CVS Health is a Fortune 4 company embarking on a journey of evolving its existing Extra Care program into a world-class personalization and loyalty program. This is a top initiative within the company, and we have a team dedicated to recruiting the best talent in the world to help propel us into this goal. The company has already invested in state-of-the-art technology and scaling our loyalty program, now we are focused on optimizing our customer contact strategy. We are looking for the best and brightest to join our existing team and help us deliver on this initiative.
The Customer Growth and Personalization Strategy - Senior Advisor will be responsible for identifying, developing, and executing customer and category growth opportunities using relevant and personalized marketing strategies. This person will play an integral role in both expanding capabilities within existing programs and identifying new ways for CVS to connect with our customers. You will report to the Director of Customer and Personalization Growth Strategy, with consistent exposure to Sr. Director and VP levels.
Identify and develop innovative and out-of-the-box personalization strategies to test across customer cohorts and category strategies, this may include new communication approaches, cadence strategies, offer strategies, methods of offer delivery, new external partnerships.
Lead the development and management of cross-channel contact strategy, ensure we are delivering relevant communications with every touch point that are supporting key objectives across customer & category strategies, including integration with broader Enterprise marketing strategies
Partner with resources across the organization to build 1:1 personalization strategies against identified opportunities --- these strategies will include the use of all vehicles and all channels e.g., direct mail, email, in-store offers, and digital
Lead a team in developing hypothesis-driven customer and category growth strategies using data, analytics, industry findings, and cross-functional partnership
Size and scope personalization program and category opportunities, which should include a business case, a path to growth, an execution plan, and partnership buy-in
Build learning agendas, analyze results, and integrate findings into the organization for on-going execution and refinement
Develop a rich understanding of the CVS Health customers needs and motivations --- as well as the role CVS Health can serve in meeting these needs
Key partner in the integration of personalization programs and new technology / capabilities. Develop plans to test new functionality and identify opportunities to leverage capabilities to address key meet the unique needs of our customers
Support the management of ongoing forecasting & reporting of the financial performance related to personalization programs. Understand the key drivers or performance and continually identify plans to mitigate any risk
3+ years of experience in customer growth and development, data-driven marketing, and/or strategy development in a retail, consumer packaged goods, or consulting environment.
CVS Health requires its Colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, or religious belief that prevents them from being vaccinated.
If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. In some states and roles, you may be required to provide proof of full vaccination before you can begin to actively work. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
If you are unable to be fully vaccinated due to disability, medical condition, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. In some states and roles, you may be required to have an approved reasonable accommodation before you can begin to actively work. If your request for an accommodation is not approved, then your employment may be terminated.
Ability to manage a P&L
Outstanding strategic thinking and analytical skills.
Demonstrated ability to vision the future state, test hypotheses, and synthesize facts and insights into concrete, actionable strategies and tactical plans
Strong ability to prioritize and deliver on multiple concurrent initiatives that have significant financial impact. Flexible and can tolerate ambiguity and still operate effectively
Proven ability to work across multiple simultaneous projects with high time demands, and deliver impactful and mistake-free work product
Experience in utilizing personalized marketing vehicles to influence customer behavior solid understanding of financial and operational functioning of targeted marketing vehicles
A passion for understanding and meeting the needs of the customer
Strong leadership skills, with the ability to prioritize and deliver on multiple concurrent initiatives that have significant financial impact. Flexible and can tolerate ambiguity and still operate effectively
Excellent communicator, both verbal and written, with the ability to influence at all levels of the organization. Demonstrated high level of competency in working cross-functionally
Demonstrated capability to deliver work and provide positive leadership in fast-paced, multi-project team-oriented environment
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.