Loyalty Program Manager Jobs in Fall River, MA (NOW HIRING)

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.

At CVS Health, we are a health solutions company focused on being there for every meaningful moment of health, big and small. Our retail front store business is a critical part of our strategy it's where and how consumers can take care of their everyday well-being with products that help with physical, mental, social/emotional well-being.

The Loyalty team aims to inspire customers to choose CVS as their health and wellness go-to retailer by delivering value and the most rewarding personalized shopping experience.

We currently have an important opportunity for a Director, Loyalty Transformation, to lead forward looking strategy for ExtraCare, including its free and paid tiers, ensuring we are innovating to deliver a best in loyalty experience. Your team will drive transformation for our program to further CVS Health's mission to be the leading health solutions company for consumers. This leader will have a pulse on the loyalty and rewards landscape, CVS's growth pillars, and design opportunities for expansion and innovation for ExtraCare. You will report to the General Manager, Loyalty, with frequent exposure and engagement with VP levels and colleagues across the enterprise.

This leader will be required to demonstrate a high level of emotional intelligence and leverage their executive presence to deliver strong presentations to our senior leaders in the enterprise. The work you and your team will do is paramount to building our future loyalty program that deepens our relationship and interactions with our shoppers. This work is essential to building long term loyalty with our shoppers ensuring CVS is their retailer of choice.

You will be responsible for leading loyalty program transformation including evolving our loyalty member benefits, providing rewards, value and an engaging experience that differentials CVS and drivers shopper retention and engagement. Your team will form critical partnerships with Marketing, Strategy, Customer Insights and external partners to build out optimal and transformative member experiences. You will operate with strong business acumen and have accountability for building, testing and launching transformative innovation.

Finally, you are responsible for developing a strong team of next generation loyalty and retail leadership.

You will oversee a team of 2+ members that are dedicated to the above strategy.

You will impact our business in the following ways:

• You will own the strategy for how to evolve our loyalty program benefits to create more long term loyalty with our shoppers. You will ensure the experience design meets our pre-determined markers of success. You will also serve as a subject matter expert for our cross-functional partners and advocate for our world-class loyalty program that helps us deepen our relationship with our shoppers.
• Your team will own and support all internal processes needed to successfully revolutionize the design, structure, benefits and offerings of our loyalty program, ensuring it is differentiated, compelling and drives our consumers to the CVS brand.

Responsibilities

Estimated % of Time

Create Strategy for Retail Loyalty at CVS

• Develop a plan that transforms our Retail Loyalty program to meet the needs of today's shoppers and members and creates a new level of engagement with CVS
• Lead the design of ExtraCare's future state vision of bringing ExtraCare closer to CVS' focus to being there for every meaningful moment of health, big and small, alongside other leaders and partners within the business.
• Create path for integration of ExtraCare into key CVS enterprise initiatives where appropriate.
• Develop a program innovation roadmap for ExtraCare activating across the CVS Health enterprise. Analyze internal and external data sources in order to identify, create, and develop new concepts / opportunities that are aligned to ExtraCare's future vision and CVS' enterprise priorities. Lead testing of new concepts with customers and develop sizing / business cases to support and prioritize new concepts / opportunities.
• Develop presentations to communicate ExtraCare vision and opportunities to all levels of the organization. Engage and influence leaders and peers across CVS to build alignment around the loyalty vision, design and implementation.
• Lead all or part of our new growth ideas through critical stages (eg, pilot, scale and ramp up).
• Lead all partnership explorations and evaluations, identifying paths to customer and financial growth, and sizing white space opportunities.

50%

Leverage Data to Evaluate Program Design

• Apply rigorous analytical thinking and an ROI lens to evaluate and shape new loyalty program constructs and benefits. Have clear understanding of future business impact to determine recommendation.
• Become an expert on retail and loyalty industry experience trends / best practices to identify opportunities for program and benefit expansion and evolution.

20%

Build and Maintain a Strategic Network of Internal and External Stakeholders

• Establish strategic relationships with Executives across the organization to foster support for overall agenda and (when necessary) remove barriers that impede progress of achieving business objectives; Impact and influence partners to ensure programs and initiatives achieve a positive outcome.
• Closely collaborate with Consumer Insights, Marketing, Strategy, Growth and Enterprise teams
• Test and iterate new benefits through experiments in market
• Build strong relationships across a variety of functions to establish trust, make decisions, and drive action

10%

Culture Team Development

• Providing guidance, direction, and support to teams and departments to ensure smooth operations and optimal performance.
• Responsible for leadership development, succession planning, and driving engagement programs for the teams you oversee. Ensure development and mentorship of next generation of leadership talent.
• Responsible for creating a culture centered on inclusion and well-being will be a key responsibility in this role. Caring for our colleagues is a top priority, which translates to caring for our customers.
• Develop internal and external networks that support a pipeline of talent into day-to-day operations and governance team.
• Promote a high-performance culture by clearly setting goals and expectations.
• Act as a trusted coach and mentor for team to develop and support IDPs for high potential talent
• Leverage existing enterprise tools , such as talent profiles and enterprise development programs, to develop talent.

20%

Education: Indicate the amount of education TYPICALLY required to fulfill the responsibilities of the role. Enter "R" for Required or "P" for Preferred.

R

Equivalent Experience

P

Masters

High School Diploma or General Equivalent Development (GED)

Doctorate

Associates Degree

Other Certification(s)

R

Bachelor Degree

Other License(s):

Prior Relevant Work Experience: Indicate the amount of prior RELATED work experience TYPICALLY required to fulfill the responsibilities of the role. Enter "R" for Required or "P" for Preferred.

0 to 3 years

3 to 5 years

5 to 8 years

8 to 10 years

R

10 to 15 years

P

15 years or more

Essential Qualifications, Essential Functions & Preferred Qualifications:

Context and Instruction (text may be deleted):

• The Americans with Disabilities Act (ADA) was designed to provide equal employment opportunities for qualified individuals with disabilities. The ADA not only prohibits discrimination against qualified applicants and colleagues on the basis of a disability, but also requires employers to provide reasonable accommodations