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.
Position Summary
At CVS Health, we are a health solutions company focused on being there for every meaningful moment of health, big and small. Our retail front store business is a critical part of our strategy - it's where and how consumers can take care of their everyday well-being with products that help with physical, mental, social/emotional well-being.
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The Loyalty team aims to inspire customers to choose CVS as their health and wellness go-to retailer by delivering value and the most rewarding personalized shopping experience.
We currently have an important opportunity for a Senior Manager, Loyalty Experience Transformationto help advance our important roadmap of loyalty program design and member account management for ExtraCare. In this role you will manage day to day issues that arise around program mechanics, account management, resolving any interruptions in customer experience that occur. You will also ensure the program is aware of and utilizing the latest account security practices.
You should be able to work independently and with teams to drive work forward and be comfortable with ambiguity as you help advance our roadmap.
You will touch and work with many teams, including Loyalty Strategy, Retail IT, Digital Product Development, Store Operations, Merchandising and Price value and you will report to the Executive Dir of Loyalty with consistent exposure and engagement with VP levels.
Primary Job Duties & Responsibilities:
Responsibilities
Estimated % of Time
Strategically develop the loyalty product roadmap from ideation through development with partners for loyalty account management and security. You will support the broader loyalty strategy in sizing, prioritizing our innovation and closely track progress and impacts to budget assumptions. Closely collaborate with Design, Engineering, Business, Legal, Asset Protection and Operations teams
30%
Thought Partner in Innovation Development
You will support the build out of our loyalty roadmap as a thought partner and subject matter expert on loyalty experience.
30%
Advise and Troubleshoot Experience Issues
You will master loyalty account management and program mechanics - back end and customer facing - across front store retail, pharmacy, shop-in-shops, and omni channel to be a key point of contact on experience questions or to troubleshoot.
30%
Collaborative Partnerships
Work with cross functional teams to ensure robust and complete thinking, successful ideation and enterprise support.
10%
Required Qualifications
The successful candidate will have a strong work ethic, be a self-starter, and able to be highly productive in a dynamic, collaborative environment. The ideal candidate will have the following knowledge / skill / ability:
- Highly responsible and accountable for building strong business value
- Consistently leads by example and contributes to overall team success through a positive mindset and resiliency
- Expertise leveraging MS Office Suite, including advanced Excel and Powerpoint capabilities
- Proven track record of the ability to work collaboratively with internal and external business partners to deliver ROI from effective targeting and communication strategies.
- Proven ability to work across multiple simultaneous projects with high time demands and short time frames
- Excellent communicator, both verbal and written, with the ability to set and frame a vision for executive alignment. Keen ability to distill complex ideas into simpler framework and illustrations.
- Be comfortable thinking on his/her/their feet making presentations
- Communicate in an open and honest way that quickly builds trust and respect
- Highly self-motivated and possess vision, enthusiasm, and an entrepreneurial spirit
- A growth mindset with a passion for loyalty, retail, and customer behavior.
- A passion for a data driven understanding of customer behavior and uncovering growth opportunities for action.
- Outstanding strategic thinking and analytical skills. Demonstrated ability to frame and evaluate business questions and hypotheses, and synthesize facts and insights into concrete, actionable recommendations.
- Customer engagement experience (e.g., via Marketing role, digital engagement) where you were responsible for building and executing growth tactics.
- The ability to foster effective working relationships to create buy in, partnership, and commitment towards accelerating projects.
- 8+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
- 8+ years influencing with and without authority
- 8+ years leveraging data to support strategic plans and return on investment
- 8+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.
- 8+ years ' experience engaging and inspiring a team to reach optimal business outcomes together
- 8+ years' experience demonstrating intellectual curiosity and out of the box thinking
- 8+ years' experience thriving in a high demand, performance-driven environment where priorities may shift.
- 8+ years' experience working in Retail, CPG, CRM or similar businesses
- 8+ years' experience studying broader retail trends, and have an expert understanding of loyalty programs, and what inspires customers to participate meaningfully (plus if you are a CVS shopper).
- Any additional tasks as directed by supervisor or manager
- Regular and reliable attendance during normal working hours, as established by the leader
- Bachelors degree, or equivalent experience
- Travel requirements - up to 25% travel expected
- Strong executive presence and business acumen
- Superior ability to influence without authority and build relationships quickly
- Excellent verbal and written communication skills, including presenting to large audiences and senior leaders
- Balancing, coordinating, and executing multiple competing priorities across multiple stakeholders
- Delegation and assignment of responsibilities within a project to appropriate stakeholders
- Influencing without authority to align multiple stakeholders to a common goal and hold teams accountable for delivering results
- Framing complex problems and developing solutions that address multiple interests with minimal guidance or direction
- Identifying risk and mitigation strategies to ensure success
- Using critical thinking and strategy to balance multiple stakeholder needs (e.g. patient, customer, executives, business owners, enterprise)
- Demonstrating strong attention to detail and follow through with commitments
- Translate vision and strategy into actionable timelines and produce successful outcomes
- Navigate ambiguity and change to achieve goals despite potential obstacles
- Pivot priorities quickly to adapt to and meet changing business needs
- Exhibit model professional behaviors that are consistent with collaborating with senior leadership and that demonstrate a strong bias for inclusion, collaboration, building trust, driving for and delivering results as well as supporting innovation and change
- Continuously accept feedback and where appropriate, create thoughtful recommendations to adapt governance strategy, involving appropriate stakeholders where needed for alignment
- Deliver high quality professional communications, presentations, responses and analyses on a wide range of requests by working quickly, independently and with minimal direction
- Communicate clearly to small and large groups internally and externally to lead complex projects to completion
- Collaborate cross functionally with leaders and colleagues' enterprise wide to solution, implement, and drive results, including execution support where required
- Plan, develop, and execute short- and long-term goals
- Collaborate with retail to identify projects in flight, pilots, and efforts that require field and store support
- Lead a team responsible for providing recurrent analysis and reporting on CVS communications - reaching intended audiences, execution and improvement of processes
- 10+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
- 10+ years influencing with and without authority
- 10+ years leveraging data to support strategic plans and return on investment
- 10+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.
- 10+ years ' experience engaging and inspiring a team to reach optimal business outcomes together
- 10+ years' experience demonstrating intellectual curiosity and out of the box thinking
- 10+ years' experience thriving in a high demand, performance-driven environment where priorities may shift.
- 10+ years' experience working in Retail, CPG, CRM or similar businesses
- 10+ years' experience studying broader retail trends, and have an expert understanding of loyalty programs, and what inspires customers to participate meaningfully (plus if you are a CVS shopper).
- 1-2+ yrs. in a post-MBA capacity in management consulting or Marketing role in loyalty/retail/customer goods industry.
- Experience working in consulting for a large agency.
- Masters degree
- Bachelors degree, or equivalent experience
- Bachelors degree, or equivalent experience
The typical pay range for this role is:
$82,940.00 - $182,549.40
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 Benefits | CVS Health
We anticipate the application window for this opening will close on: 11/26/2024
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.