Sr Mgr,Customer Insights

CVS Health•Work At Home-Illinois, IL

1d•$82,940 - $182,549•Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Overview: Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes. 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. The position oversees a team of Campaign Strategists, providing leadership, mentorship, and strategic direction while partnering closely with cross-functional stakeholders, including Marketing Automation, Analytics, Creative, Product, and Business Leaders. The CRM Marketing Manager serves as the primary CRM subject matter expert, translating business objectives into data-driven lifecycle marketing initiatives and customer journeys. Success in this position requires a strategic mindset, strong leadership skills, expertise in lifecycle marketing and customer engagement, and the ability to balance creative innovation with technical execution in a fast-paced, results-oriented environment.

Requirements

10+ years of experience in CRM, Lifecycle Marketing, or Integrated Campaign Strategy, with a proven track record of driving growth through Email, SMS, and Direct Mail.
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.
Data-Driven Decision Making: Proven ability to translate complex data sets and clinical/business requirements into simplified, high-performing campaign strategies.
Platform Familiarity: High-level understanding of enterprise Marketing Automation Platforms (e.g., Salesforce Marketing Cloud Advanced, Marketo, Eloqua) and how they integrate with CRM systems (Salesforce).
Testing Methodology: Advanced knowledge of A/B and multivariate testing design, including statistical significance and iterative optimization.
Audience Segmentation: Experience building persona-based targeting strategies and leveraging predictive modeling or propensity scores.
Creative Briefing: Skilled in directing creative teams and agencies to produce high-converting assets across multiple formats (digital and print).

Nice To Haves

Healthcare or Regulated Industry Experience: (Preferred) Experience navigating HIPAA compliance and complex data privacy regulations (CCPA, CAN-SPAM) within marketing campaigns.
Experience navigating HIPAA compliance and complex data privacy regulations (CCPA, CAN-SPAM) within marketing campaigns.
Understanding of the patient journey and the sensitivities around healthcare marketing.

Responsibilities

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—to solve emerging business challenges and capture new market share.
Develop a sophisticated contact targeting strategy that optimizes touchpoints across the full funnel.
Ensure frequency capping and channel-specific logic to maximize ROI while maintaining a best-in-class patient experience.
Lead the strategic framework for new audience segments (e.g., caregivers, insurance agents).
Partner with Data/Analytics teams to build out audience-based capabilities that enable precision targeting.
Oversee the end-to-end lifecycle of campaign assets (Email, SMS, Direct Mail, Landing Pages).
Ensure creative excellence is balanced with technical feasibility and brand alignment.
Serve as the primary CRM Subject Matter Expert (SME) for business owners and executives.
Translate high-level business goals into actionable, journey-based marketing plans.
Architect and oversee a robust A/B testing and multivariate experimentation roadmap.
Use data-driven insights to challenge the status quo and optimize messaging cadence for both prospects and patients.
Transform raw campaign data into strategic narratives.
Deliver high-level performance reporting to stakeholders that goes beyond "open rates" to focus on downstream business impact and ROI.
Partner with the Marketing Automation team to monitor deliverability and system performance, ensuring the campaign engine is optimized for scale and compliance.