Senior Manager, Loyalty Operations And Customer Experience

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.

Position Summary

CVS Health is a Fortune 7 company embarking on a journey to evolve its world-class ExtraCare loyalty program, improving the experience of our 70M+ members. Loyalty is a top initiative within the company that requires awareness and engagement from our store colleagues. We are eager to identify the creative thinker and operations minded individual who will help our team deliver on our business objectives through impactful field plans and activation.

The Senior Advisor, Loyalty Operations and Customer Experience, will be responsible for ensuring our 2-tier loyalty program stays top of mind for our store colleagues and is woven throughout various customer experiences in-store. In this role you will understand and specialize in all intricacies of our rewards program to ensure you can build communications and resources that support field teams in achieving their loyalty KPIs.

You are someone who advocates for the colleague and is committed to creating value-add, supportive, and engaging colleague experiences. You will report to the Lead Director of Loyalty Operations and Customer Experience, with frequent exposure and engagement with the GM of ExtraCare Plus and ExtraCare and VP of Loyalty and Omnichannel.

Responsibilities Include:

• Become a resident expert in our 2-tier Loyalty Program, ExtraCare (FREE), ExtraCare Plus (Paid), and our pharmacy benefit, rewards at the pharmacy

• Lead new thinking around how we connect with the colleague to drive advocacy, partnering with Operations, Marketing, and Pricing and Promotion

• Build colleague resources, and engagement plans that successfully reach retail colleagues and drive results across ExtraCare, ExtraCare Plus in the Front Store and the Pharmacy, in partnership with Retail Operations.

• Own and manage field reporting and KPI tracking partnering with analytics, finance, and field leaders

• Manage Loyalty relationship with the Call Center including retention efforts and training

• Aid in the growth of key metrics for Loyalty-specifically, enrollment and scan rate

• Occasional travel for field visits, not to exceed 25%

Required Qualifications

• This qualified candidate must be confident, curious, flexible, action-oriented

• Minimum of 5 years' experience in retail operations, retail marketing, or other relevant business function.

Preferred Qualifications

• Strong communication skills, both verbal and written, with the ability to influence at all levels of the organization.

• Business Athlete- Highly organized, proactive work style with a bias for action, ability to think strategically and execute flawlessly

• Proven track record with field engagement inclusive of setting and managing KPIs and driving successful outcomes

• Team player - from contributor to project leader - always demonstrating strong partnership skills

• Analytical and experienced with using data-driven insights to improve business outcomes

• Demonstrated capability to deliver results in a fast-paced, multi-project, team-oriented environment

• A passion for advocating for the colleague while successfully driving business outcomes

Education

Bachelor's degree required (B.A/B.S)

Business Overview

CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation's largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units

• MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/

Req ID

Clinical Licensure Required

N/A

Job Category

Management

Merchandising

Strategy

Business Area

CVS Health

Job Type (Expected Hours Category)

Full Time

Location

• State/City

RI - Woonsocket

Location code

OF001

Street Address

1 CVS Drive

City

Woonsocket

State

RI

Zip Code

02895

Country

United States

FLSA

Exempt

Requisition Template

Professional

Sourcing Requisition

No

No. of Positions

1

Pay Range

The typical pay range for this role is:

$67,900.00 - $149,300.00

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.

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

We anticipate the application window for this opening will close on: 04/26/2024

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.