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.

Our Customer Success and Growth Organization is at the heart of our member, patient, and customer experiences as we have a unique focus on defining meaningful moments for those we serve. Our north star is creating heartfelt, personalized moments by listening to feedback to remove existing obstacles and simplify enterprise experiences. You are joining a team that cares for the well-being of our colleagues by working together in a supportive, collaborative and agile environment. 

At CVS Health, our retail business is a critical part of our strategy as the primary customer-facing piece of our portfolio. Our CRM channels and communications are some of our most important marketing activities, driving sales, customer engagement and retention. We are currently investing significantly in CRM to revolutionize the way we communicate with customers and are looking for an experienced CRM professional to help lead this change.

The Lead Director of CRM Strategy owns the contact strategy for CVS across email, SMS, PUSH and direct mail. This role has several key pieces:

• Guiding POD teams to develop the customer contact strategy and journeys across lifecycles (acquisition, onboarding, active and lapsing/winback), tailoring for customer segments
  • Aligning journeys with retail goals while also facilitating personalization that deepens CVS’ relationship with the customer
  • Develop customer-first, cross-channel CRM strategies ensuring deployment of the right messages to the right customer at the right time to drive customer engagement & sales
  • Work cross functionally and be one of the primary decision makers in establishing and implementing an overarching governance model that automates customer contact decisions.

• Improving performance & customer reporting & analytics, conducting deep dives and training the team to identify opportunities within lifecycles
  • Metrics include channel health (engagement, CTR, etc), financials (revenue, markdowns, etc.) as well as articulating areas of opportunity & tactics to take advantage (reach, better targeting, etc.)

• Understanding the business drivers and their relation to CRM performance; working closely with cross functional teams across the organization to optimize performance
  • Prioritize business needs with minimal direction; understand implications of decisions on financials (sales, markdowns, redeemers, etc.)
  • Effectively influence different partners across the organization
  • Actively develop open and trusting relationships across a large, complex organization to create clear goals, accountability, and outcomes

• Technical proficiency in how overall CRM marketing stacks work (data, decisioning, delivery)
  • Oversee the SME who works with MarTech, Marketing Operations, Analytics and Retail IT on the roadmap to achieve Orchestration and real time decisioning across all CRM channels
  • Quickly and accurately synthesize technical needs or investments to senior, non-technical audiences

• Managing & coaching a team of 5+ direct reports and 8+ high performing individuals
  • Foster a positive and high performing environment that allows the team to excel as well as have fun
  • Coach team to perform their best work and strengthen gaps; coach team to understand priorities and how to effectively articulate and advocate for the best approach with cross functional teams
     

WORK HOURS: Please note that candidate selected will be required to work East Coast hours and must be willing to travel as needed to Woonsocket, RI.

Required Qualifications:

• 10+ years of work experience that includes managing people in a marketing function
• 5+ years of experience in CRM, lifecycle marketing, product management or business strategy.

Preferred Qualifications:

• 10+ years of experience in CRM, Digital Product or Marketing Technology roles.
• 5+ years of experience with an emphasis on Marketing Technology, message orchestration/arbitration and/or customer lifecycle management.
• Strong business acumen and understanding of business and CRM performance drivers
• Experience with scalable personalization for a large, consumer facing brand.
• Deep understanding of omni-channel orchestration and lifecycle journey management.
• Experience with implementing customer segmentations into life cycle journey
• Understanding of omni-channel arbitration and governance principles and familiarity with the implementation of those principles at scale.
• Strong judgement to effectively prioritize and focus on the biggest impact activities.
• Experience working with the Adobe Experience Cloud, Salesforce Marketing Cloud, and other leading Marketing Technology suites of products.
• Proven track record of the ability to work collaboratively with internal and external business partners in delivering positive ROI results.
• Self-motivated, high-capacity individual who can function and win in a performance-driven environment.
• Excellent communication skills that can be effectively articulated in both written and oral forms across a diverse audience base.
• Strong leader with previous cross-functional experience

Education

Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required

Master’s Degree preferred

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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.  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 jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 09/27/2024

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