At CVS Health, we’re reinventing our front store to be the front door to healthcare. For millions of Americans, that journey begins with one of our 9,700+ retail stores, and we want to help each of our customers take the next step in their healthcare journey. To help us achieve this goal, we are looking for innovative marketing, customer experience, and service design leaders who think big and push boundaries to drive results, for the customer, and for the business.
As the Sr. Manager, Store Experience, you will play a critical role as we continuously evolve and elevate the in-store experience to make CVS stores into our customers’ first choice for their health and wellness needs, and a place they want to shop, learn, and discover how to take the next best step on their health journeys. Specifically, using customer insights and data as inspiration, you will help create, implement, and test the effectiveness of new omnichannel experiences designed to help CVS customers make confident choices for their health, and position CVS as a health and wellness leader.
Primary Roles and Responsibilities:
– Develop omnichannel retail experience strategies rooted in consumer insights with a ‘test and learn’ mentality to validate hypotheses as to how we might solve our customers’ needs and improve their journey in our stores – Lead and implement our experience strategies amongst cross-functional teams and be the voice of our work and the customer while always considering the end-to-end experience – Identify and lead customer insights efforts to further define customer experience pain points and gaps, which will be used to inform and adjust your 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 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, Front Store and Pharmacy Marketing, Creative and Experience Design, Delivery Management, Operations, Construction, Legal, and Finance; and external creative agencies
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Pay Range The typical pay range for this role is: Minimum: 75,400 Maximum: 158,300
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Preferred Qualifications – Experience working in retail or healthcare with a focus on the store and/or customer experience; related digital or omnichannel 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 in Marketing, Business, or related OR equivalent experience (High School Diploma and 4 years of related work experience) required.
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
COVID-19 Vaccination Requirement 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.
Business OverviewBring your heart to CVS HealthEvery 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, disab...ility, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.