Sr. Manager, Customer Insights

Oak Street Health, part of CVS Health; United States; Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Paid vacation

Health insurance

401K match

Dental & vision coverage

Flexible work environments

Job summary

Oak Street Health is seeking a Senior Manager, Customer Insights to lead and optimize omnichannel CRM programs across Email, SMS, and Direct Mail, driving patient acquisition, engagement, retention, and lifetime value.

You will manage a team of Campaign Strategists, collaborating with Analytics, Marketing Automation, Creative, and Product to translate business goals into journey-based campaigns and data-driven experimentation for ROI.

Qualifications

• 10+ years in CRM, Lifecycle Marketing, or Integrated Campaign Strategy with proven growth through Email, SMS, Direct Mail.
• Minimum of 3–5 years leading a team of strategists or marketing managers in a high-growth environment.
• Omnichannel experience designing always-on and triggered journeys across digital and offline channels.
• Healthcare or regulated industry experience; HIPAA, CAN-SPAM, CCPA knowledge advantageous.
• Data-driven ability to translate complex data into high-performing campaigns.
• Familiarity with enterprise MA platforms (Salesforce Marketing Cloud Advanced, Marketo, Eloqua) and Salesforce.
• Advanced knowledge of A/B and multivariate testing and optimization.
• Experience building persona-based targeting and leveraging predictive models.

Responsibilities

• Lead the development and optimization of comprehensive CRM strategies across Email, SMS, and Direct Mail.
• Direct and develop a team of three Campaign Strategists, providing guidance and oversight on all campaigns.
• Pilot advanced CRM techniques such as real-time triggered messaging and hyper-personalization.
• Develop omnichannel targeting architecture with frequency capping and channel-specific logic to maximize ROI.
• Lead audience expansion for new segments and collaborate with Data/Analytics teams.
• Oversee end-to-end lifecycle of campaign assets and ensure brand alignment and technical feasibility.
• Serve as CRM SME translating business goals into journey-based marketing plans.
• Architect and oversee a robust A/B testing and multivariate roadmap.
• Deliver high-level performance reporting focusing on ROI and downstream business impact.
• Partner with Marketing Automation to monitor deliverability and system performance.

Skills

CRM strategy

Lifecycle marketing

Omnichannel

Team leadership

Data-driven decisions

MA platform familiarity

A/B testing

Audience segmentation

Cross-functional collaboration

Education

Bachelor's in Marketing or related field

Master's preferred

Tools

Salesforce Marketing Cloud Advanced

Marketo

Eloqua

Salesforce integrations

Job description

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.

Position Summary:

• Strategic Multi-Channel Leadership: 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.
• Team Management & Mentorship: 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.
• Innovation & Growth Use Cases: 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.
• Omnichannel Targeting Architecture: 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.
• Persona & Audience Expansion: 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.
• Creative & Technical Oversight: 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.
• Cross-Functional Collaboration: 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.
• Experimentation & Optimization Framework: 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.
• Performance Analytics & Reporting: 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.
• Operational Health Stewardship: Partner with the Marketing Automation team to monitor deliverability and system performance, ensuring the campaign engine is optimized for scale and compliance.

Required Qualifications

• 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.
• Omnichannel Expertise: Extensive experience designing "always-on" and triggered customer journeys that span digital (Email/SMS) and offline (Direct Mail/Voice) channels.
• Healthcare or Regulated Industry Experience: (Preferred) Experience navigating HIPAA compliance and complex data privacy regulations (CCPA, CAN-SPAM) within marketing campaigns.
• 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).

Preferred Qualifications

• 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.

Education

Bachelors degree in Marketing or related field. Masters preferred.

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.

What does being “Oaky” look like?

• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined
• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• 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
• Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.