Loyalty Transformation Director

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, 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.

• You will own the strategy for how to evolve our loyalty program benefits to create more long term loyalty with our shoppers. You will ensure the experience design meets our pre-determined markers of success. You will also serve as a subject matter expert for our cross-functional partners and advocate for our world class loyalty program that helps us deepen our relationship with our shoppers.
• Your team will own and support all internal processes needed to successfully revolutionize the design, structure, benefits and offerings of our loyalty program, ensuring it is differentiated, compelling and drives our consumers to the CVS brand.

• Develop a plan that transforms our Retail Loyalty program to meet the needs of today's shoppers and members and creates a new level of engagement with CVS
• Lead the design of ExtraCare's future state vision of bringing ExtraCare closer to CVS' focus to being there for every meaningful moment of health, big and small, alongside other leaders and partners within the business.
• Create path for integration of ExtraCare into key CVS enterprise initiatives where appropriate.
• Develop a program innovation roadmap for ExtraCare activating across the CVS Health enterprise. Analyze internal and external data sources in order to identify, create, and develop new concepts / opportunities that are aligned to ExtraCare's future vision and CVS' enterprise priorities. Lead testing of new concepts with customers and develop sizing / business cases to support and prioritize new concepts / opportunities.
• Develop presentations to communicate ExtraCare vision and opportunities to all levels of the organization. Engage and influence leaders and peers across CVS to build alignment around the loyalty vision, design and implementation.
• Lead all or part of our new growth ideas through critical stages (eg, pilot, scale and ramp up).
• Lead all partnership explorations and evaluations, identifying paths to customer and financial growth, and sizing white space opportunities.

• Apply rigorous analytical thinking and an ROI lens to evaluate and shape new loyalty program constructs and benefits. Have clear understanding of future business impact to determine recommendation.
• Become an expert on retail and loyalty industry experience trends / best practices to identify opportunities for program and benefit expansion and evolution.

• Establish strategic relationships with Executives across the organization to foster support for overall agenda and (when necessary) remove barriers that impede progress of achieving business objectives; Impact and influence partners to ensure programs and initiatives achieve a positive outcome.
• Closely collaborate with Consumer Insights, Marketing, Strategy, Growth and Enterprise teams
• Test and iterate new benefits through experiments in market
• Build strong relationships across a variety of functions to establish trust, make decisions, and drive action

• Providing guidance, direction, and support to teams and departments to ensure smooth operations and optimal performance.
• Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee. Ensure development and mentorship of next generation of leadership talent.
• Responsible for creating a culture centered on inclusion and well-being will be a key responsibility in this role. Caring for our colleagues is a top priority, which translates to caring for our customers.
• Develop internal and external networks that support a pipeline of talent into day-to-day operations and governance team.
• Promote a high-performance culture by clearly setting goals and expectations.
• Act as a trusted coach and mentor for team to develop and support IDPs for high potential talent
• Leverage existing enterprise tools , such as talent profiles and enterprise development programs, to develop talent.

• The Americans with Disabilities Act (ADA) was designed to provide equal employment opportunities for qualified individuals with disabilities. The ADA not only prohibits discrimination against qualified applicants and colleagues on the basis of a disability, but also requires employers to provide reasonable accommodations which will enable a qualified individual with a disability to perform the essential functions of the position that person holds or seeks.
• In order to ensure compliance with the ADA, CVS Health's job descriptions should identify the essential functions of the position. These job descriptions can then be used for recruitment and selection, and to help determine reasonable accommodations and return to work arrangements.
• Essential job functions are the fundamental duties of a position. A colleague must be able to perform these job functions in order to meet the requirements of the job. Job descriptions should be kept current and capture essential functions that colleagues may be required to perform.
• Determining the essential functions may involve consideration of the frequency with which a function is performed, the work environment itself, and the resulting consequences if the function is not performed.
• Physical factors- type of environment associated with job: indoor/outdoor.
• Working conditions-shifts, overtime requirements as needed, travel requirements.
• If you have questions regarding Essential Functions please contact CVS Health Advice & Counsel

• Highly responsible and accountable for building strong business value
• Consistently leads by example and contributes to overall team success through a positive mindset and resiliency
• Expertise leveraging MS Office Suite, including advanced Excel and Powerpoint capabilities
• Proven track record of the ability to work collaboratively with internal and external business partners to deliver ROI from effective targeting and communication strategies.
• Proven ability to work across multiple simultaneous projects with high time demands and short time frames
• Excellent communicator, both verbal and written, with the ability to set and frame a vision for executive alignment. Keen ability to distill complex ideas into simpler framework and illustrations.
• Be comfortable thinking on his/her/their feet making presentations
• Communicate in an open and honest way that quickly builds trust and respect
• Highly self-motivated and possess vision, enthusiasm, and an entrepreneurial spirit
• A growth mindset with a passion for loyalty, retail, and customer behavior.
• A passion for a data driven understanding of customer behavior and uncovering growth opportunities for action.
• Outstanding strategic thinking and analytical skills. Demonstrated ability to frame and evaluate business questions and hypotheses, and synthesize facts and insights into concrete, actionable recommendations.
• Customer engagement experience (e.g., via Marketing role, digital engagement) where you were responsible for building and executing growth tactics.
• The ability to foster effective working relationships to create buy in, partnership, and commitment towards accelerating projects.
• 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 inspiring a team to reach optimal business outcomes together
• 10+ years' experience demonstrating intellectual curiosity and out of the box thinking
• 10+ years' experience thriving in a high demand, performance-driven environment where priorities may shift.
• 10+ years' experience working in Retail, CPG, CRM or similar businesses
• 10+ 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).
• Any additional tasks as directed by supervisor or manager
• Regular and reliable attendance during normal working hours, as established by the leader
• Bachelors degree, or equivalent experience
• Travel requirements - up to 25% travel expected

• Strong executive presence and business acumen
• Superior ability to influence without authority and build relationships quickly
• Excellent verbal and written communication skills, including presenting to large audiences and senior leaders
• Balancing, coordinating, and executing multiple competing priorities across multiple stakeholders
• Delegation and assignment of responsibilities within a project to appropriate stakeholders
• Influencing without authority to align multiple stakeholders to a common goal and hold teams accountable for delivering results
• Framing complex problems and developing solutions that address multiple interests with minimal guidance or direction
• Identifying risk and mitigation strategies to ensure success
• Using critical thinking and strategy to balance multiple stakeholder needs (e.g. patient, customer, executives, business owners, enterprise)
• Demonstrating strong attention to detail and follow through with commitments

• Translate vision and strategy into actionable timelines and produce successful outcomes
• Navigate ambiguity and change to achieve goals despite potential obstacles
• Pivot priorities quickly to adapt to and meet changing business needs
• Exhibit model professional behaviors that are consistent with collaborating with senior leadership and that demonstrate a strong bias for inclusion, collaboration, building trust, driving for and delivering results as well as supporting innovation and change
• Continuously accept feedback and where appropriate, create thoughtful recommendations to adapt governance strategy, involving appropriate stakeholders where needed for alignment
• Deliver high quality professional communications, presentations, responses and analyses on a wide range of requests by working quickly, independently and with minimal direction
• Communicate clearly to small and large groups internally and externally to lead complex projects to completion
• Collaborate cross functionally with leaders and colleagues' enterprise wide to solution, implement, and drive results, including execution support where required
• Plan, develop, and execute short- and long-term goals
• Collaborate with retail to identify projects in flight, pilots, and efforts that require field and store support
• Lead a team responsible for providing recurrent analysis and reporting on CVS communications - reaching intended audiences, execution and improvement of processes

• 15+ years developing strategies to mobilize the business to achieve goals and outcomes using innovative solutions
• 15+ years influencing with and without authority
• 15+ years leveraging data to support strategic plans and return on investment
• 15+ years' experience working with a team to prioritize work based on skills, needs, timelines, etc.
• 15+ years ' experience engaging and inspiring a team to reach optimal business outcomes together
• 15+ years' experience demonstrating intellectual curiosity and out of the box thinking
• 15+ years' experience thriving in a high demand, performance-driven environment where priorities may shift.
• 15+ years' experience working in Retail, CPG, CRM or similar businesses
• 15+ 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).
• 1-2+ yrs. in a post-MBA capacity in management consulting or Marketing role in loyalty/retail/customer goods industry.
• Experience working in consulting for a large agency.
• Masters degree

• 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.