Director, Customer Engagement and Loyalty Experience
Posted on Apr 6, 2021 by Walgreens Boots Alliance, Inc
Accountable for directing a specified area of work within Customer Loyalty & Insights in order to achieve business goals and targeted financial and quality results. Outcomes directed have a moderate to significant impact on the organizations short-term and/or long-term results, specific customers and/or stakeholders. Decisions have significant impact on the organization.
Builds the formal frameworks and methodologies for approaching major strategic issues both leveraging existing resources and creating new innovative concepts across the Company for area of expertise. Ensures process and structural fit with key stakeholders. Performs as a focal point for cross-functional teams and liaison to stakeholders in developing and implementing frameworks. Develops effective working relationships with stakeholders to achieve targeted goals and/or solutions.
Counsels key stakeholders on areas of expertise. Partners cross-functionally to translate and define business needs for area of responsibility to execute against. Strategically partners cross-functionally to develop the strategies and actionable roadmap to meet goals. Develops short- and long-range strategies, plans and actionable goals. Oversees implementation of procedures, processes, and policies that have significant impact upon the organization.
Makes recommendations for the formulation of the strategies and operating plans of the specified area of responsibility, then, based on prevailing conditions executes or adjusts the operating plans of the business unit directed.
Shares complex information related to areas of expertise. Interacts with senior management to keep abreast of objectives. Interacts with direct reports and peers in management/customers/vendors to interpret information and improve cross-functional processes and programs. Builds and enhances key internal and external contacts.
Sets financial, operational and quality objectives and develops/oversees operating plans for the area of responsibility.
Ensures growth and optimization of consumer awareness, market share and/or specified initiatives. . Reviews the competitive marketplace and makes recommendations for adjustments to operational activities based upon identified information.
May develops budget for specified area of responsibility and delivers against business goals/objectives.
Analyzes performance drivers, proactively determines actionable strategy, and then contributes to identifying solutions for mitigation and/or optimization to achieve overall business goals.
Directs teams accountable for daily operations. Oversees and directs the work of managers, senior 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 6 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 9 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.
Experience interacting at the executive level.
Experience managing client-facing programs.
At least 2 years of experience planning, developing, and managing departmental expense and capital budgets.
At least 3 years 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).