Senior Manager | Instore Experience Strategist

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.Position SummaryAt CVS Health, we are revolutionizing our front store to serve as a vital gateway to healthcare. With over 9,000 retail locations, we are dedicated to guiding millions of Americans on their healthcare journeys. We are looking for innovative leaders in marketing, customer experience, and service design who are ready to think big and push boundaries to deliver impactful results for our customers and our business.

• Customer Experience Strategy Development
  • Proactively identify emerging trends, insights and behaviors that can shape future experiences, across CVS Retail locations
  • Development and execution of experience strategies, ensuring they align with business objectives and customer needs, leveraging insights from diverse data sources to map key instore journeys and experiences.
  • In partnership with Ld. Director, develop strong business cases, and executive level presentations for key stakeholders
  • Lead the strategic and creative brief process; ensuring strong creative briefs that results in impactful creative that meet customer needs across the total instore customer and patient journey
  • Responsible for ongoing measurement plans and regularly evaluate and optimize 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
• Project Management:
  • Oversee the end-to-end delivery of experiences, ensuring adherence to schedules and budgets while proactively managing risks and communicating progress to leadership with strategic solutions.
  • Manage day-to-day relationships with internal and external agency partners, providing timely and constructive feedback to enhance collaboration.
  • Own and manage the budget, continuously seeking and implementing more efficient and cost-effective ways of working to drive productivity and savings
• Cross-Functional Collaboration:
  • Establish and maintain strong collaborative relationships with key internal stakeholders, such as Insights and Analytics, Front Store and Pharmacy Marketing, Business Teams, Creative and Experience Design, Delivery Management, Operations, Construction, A&E, Legal, and Finance, and external creative agencies

• 7+ years of marketing experience with a strong foundation of retail experience strategy, innovation and proven track record of leading retail innovation from concept through execution

• Data driven, strategic thinker, with a natural ability to translate customer insights into business strategies that drive value both for customers and the business
• Deep understanding of the retail environment and customer behaviors within the physical space.
• Strong understanding of retail trends, strategy frameworks, and a creative approach to developing unique retail experiences.
• Self-motivated and adept at thriving in a fast-paced, performance-driven environment, making thoughtful decisions under tight deadlines.
• Exceptional presentation skills, both written and verbal; comfortable engaging with key stakeholders to share strategies and garner alignment
• Proven ability to collaborate and drive successful outputs on projects in partnership with internal and external stakeholders within a highly matrixed organization.
• Experience leading creative agency collaborations, providing strategic direction, and ensuring alignment with brand and campaign strategy.
• Intellectual curiosity and a willingness to challenge the status quo to drive continuous improvement.
• Experience managing and optimizing budgets for multi-faceted campaigns.
• Proficient in Microsoft Word, Excel, and PowerPoint.

• Bachelor's degree in business, marketing, or a related field, or equivalent experience required.
• Master's preferred

• 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.