Customer Growth Strategy, Front Store Retail - Senior Manager

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 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.

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 Sr Manager, Customer Growth Strategy, to leverage our world class loyalty program and rich customer data to deliver growth for front store and retail.  In this role you will use your deep understanding of customer behavior to help define, elevate, and action on key customer growth opportunities. You will use your intrinsic curiosity about customer behavior and loyalty program utilization to help identify paths to deeper member engagement. 

You should be able to work independently and with teams to drive work forward and be comfortable with ambiguity as you help advance loyalty growth strategies.

You will work with many teams: Loyalty, Omnichannel Retail, Retail Analytics, Merchandising, Retail Marketing, Consumer Insights, and Promotions and will report to the Lead Dir of Loyalty Engagement and Growth with consistent exposure and engagement with Executive Director levels.      
 

Responsibilities:

Define customer-led 3-5 year Loyalty strategy

Drive annual strategic planning for loyalty programs (ExtraCare, ExtraCare+, Rewards at RX) connected to priority customer opportunities. Build roadmaps for program priorities over next 3-5 years. Advocate for loyalty program value (customer and financial) delivering on front store, retail strategy.

Identify and prioritize customer growth opportunities

Partner with cross-functional teams and analytics to identify biggest customer growth opportunities for retail, front store; leverage and innovate opportunity frameworks, analyze market and customer trends (using internal and external data) to frame and size opportunities, build consensus, and inform priorities

Build cross-functional customer growth roadmap

Translate priority opportunities into growth plans; working with partners to leverage existing initiatives, explore opportunities, and generate new ideas. Deliver strategic recommendations supported by robust business cases on customer and financial impact. Connect customer opportunities to budgeting and multi-year planning.  

Collaborative Partnerships

Work with cross functional teams to ensure robust and complete thinking, successful ideation and enterprise support.

Required Qualifications

• 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). 

Preferred Qualifications

• 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