Customer Success Manager

• 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

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