CRM Strategy Director, CVS Health

CVS Health

Location:
United States

Category:
-

Contract Type:
Employment contract

Salary:

100000.00 - 231540.00 USD / Year

Save Job

Apply Position

Job Description:

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. Our retail business is a critical part of our strategy as the primary customer-facing piece of our portfolio. Our CRM channels and communications are some of our most important marketing activities, driving sales, customer engagement and retention. We are currently investing significantly in CRM to revolutionize the way we communicate with customers and are looking for an experienced CRM professional to help lead this change.

Job Responsibility:

Guiding cross functional POD teams to develop the customer contact strategy and journeys across lifecycles (acquisition, onboarding, active and lapsing/winback), tailored to key customer segments
Aligning journeys with retail goals while also facilitating personalization that deepens CVS' relationship with the customer
Develop customer-first, cross-channel CRM strategies ensuring deployment of the right messages to the right customer at the right time to drive customer engagement & sales
Work cross functionally and be one of the primary decision makers in establishing and implementing an overarching governance model that automates customer contact decisions
Improving performance & customer reporting & analytics, conducting deep dives and training the team to identify opportunities within lifecycles
Maintain an active collaborative partnership with MarTech, Marketing Operations, Analytics and Retail IT to set and execute an omnichannel and dynamic content roadmap
Assist in building the case for change and championing the need for transformation and additional investment
Managing & coaching a team of 8+ high performing marketers (4 direct)
Foster a highly engaged, positive and high performing culture that allows the team to excel as well as have fun
Coach team to perform their best work
coach team to understand priorities and how to effectively articulate and advocate for the best approach with cross functional teams

Requirements:

10+ years of work experience in a marketing function
5+ years of specific experience in CRM, lifecycle, or loyalty marketing or product management
3+ years of experience managing a team
Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required
Technical proficiency in how overall CRM marketing stacks work (data, decisioning, delivery)
Strong business acumen and understanding of business and CRM performance drivers
Excellent communication skills that can be effectively articulated in both written and oral forms across a diverse audience base

Nice to have:

Master's Degree preferred
Experience with implementing message orchestration/arbitration and/or customer lifecycle management strategies using new advanced analytics and/or technological enablement
Experience with scaling personalized communications for a large, consumer facing brand
Deep understanding of omni-channel orchestration and lifecycle journey management
Experience with translating customer insights, behavior triggers, and segmentation data into cohesive and compelling lifecycle journeys
Understanding of omni-channel arbitration and governance principles and familiarity with the implementation of those principles at scale
Experience working with the Adobe Experience Platform (AJO, CJA, AEM, etc.) or the Salesforce Marketing Cloud
Proven track record of the ability to work collaboratively with internal business partners to navigate change and deliver positive ROI results
Self-motivated, high-capacity individual who can function and win in a performance-driven environment
Strong leader with previous experience building strong collaborative strategic marketing teams

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings
No-cost tobacco cessation programs
No-cost weight management programs
Confidential counseling
Financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access
CVS Health bonus, commission or short-term incentive program
Equity award program

Additional Information:

Job Posted:
October 23, 2025

Expiration:
November 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

View All Jobs In This Company

Job Link Share:

CRM Strategy Director