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CVS Health

Instore Experience Strategy - Senior Manager

North Kingstown, RI

Job Description
As the Pharmacy and Health Services Experience Strategy - Senior Manager, you will play a critical role as we create and optimize exciting experiences within our CVS Pharmacy retail locations. Specifically, you will collaborate with other cross-functional teams to bring unique pharmacy and health service strategies & pilots to life with a customer first approach.

As the Senior Manager, you will be part of a team responsible for creating an inspiring in-store patient journeys for our customers, focused on our pharmacy and retail health services both in our HealthHUB/Minute Clinic locations and across all CVS Pharmacy retail to drive utilization and adoption of these services.

In addition, you will also play a key role in partnering with our pharmacy and health services marketing strategy team to develop the in-store experience strategies to support the retail marketing calendar inclusive of seasonal and ongoing business initiatives.

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Primary Roles and Responsibilities:
- Develop pharmacy & health services retail experiences that are rooted in consumer insights with a 'test and learn' mentality to validate hypothesizes as to how we might solve our customers' and patients' needs to improve their journey in our stores.

- Lead and implement our experience strategies amongst cross-functional teams and be the voice of our work, the customer and the patient while always considering the end-to-end omni experience.

- Identify and lead customer insights to further define customer and patient experience pain points and gaps, which will be used to inform and adjust strategies.

- Develop measurement plans and regularly evaluate and optimize our work based on key program and customer insights to ensure we are constantly evolving to meet the needs of our customers, patients, and the business with a focus on NPS and ROI.

- Lead the creative development process, including writing strong creative briefs and providing feedback that results in impactful creative that delivers upon our experience objectives.

- Coordinate the printing and shipping of signage, including partnering with Print Procurement, completing print request forms, quote reviews, documentation, and submission for POs, checklist development, inventory management and signage re-prints.

- Develop comprehensive project plans that enable projects to stay on track and on budget.

- Track and manage all budget details for projects; submit proper documentation to Finance for each project and print job and manage monthly expense forecasts.

- Establish and maintain strong collaborative relationships with key internal stakeholders, such as Insights and Analytics, Pharmacy & Health Services Marketing, Creative and Experience Design, Delivery Management, Operations, Construction, A&E, Legal, and Finance, and external creative agencies.

Pay Range
The typical pay range for this role is:
Minimum: 75,400
Maximum: 162,700

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit
jobs.CVSHealth.com/benefits

Required Qualifications
- 5+ years of marketing, customer experience, experience strategy, and/or service design with a strong foundation of business and consumer understanding
- 5+ years of cross-functional leadership experience
- 2+ years of managing a team or direct report

Preferred Qualifications
- Experience working in retail or healthcare with a focus on the store and/or customer experience; related pharmacy & health services experience is a plus
- Highly motivated, self-starter who can thrive in a demanding, performance-driven environment and make thoughtful decisions even when time-bound
- Ability to problem solve by identifying and removing barriers while maintaining a positive and collaborative attitude
- Proven track record of working collaboratively with internal and external business partners to deliver positive ROI
- Intellectual curiosity and rigorous analytical experience; ability to take and transform data into actionable insights
- Excellent communication skills that can be effectively articulated in both written and oral forms across a diverse audience base, including senior leaders
- Deep appreciation of end-to-end customer experience with ability to lead research projects that will uncover critical insights to help inform go-forward strategies
- Strong PC knowledge including Microsoft Word, Excel, and PowerPoint

Education
*Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required.

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Client-provided location(s): Rhode Island, USA
Job ID: CVS-2374947BR
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • HSA
    • HSA With Employer Contribution
    • Pet Insurance
    • Mental Health Benefits
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
  • Financial and Retirement

    • 401(K) With Company Matching
  • Professional Development

    • Tuition Reimbursement
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program

This job is no longer available.

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