Analyst, Customer Relationship Management (CRM)

Supports customer & patient engagement and retention initiatives across email, push, SMS, and other owned channels. This role will focus on campaign execution support, campaign analysis, and experimentation through A/B testing to improve engagement, retention & business outcomes.

The ideal candidate combines a strong understanding of campaign operations with attention to detail and analytical skills. This role partners closely with CRM Operations, Insights & Analytics, Creative, Legal, and Brand Marketing teams to translate business objectives into actionable campaign requirements and measurable test-and-learn programs.

Job Responsibilities:

• Performs and implements daily operational activities that impact discrete components / processes of the specified Customer Loyalty and Insights work function, and may include responsibilities in the area of vendor collaboration, pharmacy insights, customer insights, pricing and promotion and/or consumer research such as:

• Creating deep dive analyses to study key area trends.

• Participating in development and enhancement of standard initiatives to optimize consumer awareness, market share, overall efficiencies and support specified work function initiatives.

• Participating in development of new programs and enhancing current programs to meet performance objectives.

• Running ad-hoc analyses to identify and recommend innovative options to drive business strategy.

• Performing research to identify industry trends and best practices.

• Evaluating key area trends and developing/implementing innovative programs/improvements.

• Analyzing performance against departmental objectives.

• Participating in monitoring departmental strategies and objectives.

• Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to effectively facilitate elimination of problems / roadblocks as they occur and create efficient fixes.

• Collaborates cross-functionally to accomplish activities. Interacts with internal and external peers and/or managers to exchange semi-complex information related to assigned activities.

• Constructively challenges current methods to identify areas of improvement and deliver improved results.

• Participates in and contributes to departmental meetings by adding relevant input to assist in driving program results.

• Works on small projects and may lead some project work streams, as necessary. Gathers and updates necessary information and communicates to appropriate parties. Ensures assigned initiatives are completed within budget and on time to meet business units’ needs.

• Bachelor’s Degree OR High School Diploma / GED and at least 3 years of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, vendor collaboration, consumer research, inventory, category management and/or business analysis.

• Experience with MS Office Suite.

• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.

• Experience analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

• Experience collaborating with internal and external resources to develop strategies that meet department goals within budget and established timelines.

• Willing to travel up to/at least 10% of the time for business purposes (within state and out of state)., + Experience with CRM or marketing technology platforms such as Adobe Campaign, Salesforce Marketing Cloud or Braze.

• Familiarity with SQL, dashboarding tools, or customer analytics platforms

• Experience working in retail, loyalty, healthcare, pharmacy, or e-commerce environments

• Understanding of customer lifecycle and retention strategies

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

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.