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CVS Health · 1 month ago

Retail Brand Experience Strategy - Senior Manager - Strategic Formats, Experiences, and Pilots

Boston, MA

Full-time

Hybrid

Senior Level

$83K/yr - $199K/yr

7+ years exp

CVS Health is the nation’s leading health solutions company, dedicated to transforming healthcare for millions of Americans. The Senior Manager of Retail Brand Experience Strategy will develop and optimize retail formats and experiences to enhance customer engagement and differentiate the brand, leading strategic initiatives and collaborating with cross-functional teams.

Health CareMedicalPharmaceuticalRetailSales

Responsibilities

Ideate, evolve, and implement format strategies and initiatives for our store fleet, focusing on key drivers that contribute to positive customer NPS growth

Collaborate with the Director to establish key performance indicators (KPIs) to measure the effectiveness of retail standards initiatives

Develop structured processes for collecting, implementing, and reporting insights and feedback from field teams to understand challenges and opportunities in implementing retail standards

Conduct regular field visits and store audits to build relationships with colleagues, observe compliance with retail standards, and gather qualitative insights on customer and field interactions

Initiate customer insights and research initiatives, implementing data-driven recommendations that inform retail standards initiatives and programming

Regularly report on the performance of retail standards initiatives to senior leadership, highlighting successes and areas for further development

Design and implement innovative retail brand experience strategies that align with business objectives and customer needs

Lead the strategic brief and development process to enhance consumer decision-making and revenue, optimizing existing tactics while ideating and piloting new approaches

Oversee the end-to-end delivery of campaigns and projects, ensuring adherence to schedules and budgets while proactively managing risks and communicating progress to leadership with strategic solutions

Manage day-to-day relationships with agency partners, providing timely and constructive feedback to enhance collaboration

Continuously seek and implement more efficient and cost-effective ways of working across all projects to drive productivity and savings

Foster strong partnerships and influence across multiple functions and levels, including Customer Advocacy/Insights, Store Operations, Field Leadership, Creative, Store Design, Construction, Editorial, Enterprise Marketing Strategy, and Procurement

Collaborate with field leadership and store teams to identify new opportunities for change and elevate expectations to deliver a best-in-class retail experience

Coach and mentor direct reports, providing specific performance feedback and fostering a collaborative, high-performing team environment

Review and approve briefs and work outputs from direct reports to ensure alignment with strategic goals

Qualification

Retail MarketingCustomer Experience StrategyData AnalysisCross-Functional CollaborationFinancial AcumenCreative DevelopmentProject ManagementTeam LeadershipIntellectual CuriosityCommunication SkillsStrategic ThinkingProblem Solving

Required

7+ years of experience in Retail Marketing, Store Operations, or a related field, with a strong foundation in business, retail, and consumer understanding

Prior supervisory experience managing a small team (1-2 direct reports)

Willingness to travel a minimum of 25% to our retail stores to gain a deep understanding of customer experiences related to the strategies you develop

Bachelor's degree in Business, Marketing, or a related field or equivalent (HS Diploma and 4 years of experience) required

Preferred

Proven ability to lead and implement experience strategies among cross-functional teams, serving as the voice of the customer and patient while considering the end-to-end omni-channel experience

Experience in developing measurement plans and regularly evaluating and optimizing work based on key programs and customer insights, focusing on NPS and ROI

Strong background in leading the creative development process, including writing impactful creative briefs and providing feedback that aligns with experience objectives

Proficiency in coordinating the printing and shipping of signage, including partnering with Print Procurement and managing documentation and inventory

Experience in developing comprehensive project plans that ensure projects stay on track and within budget

Strong financial acumen, with the ability to track and manage project budgets and submit documentation to Finance

Established relationships with key internal stakeholders, such as Insights and Analytics, Creative and Experience Design, Delivery Management, Operations, Construction, A&E, Legal, and Finance, as well as external creative agencies

Demonstrated ability to analyze customer and field insights to drive strategic programmatic recommendations

Experience in developing and implementing standards or operational procedures in a complex retail environment

Proficiency in using customer experience management platforms, such as Medallia, to make data-driven, customer-focused recommendations

Strong strategic thinking skills, with the ability to translate strategies into actionable plans and drive successful execution

Exceptional communication skills, both written and verbal, with a proven track record of engaging and influencing diverse audiences, including senior leadership

Ability to collaborate effectively and drive successful project outcomes in partnership with internal and external stakeholders within a highly matrixed organization

Self-motivated and able to thrive in a fast-paced, performance-driven environment, making thoughtful decisions under tight deadlines

Intellectual curiosity and a willingness to challenge the status quo to drive continuous improvement

Experience leading creative agency collaborations, providing strategic direction, and ensuring alignment with brand and campaign strategy

Experience in coaching and developing a high-performing team

Benefits

Affordable medical plan options

401(k) plan (including matching company contributions)

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