategy, drive initiatives, and translate customer experiences into actionable business requirements, mentoring a team to deliver measurable outcomes.

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)

Responsibilities

• Defines end-to-end loyalty strategy across all assets in our loyalty ecosystem that drive engagement, retention, and advocacy.
• 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 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.

Skills

Loyalty strategy

Cross-functional leadership

Stakeholder management

Financial decision making

Data analysis

Innovation

Education

Bachelor's degree

High School/GED

Master's degree or MBA

Job description

Walgreens in United States seeks a senior loyalty leader to manage day-to-day and evolve the membership program, accountable for P&L, member growth, engagement, and profitability.

You will collaborate across the enterprise to define end-to-end loyalty strategy, drive initiatives, and translate customer experiences into actionable business requirements, mentoring a team to deliver measurable outcomes.