CVS Health is a Fortune 5 company embarking on a journey of evolving its world-class ExtraCare Rewards program, improving the experience of our 70M+ members. This is a top initiative within the company, and we are eager to identify the strategic thinkers that will help our team deliver this initiative. The company has invested in state-of-the-art technology and scaling our loyalty program, We are looking for an innovative strategist with an established ability to deliver value through the use of technology. This individual will help us continue to bridge the gap between traditional retail and the next generation of digital experiences.
The Sr. Manager, Personalization Customer & Colleague Experience will drive the transformation of our customer experience through the use of best-in-class technology and digital capabilities. You will be responsible for both evaluating and evolving existing capabilities and identifying new ways for CVS to connect with our customers and colleagues. You will report to the Director of Personalization Customer Experience, with consistent exposure and engagement with Senior Director and VP levels.
Develop innovative experiences that deliver on customer and category-led strategic objectives through the use of data, analytics, industry findings and cross-functional partnership
Advance and help drive the innovation roadmap for ExtraCare. Evaluate existing personalization capabilities and identify high value opportunities for enhancement. Identify additional capabilities where we have an opportunity to invest to better deliver on the needs of our customers & colleagues
Create sizing and business cases for key opportunity areas, constantly prioritizing to ensure we have the right focus, working in close tandem with digital product and IT leaders
Identify opportunities for growth and engagement through digital properties, in-store assets, and foundational elements of the ExtraCare loyalty program
Develop outstanding partnership with colleagues throughout the organization. Engage and influence colleagues at all levels across CVS to build alignment and excitement around the ExtraCare customer & colleague experience
Evangelize and drive adoption of new digital capabilities, working closely with marketing partners to educate customers, industry and broadcast media, and internal stakeholders on these new capabilities and reasons to believe in CVS digital and omni-channel experiences
5+ years experience in technology, data-driven marketing, and/or strategy development in a retail, consumer packaged goods, or consulting environment.
3 years Experience in the development of digital / CRM experiences, such as digital couponing, lead generation, or other digital personalization
Bachelors degree required. Focus of Business, Management, Economics, or Marketing strongly preferred.
MBA is preferred.
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions 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, pregnancy, 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. 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, pregnancy, 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. If your request for an accommodation is not approved, then your employment may be terminated.
The successful candidate will have a passion for creating outstanding customer experiences through the use of state-of-the-art technology and customer insights. They will excel at identifying unmet customer needs and building business plans to deliver on those opportunity areas. They will be innovative and forward thinking, and an effective communicator, both verbally and on paper.
Ability to vision the future state, test hypotheses, and synthesize facts and insights into concrete, actionable strategies and tactical plans
Be customer obsessed
Contributes to and champions a diverse, inclusive culture
Possess an entrepreneurial spirit and enthusiasm
Communicate in an open and transparent way that quickly builds trust and respect
Be caring and collaborative
Consistent track record of engaging, impacting, influencing and aligning leaders and peers
Flexible and can lead team through ambiguity
BA/BS required. MBA strongly preferred
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.