CRM Strategy Director

CVS Health; Illinois; On-site; USD 100,000 - 232,000; Full time

Job summary

A leading healthcare company is seeking a CRM Strategy Director to oversee engagement strategies across email, SMS, and direct mail. The role requires significant experience in marketing, with a focus on CRM and analytics. Additionally, the candidate should possess strong leadership skills and a track record of managing effective marketing teams. This position offers a competitive salary range of $100,000 - $231,540.

Benefits

Affordable medical plan options

401(k) plan with company match

Employee stock purchase plan

Tuition assistance

Paid time off

Qualifications

• 10+ years of experience in a marketing function.
• 5+ years of CRM or lifecycle marketing experience.
• Experience managing a team of at least 3.

Responsibilities

• Own the contact and engagement strategy across multiple channels.
• Guide cross-functional teams in customer journey development.
• Develop cross-channel CRM strategies to drive engagement.

Skills

CRM strategies

Leadership

Analytical skills

Personalization

Education

Bachelor’s Degree

Tools

Adobe Experience Platform

Salesforce Marketing Cloud

Job description

Overview

Join to apply for the CRM Strategy Director role at CVS Health

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. Our retail business is a critical part of our strategy as the primary customer-facing piece of our portfolio. Our CRM channels and communications are some of our most important marketing activities, driving sales, customer engagement and retention. We are currently investing significantly in CRM to revolutionize the way we communicate with customers and are looking for an experienced CRM professional to help lead this change. The director will report into the Executive Director of CRM Marketing.

Responsibilities

• Own the contact and engagement strategy for retail CVS across email, SMS, Push and direct mail.
• Guide cross functional POD teams to develop the customer contact strategy and journeys across lifecycles (acquisition, onboarding, active and lapsing/winback), tailored to key customer segments.
• Align journeys with retail goals while facilitating personalization that deepens CVS’ relationship with the customer.
• Develop customer-first, cross-channel CRM strategies ensuring deployment of the right messages to the right customer at the right time to drive customer engagement and sales.
• Work cross-functionally and be a primary decision maker in establishing and implementing an overarching governance model that automates customer contact decisions.
• Improve performance and customer reporting & analytics, conduct deep dives and train the team to identify opportunities within lifecycles.
• Monitor metrics including channel engagement (engagement, CTR, unsubscribes), financials (revenue, margin, markdowns) and identify opportunities (reach, targeting, etc.).
• Utilize universal control and/or holdout groups to support value articulation.
• Understand business drivers and their relation to CRM performance; work with cross functional teams to optimize performance.
• Prioritize business needs with minimal direction; understand implications on sales, markdowns, redeemers, etc.; influence partners across the organization; build open, trusting relationships to drive clear goals and outcomes.
• Partner with MarTech, Marketing Operations, Analytics and Retail IT to set and execute an omnichannel and dynamic content roadmap.
• Coach and manage a team of 8+ marketers (4 direct); foster a positive, high-performing culture and help the team articulate priorities to cross-functional teams.

Qualifications

Required Qualifications

• 10+ years of work experience in a marketing function
• 5+ years of CRM, lifecycle, or loyalty marketing or product management
• 3+ years of experience managing a team

Preferred Qualifications

• Experience with implementing message orchestration/arbitration and/or customer lifecycle management strategies using advanced analytics or technology
• Strong business acumen and understanding of CRM performance drivers
• Experience scaling personalized communications for a large, consumer-facing brand
• Deep understanding of omni-channel orchestration and lifecycle journey management
• Experience translating insights and segmentation data into cohesive lifecycle journeys
• Understanding of omni-channel arbitration and governance principles at scale
• Strong judgment to prioritize high-impact activities
• Experience with Adobe Experience Platform or Salesforce Marketing Cloud
• Proven ability to collaborate with internal partners to drive ROI
• Self-motivated, high-capacity, performance-driven mindset
• Excellent written and oral communication skills across diverse audiences
• Strong leadership in building collaborative marketing teams

Education

Bachelor’s Degree or equivalent (HS Diploma + 4 years of relevant experience) required; Master’s Degree preferred

Pay Range

The Typical Pay Range For This Role Is $100,000.00 - $231,540.00.

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 experience, education, geography and other 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. It also includes an equity award target.

Benefits

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve. We provide a comprehensive and competitive mix of pay and benefits to support physical, emotional and financial wellness. Benefits include:

• Affordable medical plan options, a 401(k) plan (including company match), and employee stock purchase plan
• No-cost programs for wellness, tobacco cessation, weight management, counseling and financial coaching
• Paid time off, flexible work schedules, family leave, dependent care resources, employee assistance programs, tuition assistance and retiree medical access

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

We anticipate the application window closing on: 11/21/2025

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

Chicago, IL

Notes

We are not including extraneous postings or alerts here. This description preserves the essential responsibilities, qualifications and benefits of the CRM Strategy Director role at CVS Health.