Director, Loyalty Strategy & Innovation

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.

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.

• 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)

• 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.