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

At CVS Health, we are a health solutions company focused on being there for every meaningful moment of health, big and small. Our retail front store business is a critical part of our strategy – it’s where and how consumers can take care of their everyday well-being with products that help with physical, mental, social/emotional well-being.

The Loyalty team inspires customers to choose CVS as their health and wellness go-to retailer by delivering value and the most rewarding personalized shopping experience.

The Senior Manager, Loyalty Transformation will drive forward-looking strategy for ExtraCare, including its free and paid tiers, and drive health-oriented growth opportunities for Loyalty.  Your expertise in pharmacy or healthcare, loyalty and rewards programs, and/or consumer experiences and growth, will be critical to expanding and innovating Loyalty over the long-term, and across the CVS Health enterprise.  ExtraCare across CVS Health enterprise and Retail Pharmacy. 

You will work with many teams including Loyalty, Omnichannel Retail, Analytics & Data Science, Merchandising, Marketing, Consumer Insights, and Promotions and will report to the Dir of Loyalty Benefit Transformation with consistent exposure and engagement with Executive Dir and VP levels. This is an individual contributor role that will engage a broader cross-functional team and dedicated partners to drive their business goals.

Responsibilities

Estimated % of Time

Strategic Planning

Utilize your industry knowledge and strategy skills to help us reimagine the future state of ExtraCare’s free and paid tiers to meet the needs of today’s shoppers, patients and members and transform how they engage with CVS. Specific focus on the role of loyalty within our retail pharmacy and health services. 

30%

Program Expansion and Management

Analyze internal and external data sources to identify and develop new opportunities aligned to ExtraCare’s future vision and CVS retail and enterprise priorities.  Manage current programs and expansions as developed, including performance tracking and growth optimization.

30%

Customer Insights Generation

Test new concepts with customers and develop sizing / business cases to support and prioritize new concepts. Critical contributor to executing in market testing where needed.

15%

Presentations & Storytelling

Assist with developing presentations to communicate ExtraCare vision and opportunities to all levels of the organization. Engage and influence leaders and peers across CVS to build alignment around the loyalty vision, design and implementation.

15%

Collaborative Partnerships

Work with cross functional teams to ensure robust ideation and enterprise support.

10%

Required Qualifications

A successful candidate will have a strong work ethic, be a self-starter, and thrive in a dynamic, collaborative environment. The ideal candidate will have the following knowledge / skill / ability:

• Highly responsible and accountable for building strong business value
• Consistently leads by example and contributes to team success through open and honest communication, respect, an entrepreneurial spirit, and resiliency
• Expertise leveraging MS Office Suite, including advanced Excel and Powerpoint capabilities
• Joins forces to get things done: proven track record of working collaboratively with internal and external business partners to deliver ROI (e.g., effective targeting and communication strategies, enhanced operations, new opportunity evaluation)
• Proven ability to work across multiple simultaneous projects, understanding and delivering what is needed in short time frames
• Excellent communicator, both verbal and written, with the ability to synthesize and frame a vision for executive alignment
• Able to hold others accountable to ensure outcomes are achieved; celebrates the wins and lifts up key partners
• Human-centered, with a passion for creating engaging experiences in loyalty and retail that measurably drive business outcomes
• Able to go from 10 to 10,000 ft: able to frame and evaluate business questions and hypotheses, and synthesize facts and insights into concrete, actionable recommendations. And then, partner effectively to bring the recommendations to life.
• Customer engagement experience (e.g., Marketing, digital engagement)
• 5+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
• 5+ years leveraging data to support strategic plans and return on investment
• 5+ years’ working with a team to prioritize work based on skills, needs, timelines, etc.
• 5+ years’ experience engaging and inspiring a team and/or partners to reach optimal business outcomes together
• 5+ years’ experience demonstrating intellectual curiosity and out of the box thinking
• 5+ years’ experience thriving in a high demand, performance-driven environment where priorities may shift
• 5+ years’ experience working in Retail, CPG, CRM or similar businesses
• Regular and reliable attendance during normal working hours, as established by the leader
• Travel requirements – up to 25% travel expected

Skill In:

• Strong executive presence and business acumen
• Superior ability to influence without authority and build relationships quickly
• Excellent verbal and written communication skills, including presenting to large audiences and senior leaders
• Balancing, coordinating, and executing competing priorities across multiple stakeholders
• Delegation and assignment of responsibilities within a project to appropriate stakeholders
• Framing complex problems and developing solutions that address multiple interests with minimal guidance or direction
• Identifying risk and mitigation strategies to ensure success
• Using critical thinking and strategy to balance multiple stakeholder needs (e.g. patient, customer, executives, business owners, enterprise)
• Demonstrating strong attention to detail and follow through with commitments

Ability to:

• Translate vision and strategy into actionable timelines and produce successful outcomes
• Navigate ambiguity and change to achieve goals despite potential obstacles
• Pivot priorities quickly to adapt to and meet changing business needs
• Exhibit model professional behaviors that are consistent with collaborating with senior leadership and that demonstrate a strong bias for inclusion, collaboration, building trust, driving for and delivering results as well as supporting innovation and change
• Continuously accept feedback and where appropriate, create thoughtful recommendations to adapt governance strategy, involving appropriate stakeholders where needed for alignment
• Deliver high quality professional communications, presentations, responses and analyses on a wide range of requests by working quickly, independently and with minimal direction
• Communicate clearly to small and large groups internally and externally to lead complex projects to completion
• Plan, develop, and execute short- and long-term goals
• Collaborate on efforts that require field and store support
• Lead for the team recurrent analysis and reporting on CVS communications – reaching intended audiences, execution and improvement of processes

Preferred Qualifications

• 5+ years’ experience studying broader retail trends, and have an expert understanding of loyalty programs, and what inspires customers to participate meaningfully (plus if you are a CVS shopper). 
• 1-2+ yrs. in a post-MBA capacity in management consulting or Marketing role in loyalty/retail/customer goods industry.
• Experience working in consulting for a large agency.

Education:

Bachelor's degree or equivalent experience.

     
 

Pay Range

The typical pay range for this role is:

$82,940.00 - $182,549.40

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.  This position also includes an award target in the company’s equity award program. 
 
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: 12/27/2024

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