Senior Analyst, Customer Relationship Management (CRM)

Walgreens•Deerfield, IL

1d•$65,000 - $113,750

About The Position

The Senior Analyst, Customer Relationship Management (CRM) supports retail customer and pharmacy patient engagement and retention initiatives across email, mobile push, SMS, and other owned marketing channels. The role focuses on campaign execution support, campaign analysis, and optimization through A/B testing to improve channel engagement, audience retention, and business outcomes. The position combines knowledge of campaign operations and workflows with attention to detail and analytical skills. It 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. The role performs operational activities within Customer Loyalty & Insights, develops and analyzes plans and programs, monitors results and recommends adjustments, and supports cross-functional initiatives. It may advise on its area of responsibility, lead project work streams, contribute to budgets and standards, and mentor or train less experienced team members.

Requirements

Bachelor’s degree and at least 1 year of experience in promotions, marketing, retail, analytics, pricing, consumer packaged goods, insights, vendor collaboration, consumer research, inventory, category management, and/or business analysis; OR high school diploma/GED and at least 4 years of experience in one or more of these areas.
Experience with MS Office Suite.
Experience prioritizing and organizing work, tracking details, and meeting deadlines across multiple projects with varying completion dates.
Experience analyzing and reporting data to identify issues, trends, or exceptions, drive improvement, and find solutions.
Experience collaborating with internal and external resources to develop strategies that meet department goals within budget and established timelines.
Willingness to travel up to 10% of the time for business purposes, within and outside the state.

Nice To Haves

Bachelor’s degree and at least 2 years of experience in Walgreens' MARP program; OR a bachelor’s degree and at least 3 years of relevant experience; OR high school diploma/GED and at least 6 years of relevant experience.
Experience with CRM or marketing technology platforms such as Adobe Campaign, Adobe Journey Optimizer, 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.
Experience identifying operational issues and recommending and implementing strategies to resolve problems.
Ability to communicate complex technical workflows to cross-functional audiences.

Responsibilities

Support retail customer and pharmacy patient engagement and retention initiatives across email, mobile push, SMS, and other owned marketing channels.
Support campaign execution, analyze campaign results, and optimize campaigns through A/B testing.
Develop and execute plans and programs that enhance consumer awareness, market share, and support business initiatives.
Interpret results, analyze trends, and assess whether functional strategies are aligned with intended outcomes.
Monitor strategies and recommend or implement adjustments.
Contribute to planning and implementing activities to meet objectives, develop tactical plans, and prepare related program budgets.
Participate in developing programs that establish and enhance standards.
Identify and establish relationships with internal and external partners.
Track, summarize, and present problematic issues affecting key initiatives to management.
Anticipate and prevent problems and roadblocks.
Collaborate and share information across functions to improve workflows and operational efficiency.
Advise on the assigned area of responsibility, challenge current methods constructively, and identify improvements that support standards and better results.
Design specifications for assigned initiatives and potentially lead implementation; become involved as needed to meet schedules and resolve problems.
Recommend process and operational-efficiency improvements; may act as a customer advocate.
Work on projects of varying sizes and potentially lead work streams, ensuring initiatives are completed within budget and on time.
Communicate effectively and tailor communications to different audiences.
Build knowledge of the assigned area and work with internal and external resources to develop partner confidence and personal capabilities.
Mentor less experienced team members and potentially teach or train work-team members.