Senior Manager, Retail Brand Experience

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary:
At CVS Health, we are redefining our front store as a vital gateway to healthcare. With over 9,000 retail locations, we are dedicated to guiding millions of Americans on their healthcare journeys. We seek dynamic leaders in marketing, customer experience, and service design who are ready to innovate and push boundaries to deliver impactful results for our customers and our business.As the Sr. Manager of Retail Brand Experience Strategy, you will play a crucial role in elevating, delivering, and operationalizing our Retail Standards and Editorial Marketing strategies and campaigns. This position is essential for ensuring that our stores provide a consistent and engaging customer experience that aligns with our brand values and drives improved Net Promoter Scores (NPS) and brand engagement.In leading the Retail Standards initiative, you will develop, advocate for, and execute initiatives that standardize the retail experience across our diverse store footprint. You will partner closely with a cross-functional team of field, corporate, and external stakeholders to implement workstreams that enhance the store experience and drive positive customer NPS growth. Additionally, you will gather and analyze customer and colleague insights to make informed programmatic recommendations and develop comprehensive documentation and training materials for field teams.For Editorial Marketing workstreams, you will be responsible for creating, executing, and streamlining store experience strategies and tactics for our core endcap, planogram, and other high-impact in-store assets to enhance customer engagement, highlight CVS's unique offerings, and drive in-store sales.This role reports directly to the Director of Editorial Marketing and Standards within the Store Experience Marketing team and includes one direct report.Key Responsibilities:

• Retail Standards Strategy, Execution, and Measurement:
  • Ideate, evolve, and implement cohesive retail standards initiatives and programming for our store fleet, focusing on key drivers that contribute to positive customer NPS growth.
  • Collaborate with the Director to establish key performance indicators (KPIs) to measure the effectiveness of retail standards initiatives.
  • Develop structured processes for collecting, implementing, and reporting insights and feedback from field teams to understand challenges and opportunities in implementing retail standards.
  • Conduct regular field visits and store audits to build relationships with colleagues, observe compliance with retail standards, and gather qualitative insights on customer and field interactions.
  • Initiate customer insights and research initiatives and implement data-driven recommendations that inform retail standards initiatives and programming.
  • Regularly report on the performance of retail standards initiatives to senior leadership, highlighting successes and areas for further development.
• Editorial Marketing Strategy & Execution:
  • Design and implement retail brand experience strategies that align with business objectives and customer needs.
  • Lead the strategic brief and development process to enhance consumer decision-making and revenue, optimizing existing tactics while ideating and piloting new approaches.
  • Oversee the end-to-end delivery of campaigns and projects, ensuring adherence to schedules and budgets while proactively managing risks and communicating progress to leadership with strategic solutions.
  • Manage day-to-day relationships with agency partners, providing timely and constructive feedback to enhance collaboration.
  • Continuously seek and implement more efficient and cost-effective ways of working across all projects to drive productivity and savings.
• Cross-Functional Collaboration:
  • Foster strong partnerships and influence across multiple functions and levels, including Customer Advocacy/Insights, Store Operations, Field Leadership, Creative, Store Design, Construction, Editorial, Enterprise Marketing Strategy, and Procurement.
  • Collaborate with field leadership and store teams to identify new opportunities for change and elevate expectations to deliver a best-in-class retail experience.
• Team Leadership and Development:
  • Coach and mentor direct reports, providing specific performance feedback and fostering a collaborative, high-performing team environment.
  • Review and approve briefs and work outputs from direct reports to ensure alignment with strategic goals.

• 7+ years of experience in Retail Marketing, Store Operations, or a related field, with a strong foundation in business, retail, and consumer understanding.

• Proven experience in leading and/or analyzing customer and field insights to drive strategic programmatic recommendations and plan is highly encouraged.
• Demonstrated ability to develop and implement retail standards or operational procedures in a complex retail environment is highly encouraged.
• Expert in using Medallia or similar customer experience management platforms to make data-driven, customer-focused recommendations is highly encouraged.
• Strong strategic thinking skills, with the ability to translate strategies into actionable plans and drive successful execution.
• Exceptional communication skills, both written and verbal, with success in engaging and influencing diverse audiences, including senior leadership.
• Proven ability to collaborate and drive successful project outputs in partnership with internal and external stakeholders within a highly matrixed organization.
• Strong business acumen, data-driven mindset, and the ability to use data to inform decision-making.
• Self-motivated individual who thrives in a fast-paced, performance-driven environment, making thoughtful decisions under tight deadlines.
• Intellectual curiosity and a willingness to challenge the status quo to drive continuous improvement.
• Experience leading creative agency collaborations, providing strategic direction, and ensuring alignment with brand and campaign strategy.
• Experience in coaching and developing a high-performing team.

• Bachelor's degree in Business, Marketing, or a related field, or equivalent experience required.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.