Director of Loyalty Growth & Optimization

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

Launched nationwide in 2019, the CarePass program offers members a range of benefits for $5 a month or $48 a year. These include a $10 monthly reward that can used for just about any purchase as well as 20% off CVS Health brand products, free one- to two-day shipping on online orders, free same- or next-day delivery on pharmacy orders and access to a 24/7 pharmacist helpline.

Four years in, the program has over 6 million members, on top of the more than 74 million members of CVS’ free ExtraCare loyalty program

The Director of Loyalty Growth & Optimization will lead Member Acquisition and Retention strategies for CarePass; partnering with multiple cross-functional teams to scale and evolve the program with a focus on best-in-class customer experience.

A large portion of this role will be strategy and customer experience focused; however, a successful candidate will have a diverse background and enthusiasm for a role that requires day to day general management. This role also requires executive presence and strong relationship and presentation skills, as this individual will often be tasked with facilitating cross functional working sessions and partnering across the enterprise. The ideal candidate must possess strong bias for action with an ability to operate in an ambiguous environment

• Define problem and opportunity areas to deliver business value and desired customer experience
• Size and prioritize multiple initiatives utilizing first principles thinking, and developing credible and pragmatic analytical approaches, frameworks, and methodologies
• Manage multiple projects and partner relationships, including prioritization, planning and delivery
• Influence without direct authority across various tech, marketing, and business teams
• Move easily between big picture thinking and managing relevant detail

Required Qualifications

• Bachelor's degree
• 8+ years of Product or Program Management, Management Consulting, Business Development, Product Marketing, Financial Services, Retail, Health Care or Technology Experience
• Experience owning/driving roadmap strategy and definition
• Expertise with MS Office suite of applications including Word, PowerPoint, and Excel
• Experience in project management, business analysis, or process improvement

Preferred Qualifications

• Strong communicator, both verbal and written, with executive presence and the ability to influence across functions and at all levels of an organization
• Highly organized and able to provide positive leadership across multiple work streams in a fast-paced, complex working environment
• Demonstrated project management skills with an emphasis on integrating multiple work outputs into a unified deliverable and executive narrative
• Demonstrated organized, detail-oriented, and structured thinking and execution, with the ability to manage multiple tasks simultaneously and adjust priorities as needed in order to meet deadlines, demonstrating a high level of independent judgment and proactivity
• Strong cross functional collaboration/leadership skills: This enterprise program requires constant collaboration with Digital, Analytics, Marketing, Store Operations, Treasury, and a range of other CVS functions
• Previous experience in Retail, Health, Financial Services and / or Consumer Based Programs including Loyalty

Additionally:

• Be modest in nature, recognizing the accomplishments of the team before the individual
• Be highly motivated and possess vision and enthusiasm
• Understand how to deliver on short time frames and be committed to meeting deadlines “no matter what”
• Communicate in an open and honest way that quickly builds trust and respect
• Possess an entrepreneurial spirit
• Be comfortable on his/her feet making presentations

Education

* Bachelor's Degree in Finance, Math, Economics or Marketing
* MBA preferred

Pay Range

The typical pay range for this role is:

$100,000.00 - $227,000.00