Sr. Manager, Customer Engagement

About The Company

Albertsons Companies is at the forefront of the revolution in retail. With a fixation on raising the bar with innovation and building belonging through our culture, our team is rallying our company around a unique purpose: to create joy around each table and inspire a healthier tomorrow for every community.

Albertsons Companies is one of the largest food and drug retailers in the United States, with over 2,200 stores in 34 states and the District of Columbia. Our well-known banners include Albertsons, Safeway, Vons, Jewel-Osco, Shaw's, Acme, Tom Thumb, Randalls, United Supermarkets, Pavilions, Star Market, Haggen, Carrs, Kings Food Markets, and Balducci's Food Lovers Market. We support our stores with 22 distribution centers and 19 manufacturing plants.

Placing a premium on adaptability, safety and family well-being, our work model, Presence with a Purpose, offers a hybrid work environment between remote work and office time. A one-size-fits-all approach does not apply to everyone, and teams are empowered to make decisions best for them.

Bring your flavor

Building the future of food and well-being starts with you. Join our team and bring your best self to the table.

What you will be doing

Sr Manager of Engagement for Health will work strategically and collaboratively to advance ACI’s purpose to inspire wellbeing by uncovering insights that allow us to make health more accessible. In this role, you will be a key member of the Health business team, driving engagement with Sincerely Health and making recommendations on programs and solutions that delight our customers and improve their lives. You will gain a deep understanding of our customers and use that knowledge as you develop, manage, and evolve our portfolio of engagement initiatives. This role will allow you to interact closely with Marketing, Product, and Loyalty teams as a thought partner, and to implement new Health & Pharmacy solutions with the aim of creating new, deeper relationships with customers.

The Sr Manager of Engagement must have a proven track record working on large, complex teams delivering high quality results, and the ability to work independently to drive decisions forward with key stakeholders. The ideal candidate will have relevant experience in retail and/or healthcare, and ability to support a range of initiatives within the digital health & retail space. The Sr Manager of Engagement will have strong business acumen, leveraging data to assess opportunities and risks at all levels of business operations. The successful candidate will have strong executive presence and a strategic mindset, with experience running and managing high-priority programs and operations from inception to execution. In this role, you will lead engagement strategy for our digital health & wellness platform, identifying unmet customer needs, developing new benefit and partnership opportunities, and driving annual acquisition and engagement planning.

The position’s preferred base is in Pleasanton CA, Chicago IL, or Dallas, TX but will have the option of Boise, Idaho, or one of our main regional offices (Seattle, WA, Portland, OR, Denver CO, Fullerton, CA, Phoenix, AZ).

Main responsibilities

Strategic Thinking

• Inspire wellbeing and capture customers’ lifetime love by placing them at the center of everything we do. Lead customer engagement strategy for Health initiatives, building programs and building partnerships for Health that promote adoption of Health and Pharmacy services, drive engagement with digital features, increase retention and grow share of wallet with our customers.
• Influence Health product strategies, roadmap and development across ideation, development, and go-to-market execution, partnering with Product, Marketing and Customer Insights to identify customer driven priorities and create a multi-year roadmap.
• Collaborate with Product Marketing and Product Communications team to build lifecycle communications plan against customer journeys to create robust marketing and communication strategies to drive engagement and retention.
• Partner with B2B teams to identify a pipeline of affiliate partners and utilize strong business sense and deep understanding of customer needs to develop innovative programs to drive increased value for our customers.
• Be curious. Constantly ideate and scope big ideas that can help the business drive accelerated portfolio growth and engagement.
• Be customer first. Innovate digital and in-store interactions to benefit our customers and increase engagement.
  
  

Insights & Analysis

• Use insights and data to develop industry leading Health program innovations, by identifying and prioritizing engagement opportunities and customer segments to target for initiatives.
• Develop strong business cases using competitive insights, customer insights, company performance, and portfolio performance metrics that support your recommendations.
  
  

Execution

• Scope, plan and execute a customer engagement program. Lead fearlessly as you bring the entire cross functional team along the journey to create, launch and evaluate performance.
  
  

Stakeholder Management

• Collaborate cross-functionally across the company and effectively influence without authority to drive business decisions.
  
  

The salary range is $95,400 to $123,900 annually. Starting salary will vary based on criteria such as location, experience, and qualifications. There may be flexibility for exceptional candidates. Benefits may include medical, dental, vision, disability and life insurance, sick pay, PTO/Vacation pay/Flexible Time Off, paid holidays (8-9 days annually) bereavement pay and retirement benefits (such as 401(k) eligibility). Associates in this position are also eligible for a quarterly bonus.

A copy of the full job description can be made available to you.

What we are searching for

• Minimum 8-10 years’ experience in retail/healthcare/hospitality with a strong understanding of loyalty programs and/or experience in building new digital loyalty capabilities and products through internal and external partnerships.
• 4+ years’ experience and demonstrated abilities in leading teams and managing projects.
• Bachelor’s Degree required, MBA preferred or equivalent experience.
• Experience in customer strategy, loyalty program management or merchandising strategy, with digital product experience a plus.
• Strong ability to develop structured frameworks, maintain a customer centric focus, and drive innovative thinking to solve complex challenges in a fluid environment.
• Expert presentation skills, well versed in taking complex information and translating into digestible material for broad organizational use.
• Proven success in building cross functional relationships with exceptional project management skills and ability to successfully manage multiple priorities.
• Entrepreneurial mindset. Thrives leading ambiguous work with an ability to bring structure and process.
• Experience with strategy development, problem solving and bringing complex projects to life
• Consulting and/or client-side experience in loyalty programs and digital platform adoption preferred.
  
  

What is it like at Albertsons?

Our 290,000 associates have a passion for great service and building lasting relationships with our customers. Through a companywide focus on innovation, we are continually enhancing our digital and product offerings, making it easy for customers to get what they need, wherever they are.

Albertsons is an Equal Opportunity Employer

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, the Company will consider for employment qualified applicants with arrest and conviction records.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 1-888-255-2269(option #4).