CRM Lifecycle Marketing - 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.

At CVS Health, our retail 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. We are looking for passionate, innovative, customer-centric thinkers who are comfortable using data, technology, critical thinking skills and insights to drive business results. Sounds like you? Read on.
The CRM Loyalty Team is looking for a Manager of CRM Lifecycle Management to play an important role in driving ExtraCare customer engagement across email, SMS, PUSH and Direct Mail. The position is responsible for governing CRM messaging across channels and driving quarterly strategic planning for Front Store initiatives. Acting as the key point of integration between Front Store Marketing, Program Management, and CRM executional teams, this individual ensures all initiatives align with the overarching CRM channel strategy and deliver a cohesive customer experience. The ideal candidate will have a background in CRM or lifecycle marketing with an understanding of the intricacies of personalization at scale.
Key Responsibilities:

Strategic Alignment & Governance

·       Serve as the primary liaison between Front Store Marketing, Program Management, and CRM execution teams to ensure initiatives align with CRM channel strategy.

·       Lead quarterly strategic planning for Front Store initiatives within CRM channels.

·       Evaluate proposed initiatives and recommend activation plans across CRM channels (Email, SMS, Push, Direct Mail).

·       Own arbitration across campaigns to maintain a prioritized and cohesive CRM calendar.

·       Govern and optimize tactics deployed across CRM channels to ensure consistency and effectiveness.

Performance Insights & Reporting

·       Pull and synthesize performance insights for Front Store Initiatives across CRM channels using tools such as Braze, Adobe Analytics, and internal reporting.

·       Collaborate with analytics teams to access sales data and campaign performance metrics when needed.

·       Provide actionable insights to inform future CRM strategies and optimizations.

Cross-Functional Collaboration

·       Act as a CRM subject matter expert and influencer across teams.

·       Present CRM plans and priorities to Front Store teams during strategic alignment sessions.

WORK HOURS: This position is based out of our Chicago, IL office and operates on a hybrid model (2 days in-office, 3 days remote). While Chicago is the preferred location, candidates within a reasonable commuting distance to one of the following CVS hubs will also be considered:

·       Woonsocket, RI

·       Wellesley, MA

Required Qualifications:

·       5+ years of marketing experience with a strong foundation of business, retailer and consumer understanding.

·       1+ years of experience with CRM or lifecycle marketing programs, including exposure to multi-channel campaigns (Email, SMS, Push, Direct Mail).

Preferred Qualifications:

·       Ability to work cross-functionally and collaborate effectively with multiple stakeholders.

·       Strong communication and organizational skills to manage priorities and present recommendations.

·       Hands-on experience with Workfront and Adobe Journey Optimizer preferred.

·       Understanding of CRM lifecycle journeys across Email, SMS, Push, and Direct Mail.

·       Ability to self-serve campaign performance data using tools such as Braze and Adobe Analytics.

·       Ability to synthesize performance insights to inform CRM strategy and optimize channel tactics.

·       Familiarity with customer segmentation and personalization strategies.

·       Experience with loyalty programs or loyalty marketing in a customer-facing brand.

·       Proven ability to collaborate with and influence cross-functional partners with competing priorities.

·       Exceptional written and verbal communication skills for diverse audiences.

·       Highly self-motivated, adaptable, and able to deliver on multiple concurrent initiatives in a fast-paced, performance-driven environment.

Education

Bachelor’s degree or equivalent (HS Diploma and 4 years of experience) required

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.