At CVS Health, millions of times a day, we’re helping people on their path to better health - from advising on prescriptions to helping manage chronic and specialty conditions. Because we’re present in so many moments, big and small, we have an active, supportive role in shaping the future of health care.
We’re reinventing pharmacy to have a more active, supportive role in each person’s unique health experience and in the greater health care environment. For millions each day that journey begins with one of our 9,700 retail pharmacies and whether it’s stocking-up on the latest deals, healthy foods, or getting expert pharmacy advice we want to put the shopper/patient at the center at every step of their journey. This approach will not only lead to better health outcomes but also increased loyalty and share of wallet. To enable this we are looking for a Director, Shopper and In-Store Experience to pro-actively identify, gain alignment to, and lead or support cross-functional and cross-enterprise efforts to deliver best in class shopping and patient experiences.
Leads the Center of Excellence for CVS shopper based design: gaining cross-enterprise adoption through training and partnerships helping enable every part of the organization to be rooted in “think” customer.
Partners with consumer insights to identify key shopper/patient barriers and collaboratively work cross-functionally (including retail design, operations, merchandising, pharmacy care, senior leadership) to gain alignment to solutions.
Develops working hypothesis’s to simplify the retail experience for both shopper/patient and retail colleague, then partners to gain alignment from key stakeholders to test hypothesis’s with a cross-functional team for broader application/scale.
Defines and collaboratively works to continuously optimize and improve the shopper/patient journey driving store choice and loyalty.
Develop and test journey maps for key shopper and patient segments.
Develop listening points in journey to ensure experience meets/exceeds shopper expectations/needs.
Identify opportunities for continuous improvement.
Partners with Major Initiative leaders i.e. Front Store Growth Strategies to help infuse the shopper into the design and development of future state, innovative solutions that anticipate the shopper/patient need at every step of the journey
Partners with digital teams and operations to lead the assessment and testing of potential leading edge solutions to enhance customer/patient in-store experience.
Ensure shopper/patient needs are met while delivering ROI positive results that meet or exceed IRR hurdles.
Provide the enterprise with an on-going competitive and industry trends and landscape.
Review sales and Key Performance Indicators including consumer engagement to proactively identify areas for improvement.
Deliver on company growth and profitability through increased customer satisfaction, engagement and loyalty.
Required Qualifications: A minimum of 10+ years of marketing, design, or analytics experience in well-regarded consumer-facing organizations; relevant sectors will include retail, healthcare and packaged goods
Proven track record of planning, monitoring and delivering tactical marketing activities with a strong focus on ROI.
Exceptional team leadership and management skills.
Demonstrated operational and analytic competencies.
Self-motivated, high capacity individual who can function and win in a demanding, performance-driven environment.
Excellent communication skills that can be effectively articulated in both written and oral forms across a diverse audience base.
8+ years cross-functional leadership experience
8+ years of project management experience
Preferred Qualifications: - Master's Degree preferred - Category management experience a plus - Retail design experience a plus