About the position
At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. As Senior Manager, CRM - Pharmacy Marketing, you will lead CRM strategies that engage customers through personalized and impactful communications that improve health and patient outcomes. This role will be responsible for driving the planning, strategy, and execution of pharmacy CRM campaigns across various channels, including email, SMS, push notifications, direct mail, and more. You will partner closely with Data Science, Rx Personalization, Digital, and Front Store CRM teams to deliver an integrated experience across all customer touchpoints. A key focus will be developing and scaling a customer-first, omnichannel strategy-leveraging MarTech capabilities to ensure seamless and relevant communications that align across teams and channels. You'll own campaign strategy and execution for high-priority pharmacy programs like immunizations, adherence, service recovery & more-while helping to shape the future of how CVS Health builds stronger connections with customers across their healthcare journey.
Responsibilities
- Lead the planning and execution of pharmacy CRM campaigns across various channels, including email, SMS, push notifications, direct mail, etc. in partnership with teams.
- Partner with Data Science and Rx Personalization teams to inform targeting, segmentation, and dynamic content strategies that increase engagement and drive pharmacy utilization.
- Work closely with Digital teams to synchronize push notification strategies and maintain consistent messaging across mobile and app platforms.
- Design and optimize lifecycle and trigger-based communications to deliver relevant, timely, and personalized messaging.
- Play a lead role in building a customer-first omnichannel marketing approach across pharmacy and front store efforts.
- Align CRM messaging and journeys with broader PCW marketing plans, ensuring cross-team consistency and shared customer outcomes.
- Work with Front Store CRM and Marketing teams to identify opportunities for cross-promotion and unified experiences across categories.
- Ensure all campaigns comply with privacy, legal, and regulatory standards (HIPAA, TCPA, CAN-SPAM) by collaborating with Compliance and Legal teams.
- Maintain documentation for CRM journeys, campaign logic, and process flows to support governance and audit readiness.
- Establish and monitor CRM KPIs, analyze performance data to generate insights, and provide actionable recommendations in collaboration with Data Science teams.
- Foster a test-and-learn culture, driving continuous optimization through experimentation and rapid iteration.
- Support business case development for new CRM capabilities, tools, or investments.
- Prepare and present detailed performance summaries to senior leadership, highlighting key insights, trends, and strategic recommendations.
Requirements
- 7+ years of marketing experience, with a solid foundation in business strategy, consumer insights, and retail dynamics.
- 5+ years of CRM experience with strong understanding Salesforce Marketing Cloud.
- 4+ years of cross-functional leadership experience, managing initiatives across technical, marketing, data and business teams.
- 1+ years of supervisory experience (1+ direct report).
Nice-to-haves
- Strong technical and MarTech capabilities, including familiarity with CRM tools, data management platforms, and marketing automation systems.
- Ability to navigate and succeed in a complex, matrixed organization.
- A passion for data-driven marketing where insights, technology, and creativity intersect.
- Demonstrated intellectual curiosity and proven ability to convert analytics into actionable marketing strategies.
- A customer-first mindset that drives seamless, personalized experiences across both in-store and digital channels.
- Self-motivated and high-performing, with the ability to thrive in a fast-paced, results-oriented environment.
- Demonstrated agility in managing multiple projects and adapting to changing priorities with enthusiasm.
- Healthcare experience (or other complex, regulated industry).
Benefits
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an 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.
