Job Description CVS Health is embarking on a bold digital agenda to transform health care and empower millions of customers on their path to better health. We currently have an exciting opportunity for a Digital Customer Engagement Manager to join our Digital Retail team. We are creating innovative digital solutions that will make health care more accessible. Solutions will be more integrated and more reliable for more people, online and in our stores. We are looking for Digital Professionals that are passionate, and driven who want to join a high energy team that is aligned with making a difference in our customers’ lives. These same colleagues welcome the opportunity to be on the ground floor of our digital innovation that aims to reinvent what a pharmacy and a health care company can be. Evolving CVS Health’s ability to create personalized experiences across our consumer touch points is a key priority for the company and for our Digital team.
In this role you will be responsible for developing cohesive strategies to increase customer utilization and engagement with our CVS digital shopping platforms, as well as ensuring that their digital experiences are optimal.
As the Digital Customer Engagement Manager, you will develop strategic plans for key CVS Omni-shopping experiences and new, next-generation convenience services including CVS.com, curbside pickup, same-day delivery and digital circular with a strong focus on the customer journey. You will also drive aggressive testing agendas in order to optimize our digital channel performance, using iterative testing and data to analyze program performance and report out key insights and opportunities. As the Manager, you'll be a subject matter expert on how customers move to and through our websites, and use this information to find opportunities to drive digital engagement. You will also be to develop and implement integrated customer engagement strategies to effectively use digital channels and assets to drive step-change customer adoption and engagement among the retail front store digital tools and capabilities.
This role requires that you are able to effectively influence others while you establish and nurture partnerships with cross-functional teams (i.e. marketing, analytic, merchandising, and product management) across the broader CVS Health organization. Inspiring others to take action will ensure that our customers experience a positive customer journey that will drive brand awareness, consideration, trial and loyalty among key customer segments.
Required QualificationsA Bachelor's degree
At least 2 years of
previous experience in a Digital or Omni-channel support capacity with a
focus on continually improving customer experience with a proven
ability to multitask, effectively manage and adapt to evolving
A minimum of 3 years of experience in the following areas:
- Demonstrated experience with problem solving and issue-resolution.
- Working in a matrix-ed environment with changing and competing priorities.
- Experience utilizing analytical and quantitative skills, including the ability to link product design and features to strategic objectives and using hard data and metrics to back up assumptions and recommendations.
- Experience taking on end-to-end product ownership and successfully delivering results in a dynamic and complex environment.
Preferred Qualifications - A Master's degree.
- Experience with the Digital Retail path to purchase journey.
- Ability to translate consumer data into actionable insights.
Education - Bachelor's Degree Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW
and EEO IS THE LAW SUPPLEMENT
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health
CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.
For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/