Senior Director Customer Loyalty & Insights
Posted on Apr 6, 2021 by Walgreens Boots Alliance, Inc
Responsible for overseeing a specified area of work within Customer Loyalty & Insights. Creating a patient and customer-centric culture by bringing the voice of the consumer into the center of decision making for Brand Strategy and Digital Business Growth. Creates and executes actionable programs and products across Walgreens by leveraging digital marketing/eCommerce insights to fulfill the corporate strategy. Lead an integrated insights team to uncover insights that inform loyalty marketing strategy, mass personalization and digital channel optimization. Lead the development and implementation of voice of the customer platform. Develop and execute consistent and relevant key business metric reporting.
Develops a strategic plan (short and long-term) around the execution of Corporate initiatives; leading and overseeing the activities for the area of responsibility across the company and business groups.
Builds strategy and inputs to inform annual long range planning cycle. Leads process reviews and development of strategies to meet financial targets, and departmental goals and objectives.
Collaborates with executive leadership and peers to ensure understanding of key initiatives and result. Supports quarterly senior leadership planning off sites and assessment of business performance.
Shares highly complex information related to areas of expertise. Interacts with senior management to keep abreast of objectives and report on the execution thereof. Advises and makes actionable recommendations to executive management on strategic initiatives related to developing a customer focused organization.
Accountable for growth and optimization of consumer awareness, market share and/or specified initiatives. . Reviews the competitive marketplace and makes adjustments to operational activities based upon identified information.
Develops budget for specified area of responsibility and is accountable for delivering against business goals/objectives.
Builds the formal frameworks and methodologies for key strategic issues both leveraging existing resources and creating new innovative concepts across the Company, ensuring process and structural fit with cross-functional teams. Establishes the underlying toolkit essential for building the infrastructure.
Oversees and provides leadership, direction and consultation to the Directors on staff within Customer Loyalty & Insights. Builds and manages an internal/external team to lead the development of Customer Loyalty & Insights. Oversees and directs the work of director, managers and their subordinates. Obtains and allocates resources to meet operating plans. Ensures the ongoing training and development of direct reports. Develops and mentors staff through on-boarding, 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.
Bachelors degree and at least 8 years of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, consumer research, vendor collaboration, inventory, category management and/or business analysis. OR High School/GED and at least 11 years of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, consumer research, vendor collaboration, inventory, category management and/or business analysis.
Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level.
Experience developing strategic initiatives which align with business goals and budget.
Experience identifying operational issues and recommending and implementing strategies to resolve problems.
Experience leading cross-functional teams in a Matrix organization
Experience interacting and influencing others at the executive level.
Experience creating opportunities and leading initiatives that impact ROI and/or an organizations profitability
At least 5 years of experience planning, developing, and managing departmental expense and capital budgets.
At least 5 years of experience of direct leadership and/or cross functional team leadership.
Masters degree OR MBA
Willing to travel up to 10% of the time for business purposes (within state and out of state).