Senior Manager, Customer Relationship Management Operations

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.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

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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).

We will consider employment of qualified applicants with arrest and conviction records.

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.

Salary Range: $125000 - $218750 / Salaried