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 segmentsAligning journeys with retail goals while also facilitating personalization that deepens CVS’ relationship with the customerDevelop customer-first, cross-channel CRM strategies ensuring deployment of the right messages to the right customer at the right time to drive customer engagement & salesWork 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 lifecyclesMetrics 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 performancePrioritize business needs with minimal direction; understand implications of decisions on financials (sales, markdowns, redeemers, etc.)Effectively influence different partners across the organizationActively develop open and trusting relationships across a large, complex organization to create clear goals, accountability, and outcomesTechnical 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 channelsQuickly and accurately synthesize technical needs or investments to senior, non-technical audiencesManaging & coaching a team of 5+ direct reports and 8+ high performing individualsFoster a positive and high performing environment that allows the team to excel as well as have funCoach 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 teamsWORK 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 function5+ years of experience in CRM, lifecycle marketing, product management or business strategy.
Preferred Qualifications:
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
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.