We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Overview:
Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes.
As a Sr. Manager, Customer Insights you will play a critical role in supporting our Oak Street Health patients, providers and business by leading the strategy, execution, and optimization of integrated customer relationship management (CRM) programs designed to drive patient acquisition, engagement, retention, and lifetime value. This role is responsible for developing and executing omnichannel marketing strategies across Sales, Email, SMS, Direct Mail, and related digital touchpoints, ensuring a seamless and personalized customer experience throughout the patient journey.
The position oversees a team of Campaign Strategists, providing leadership, mentorship, and strategic direction while partnering closely with cross-functional stakeholders, including Marketing Automation, Analytics, Creative, Product, and Business Leaders. The CRM Marketing Manager serves as the primary CRM subject matter expert, translating business objectives into data-driven lifecycle marketing initiatives and customer journeys.
Success in this position requires a strategic mindset, strong leadership skills, expertise in lifecycle marketing and customer engagement, and the ability to balance creative innovation with technical execution in a fast-paced, results-oriented environment.
Position Summary
Strategic Multi-Channel Leadership: Lead the development and optimization of comprehensive CRM strategies. Orchestrate a unified approach across Email, SMS, and Direct Mail to drive measurable patient growth and lifecycle engagement.
Team Management & Mentorship: Direct and develop a team of three Campaign Strategists. Foster a culture of excellence, providing professional guidance, workload prioritization, and strategic oversight on all campaign executions.
Innovation & Growth Use Cases: Identify and pilot advanced CRM techniques—such as real-time triggered messaging, predictive dynamic content, and hyper-personalization—to solve emerging business challenges and capture new market share.
Omnichannel Targeting Architecture: Develop a sophisticated contact targeting strategy that optimizes touchpoints across the full funnel. Ensure frequency capping and channel-specific logic to maximize ROI while maintaining a best-in-class patient experience.
Persona & Audience Expansion: Lead the strategic framework for new audience segments (e.g., caregivers, insurance agents). Partner with Data/Analytics teams to build out audience-based capabilities that enable precision targeting.
Creative & Technical Oversight: Oversee the end-to-end lifecycle of campaign assets (Email, SMS, Direct Mail, Landing Pages). Ensure creative excellence is balanced with technical feasibility and brand alignment.
Cross-Functional Collaboration: Serve as the primary CRM Subject Matter Expert (SME) for business owners and executives. Translate high-level business goals into actionable, journey-based marketing plans.
Experimentation & Optimization Framework: Architect and oversee a robust A/B testing and multivariate experimentation roadmap. Use data-driven insights to challenge the status quo and optimize messaging cadence for both prospects and patients.
Performance Analytics & Reporting: Transform raw campaign data into strategic narratives. Deliver high-level performance reporting to stakeholders that goes beyond "open rates" to focus on downstream business impact and ROI.
Operational Health Stewardship: Partner with the Marketing Automation team to monitor deliverability and system performance, ensuring the campaign engine is optimized for scale and compliance.
Required Qualifications
10+ years of experience in CRM, Lifecycle Marketing, or Integrated Campaign Strategy, with a proven track record of driving growth through Email, SMS, and Direct Mail.
Minimum of 3–5 years of experience directly managing a team of strategists or marketing managers in a high-growth environment.
Omnichannel Expertise: Extensive experience designing "always-on" and triggered customer journeys that span digital (Email/SMS) and offline (Direct Mail/Voice) channels.
Healthcare or Regulated Industry Experience: (Preferred) Experience navigating HIPAA compliance and complex data privacy regulations (CCPA, CAN-SPAM) within marketing campaigns.
Data-Driven Decision Making: Proven ability to translate complex data sets and clinical/business requirements into simplified, high-performing campaign strategies.
Platform Familiarity: High-level understanding of enterprise Marketing Automation Platforms (e.g., Salesforce Marketing Cloud Advanced, Marketo, Eloqua) and how they integrate with CRM systems (Salesforce).
Testing Methodology: Advanced knowledge of A/B and multivariate testing design, including statistical significance and iterative optimization.
Audience Segmentation: Experience building persona-based targeting strategies and leveraging predictive modeling or propensity scores.
Creative Briefing: Skilled in directing creative teams and agencies to produce high-converting assets across multiple formats (digital and print).
Preferred Qualifications
Experience navigating HIPAA compliance and complex data privacy regulations (CCPA, CAN-SPAM) within marketing campaigns.
Understanding of the patient journey and the sensitivities around healthcare marketing.
Education
Bachelors degree in Marketing or related field. Masters preferred.
Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.
What does being “Oaky” look like?
- Radiating positive energy
- Oak Street Health Benefits:
- Assuming good intentions
- Creating an unmatched patient experience
- Driving clinical excellence
- Taking ownership and delivering results
Oak Street Health Benefits:
- Being relentlessly determined
- Mission-focused career impacting change and measurably improving health outcomes for medicare patients
- Paid vacation, sick time, and investment/retirement 401K match options
- Health insurance, vision, and dental benefits
- Opportunities for leadership development and continuing education stipends
- New centers and flexible work environments
- Opportunities for high levels of responsibility and rapid advancement
- Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.
Pay Range
The typical pay range for this role is:
$82,940.00 - $182,549.00
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.
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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 10+ years of experience in CRM, lifecycle marketing, or integrated campaign strategy
- Proven track record driving growth through email, SMS, and direct mail
- 3-5 years of direct team management experience in a high-growth environment
- Extensive experience designing always-on and triggered customer journeys across digital and offline channels
- Ability to translate complex data sets and clinical or business requirements into campaign strategies
- High-level familiarity with enterprise marketing automation platforms such as Salesforce Marketing Cloud Advanced, Marketo, or Eloqua
- Understanding of marketing automation platform integration with CRM systems such as Salesforce
- Advanced knowledge of A/B and multivariate testing, statistical significance, and iterative optimization
- Experience building persona-based targeting strategies and using predictive modeling or propensity scores
- Experience directing creative teams and agencies to produce digital and print campaign assets
- Bachelor's degree in Marketing or a related field
- Healthcare or regulated-industry experience, including HIPAA, CCPA, and CAN-SPAM compliance
- Understanding of the patient journey and healthcare marketing sensitivities
- Master's degree
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Health coverage includes medical, dental, and vision with HSA-eligible options, free preventive care, virtual care, and access to MinuteClinic services. Mental-health resources such as counseling support are emphasized, and coverage is often considered solid for full-time colleagues.
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Retirement Support — A dollar-for-dollar 401(k) match up to 5% after one year and an Employee Stock Purchase Plan are consistently highlighted in Total Rewards materials. Feedback suggests retirement programs are a meaningful strength within the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings include up to 20 no-cost counseling sessions per issue, backup care, tuition assistance, and substantial in-store discounts, alongside broader wellness tools. These everyday perks expand value beyond base pay and can be especially meaningful for full-time schedules.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
