[Hiring] Senior Manager, Customer Insights @CVS Health

Role Description

As a Sr. Manager, Customer Insights you will play a critical role in supporting our Oak Street Health patients, providers and business by leading the strategy, execution, and optimization of integrated customer relationship management (CRM) programs designed to drive patient acquisition, engagement, retention, and lifetime value. This role is responsible for developing and executing omnichannel marketing strategies across Sales, Email, SMS, Direct Mail, and related digital touchpoints, ensuring a seamless and personalized customer experience throughout the patient journey.

• Lead the development and optimization of comprehensive CRM strategies.
• Orchestrate a unified approach across Email, SMS, and Direct Mail to drive measurable patient growth and lifecycle engagement.
• Direct and develop a team of three Campaign Strategists.
• Foster a culture of excellence, providing professional guidance, workload prioritization, and strategic oversight on all campaign executions.
• Identify and pilot advanced CRM techniques—such as real-time triggered messaging, predictive dynamic content, and hyper-personalization.
• Develop a sophisticated contact targeting strategy that optimizes touchpoints across the full funnel.
• Lead the strategic framework for new audience segments (e.g., caregivers, insurance agents).
• Oversee the end-to-end lifecycle of campaign assets (Email, SMS, Direct Mail, Landing Pages).
• Serve as the primary CRM Subject Matter Expert (SME) for business owners and executives.
• Architect and oversee a robust A/B testing and multivariate experimentation roadmap.
• Transform raw campaign data into strategic narratives.
• Partner with the Marketing Automation team to monitor deliverability and system performance.

Qualifications

• 10+ years of experience in CRM, Lifecycle Marketing, or Integrated Campaign Strategy.
• Minimum of 3–5 years of experience directly managing a team of strategists or marketing managers in a high-growth environment.
• Extensive experience designing "always-on" and triggered customer journeys that span digital (Email/SMS) and offline (Direct Mail/Voice) channels.
• Experience navigating HIPAA compliance and complex data privacy regulations (CCPA, CAN-SPAM) within marketing campaigns.
• Proven ability to translate complex data sets and clinical/business requirements into simplified, high-performing campaign strategies.
• High-level understanding of enterprise Marketing Automation Platforms (e.g., Salesforce Marketing Cloud Advanced, Marketo, Eloqua).
• Advanced knowledge of A/B and multivariate testing design, including statistical significance and iterative optimization.
• Experience building persona-based targeting strategies and leveraging predictive modeling or propensity scores.
• Skilled in directing creative teams and agencies to produce high-converting assets across multiple formats (digital and print).

Requirements

• Bachelors degree in Marketing or related field. Masters preferred.

Benefits

• Paid vacation, sick time, and investment/retirement 401K match options.
• Health insurance, vision, and dental benefits.
• Opportunities for leadership development and continuing education stipends.
• New centers and flexible work environments.
• Opportunities for high levels of responsibility and rapid advancement.