Customer Success Manager, Director
Salesforce
Cloud
CRM Strategy Director
CVS Health
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois, Massachusetts, Rhode Island • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $231,540 per year
Job Level
Lead
Tech Stack
AEMCloud
About the role
- 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
- Metrics include channel health (engagement, CTR, unsubscribes, etc.), financials (revenue, margin, markdowns, etc.) as well as articulating areas of opportunity & tactics to take advantage (reach, better targeting, etc.)
- Robust understanding and experience utilizing universal control and/or holdout groups to support value articulation
- Understanding the business drivers and their relation to CRM performance; working closely with cross functional teams across the organization to optimize performance
- Prioritize business needs with minimal direction; understand implications of decisions on financials (sales, markdowns, redeemers, etc.)
- Effectively influence different partners across the organization
- Actively develop open and trusting relationships across a large, complex organization to create clear goals, accountability, and outcomes
- Technical proficiency in how overall CRM marketing stacks work (data, decisioning, delivery)
- 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
- Experience with implementing message orchestration/arbitration and/or customer lifecycle management strategies using new advanced analytics and/or technological enablement
- Strong business acumen and understanding of business and CRM performance drivers
- 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
- Strong judgement to effectively prioritize and focus on the biggest impact activities
- 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
- Excellent communication skills that can be effectively articulated in both written and oral forms across a diverse audience base
- Strong leader with previous experience building strong collaborative strategic marketing teams
- Bachelor's Degree or equivalent (HS Diploma + 4 years of relevant experience) required
- Master’s Degree preferred.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CRMlifecycle marketingmessage orchestrationcustomer lifecycle managementadvanced analyticsomni-channel orchestrationsegmentation dataAdobe Experience PlatformSalesforce Marketing Clouddata decisioning
Soft skills
business acumenteam managementcollaborationinfluencecoachingcommunicationprioritizationrelationship buildingstrategic thinkingself-motivation
Certifications
Bachelor's DegreeMaster’s Degree
