CRM Strategy Director at CVS Health

Chicago, Illinois, United States

Apply Now

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, RetailIndustries

Requirements

10+ years of work experience in a marketing function
5+ years of specific experience in CRM, lifecycle, or loyalty marketing or product management
3+ years of experience managing a team
Willing to work East Coast hours
Willing to travel occasionally as needed to Woonsocket, RI

Responsibilities

Own the contact and engagement strategy for retail CVS across email, SMS, Push and direct mail
Guide cross functional POD teams to develop the customer contact strategy and journeys across lifecycles (acquisition, onboarding, active and lapsing/winback), tailored to key customer segments
Align journeys with retail goals while 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
Improve performance & customer reporting & analytics, conducting deep dives and training the team to identify opportunities within lifecycles
Monitor metrics including channel health (engagement, CTR, unsubscribes, etc.), financials (revenue, margin, markdowns, etc.) as well as articulate areas of opportunity & tactics to take advantage (reach, better targeting, etc.)
Utilize universal control and/or holdout groups to support value articulation
Understand the business drivers and their relation to CRM performance; work 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
Demonstrate technical proficiency in how overall CRM marketing stacks work (data, decisioning, delivery)
Maintain an active collaborative partnership with MarTech, Marketing Operations, Analytics and Retail IT to set and execute an omnichannel and dynamic content roadmap
Assist in building the case for change and championing the need for transformation and additional investment
Manage & coach a team of 8+ high performing marketers (4 direct)
Foster a highly engaged, positive and high performing culture that allows the team to excel as well as have fun
Coach team to perform their best work; coach team to understand priorities and how to effectively articulate and advocate for the best approach with cross functional teams

Skills

CRM Strategy

Email Marketing

SMS Marketing

Push Notifications

Direct Mail

Customer Journey Mapping

Customer Segmentation

Personalization

Cross-channel Marketing

Governance

Analytics

Reporting

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

Land your dream remote job 3x faster with AI

Try Jobo Free