Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The Manager of Operations for Loyalty, Promotions and Merchandising Initiatives is crucial in driving the success of loyalty programs, executing effective promotional campaigns and the execution of merchandising initiatives that contribute to the company's overall growth and customer retention efforts. As the manager, you will develop and manage the operational strategy of loyalty programs, promotional activities as well as the enhancements & deployment of merchandising initiatives. This includes designing tools and resources, tracking colleague engagement with programs, and continuous improvement of processes to enhance colleague and consumer experience.

The role will establish key performance indicators (KPIs) and metrics to track the execution of loyalty, promotional initiatives and merchandising activities, and leverage the insights to analyze the effectiveness of processes and programs, making data-driven decisions to optimize their impact. Regularly reporting on performance to senior management will be part of your responsibilities. You'll be responsible for managing the budget allocated to loyalty, promotional activities, and merchandising initiatives, ensuring effective allocation of resources. As a manager, you'll foster a culture of continuous improvement, proactively identifying opportunities to enhance operational efficiency and colleague/customer engagement, influencing senior leaders to continue to drive outcomes forward. Staying updated on industry trends and loyalty and promotional strategies will help you identify new opportunities to drive customer loyalty and business growth.

Primary Job Duties & Responsibilities:

Project Management

• Develop, manage and deploy the operational strategies of customer loyalty, promotional and merchandising initiatives programs, including the creation of tools and resources, tracking colleague execution, and continuously improving the program for an enhanced colleague and consumer experience.

• Leads the creation of essential resources including job aids, training materials, communication plans, and knowledge articles. Collaborates with key partners such as Learning & Development, Retail Communications, Merchandising, Promotional, Loyalty & Personalization, and business partners as necessary to ensure colleagues are empowered with tool and process proficiency.

• Collects and analyzes data and feedback through partnerships with enterprise analytics and customer insights, while also developing and collecting operational insights to inform strategic decisions and refine processes and tools for optimal outcomes.

• Establish key performance indicators (KPIs) and metrics to monitor the execution of loyalty, promotional and merchandising initiatives, regularly reporting on performance to senior leadership.

• Collaborates with merchandising, logistics, and other key partners to strategize and execute the most effective deployment of new processes, aligning with the overall operational strategy and enhancing the Front Store experience.

• Plans, monitors, and controls project budgets, ensuring that expenditures align with approved allocations while optimizing utilization to achieve desired outcomes.

• Travels frequently to stores to listen to feedback directly from the colleague and consumer, when appropriate, to create simplicity and support the “You asked, we listened” colleague listening strategy.

• Build a culture of continuous improvement, proactively identifying opportunities to enhance operational efficiency and colleague/customer engagement.

Stakeholder Influence and Change Management

• Drives change agility in self, team, and network.

• Fully embraces organizational improvement initiatives, acting as a change agent with one’s own team and peers and partners.

• Leverages a results-oriented mindset, using metrics to monitor improvements.

• Provides both constructive and appreciative feedback on ideas and key initiative.

• Looks for ways to break through implementation barriers rather than be impeded by them.

• Develops and manages a standardized set of views that are used to internally monitor macro-level trends and key drivers of each.

• Influences with and without authority to change mindsets of leaders, develop believers in the product and explain the benefits of the solution.

• Crafts communications, in collaboration with the business communication team, to share highlights, updates, outcomes, and launch strategies with senior leaders, the field, and the stores.

• Stays updated on industry trends and innovative loyalty, promotional and merchandising initiative strategies to identify new opportunities for driving customer loyalty and business growth.

Strategic Planning

• Creates robust strategies under the guidance of the Senior Manager.

• Assigns appropriate timelines and accountabilities for items, empowering the working team to drive action steps to completion.

• Navigates ambiguity and change to achieve goals despite potential obstacles.

• Leads and participates in meetings/calls with corporate partners and retail executives.

• Champions innovation by bringing ideas to leadership as well as the broader Retail Leadership Team in an agile way, while balancing growth against financial risk and incremental cost to the organization

Required Qualifications

• 5+ years’ experience working in retail, or in similar model.

• 5+ years’ experience demonstrating the ability to think strategically and develop long-term plans that align with the organization's goals and objectives.

• 5+ years leading project management experience leading from inception to end of project launch.

• 5+ years’ experience creating new process and technology solutions in a fast-paced environment (retail experience a plus).

• 5+ years root cause analysis, problem solving, and operating procedure innovation that creates optimal end user experiences.

• Track record of leading through ambiguity.

• 5+ years’ experience leveraging strong communication skills to effectively influence and collaborate with team members and key stakeholders to achieve desired outcomes.

• Adaptability to work effectively in a hybrid work environment, which may include both remote and in-office work, while maintaining high productivity and communication standards.

• Advanced knowledge of change management techniques to move colleagues into the adoption phase of new processes in the most streamlined way possible.

• Demonstrates a high level of emotional intelligence.

• Proven track record of high performance.

• Advanced skills using the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Regular and reliable attendance.

• Any additional tasks as directed by supervisor or manager.

• Occasional travel, up to 25%, may be required based on the needs of the business

Preferred Qualifications

• 8+ years’ experience working in retail, loyalty, and personalization, or in similar model.

• 8+ years’ experience demonstrating the ability to think strategically and develop long-term plans that align with the organization's goals and objectives.

• 8+ years’ experience leveraging strong communication skills to effectively influence and collaborate with team members and key stakeholders to achieve desired outcomes.

• 8+ years leading project management experience leading from inception to end of project launch.

• 8+ years’ experience launching creating technology solutions in a fast-paced environment (retail launch experience a plus).

• Advanced skills using analytics tools such as SQL for data analysis and reporting.

Education

Bachelor’s degree or equivalent relevant experience

Pay Range

The typical pay range for this role is:

$66,330.00 - $145,860.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 01/08/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.