Executive Director, Customer Segmentation - Marketing

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.

Position Summary:

CVS Pharmacy is currently delivering against strategy within the traditional 'drug' store channel, growing Pharmacy share, and serving millions of customers and patients every day. However, to remain competitive and relevant, we must evolve our value proposition to be customer-driven and durable, deeply rooted in robust insights on how customers and patients perceive CVS Pharmacy and the relevant competitive sets today and in the future. 

The Executive Director of Customer Segmentation will be responsible for developing strategy that facilitates the evolution of our retail pharmacy value proposition, informing how we compete in the retail pharmacy channel and beyond as well as informing key operational choices across the business.  They will develop a forward-looking customer segmentation that grounds our teams in who we are serving to inform market strategies, capital investment, business targets and deployment of internal resources. The Executive Director will be expected to back their strategy in relevant data, insights and trends.

The Executive Director is responsible for challenging legacy thinking, bringing in external perspectives and championing our customer with a lens towards the future.  They will develop a strong perspective of our future customer that enables measurable goals and workstreams to meet their evolving needs. 

Ability to work effectively in a matrixed environment is critical. The Executive Director will be a collaborative leader, who can influence multiple stakeholders, including senior leadership, and build support across all levels of the organization.

Primary Responsibilities:

• Develop and implement strategy to evolve the Retail Pharmacy value proposition over the next 3-5 years to serve future customer and patient needs across the business (FS, RX, Health Services).
• Create a PCW customer segmentation that informs both a multi-year strategic agenda as well as directly informing the day-to-day operating priorities for PCW. Ensuring all work is deeply rooted in forward looking customer insights for CVS and the relevant competitive set.
• Manage relationships with executive leaders and deeply understand their business segment dynamics, goals and objectives, and business priorities. Build networks and strong relationships to influence and impact change at senior levels. Including 3rd party engagements.
• Develop and execute relevant workstreams and necessary change management operational plan to enable the evolution of our value prop across teams.  This includes creation of artifacts, technology and processes needed to deliver.
• Possess a thorough understanding of the retail pharmacy industry, as well as in-depth understanding of the market to stay informed of industry trends and competitor activity.
• Lead colleagues with heart. Set the tone and overarching marketing vision for the business/customer segments, leading teams as well as influencing others. Foster a culture of innovation and accountability.

Required Qualifications:

• 15+ years of increasing responsibility and experience in the consulting or marketing spaces.
• Experience in leading customer segmentation analysis to facilitate strategic choices and planning.
• Extensive experience in consumer facing business or retail channel.
• Ability to lead a high performing team, with a focus on cultivating talent and fostering a culture of collaboration.
• Proven experience managing marketing or departmental budgets, optimizing spend, and making recommendations for growth.
• Strong strategic, critical thinking, and conceptual abilities; ability to lead strategic planning discussions.
• Excellent communication and interpersonal skills, coupled with executive presence and the ability to communicate up and down the organization.
• Talent for connecting creative thinking and bold actions to business results.

Preferred Qualifications:

• Passion for understanding customer behaviors, needs and trends, and testing new marketing avenues to meet them where they are.
• Specific experience pharmacy space is a plus.

Education:

• Bachelor’s degree required
• Master’s degree preferred

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.