Sr Director Digital Merchandising & Customer Experience

  • Company: CVS Health
  • Location: Woonsocket, Rhode Island
  • Posted: December 16, 2017
  • Reference ID: 734208BR
Position Summary:

The Senior Director, Digital Merchandising& Customer Experience is responsible for leading and managing assigned e-commerce business portfolios across several categories that may span Health,Photo, Personal Care and Consumables; their respective P&L’s and a team of highly motivated colleagues. The Senior Director will have full responsibility for setting the strategic direction for their e-commerce portfolios; attaining budgeted sales, budgeted margin, market share growth; and leading and developing high performing teams. This role will partner closely with Digital Leaders, Marketing, Front Store Merchandising and many other internal and external partners to build and execute omnichannel strategies to drive and value.

In addition, the Senior Director, Digital Merchandising & Customer Experience will lead the development of near in business operating and engagement plans to deliver omnichannel customer growth strategies and overall digital engagement. With this work, the Senior Director will focus on addressing key pain points throughout omnichannel customer journeys. This role is also responsible for helping to deliver target customer satisfaction (CSAT) metrics and overall customer engagement goals.

Specific responsibilities include:

Merchandising – lead a team of digital category merchants to build a leading health and beauty shop
· Spearhead e-commerce grow that CVS by partnering with merchants, vendors and product teams to build leading online shopping experiences
· Manage merchandising and shopping experience for multiple initiatives to achieve omnichannel sales and margin goals
· Plan, execute and optimize online merchandising activities including promotional planning, item details,assortment strategy, category strategy, monetization and browse path

Customer Experience - Define and own a set of customer engagement and experience metrics around CSAT and engagement to drive omnichannel shopping behavior at CVS
· Define core customer journeys and outline strategic road-map and optimization plans to deliver end-to-end customer satisfaction
· Partner with product and analytics teams to synthesize complex web data, product performance and voice of customer data to form actionable insights to accelerate growth
· Drive aggressive testing agenda to optimize digital channel performance, leveraging iterative testing and data analysis
· Understand how the digital marketplace for core journeys is evolving and translate into opportunities for CVS
· Manage and optimize the online content strategy to drive awareness, consideration, trial and loyalty among key customer segments, partnering closely with Category Merchants and Vendors

Growth and strategy - Lead development of near in business and operating plans and address gaps in omnichannel customer journeys.
· Accountable to grow digitally influenced in-store sales and online commerce
· Create, define and own KPI’sthat drive digitally influenced in-store sales and online commerce
· Define the growth plans for digital omnichannel that ultimately ladder up to front store and enterprise growth and strategic objectives
· Collaborate with digital product teams to prioritize projects and optimization efforts to improve the customer experience and deliver on short and long term omnichannel digital goals
· Assess new business opportunities, build the fact base and prioritize within the existing portfolio

Influence and partner with internal and external partners to drive digital and total enterprise value for CVS
· Drive cross-functional collaboration with constituents beyond digital including alignment of vision,key strategies and success metrics to create more omnichannel customers at CVS
· Establish deep working relationships and partnership with core merchant leaders and teams to evangelize omni and digital capabilities and possibilities, build advocacy and planning with merchants, establish clear “Asks” of the core merchants and collaboratively build best-in-class omni merchandising plans
· Work closely with frontstore merchandising team, harness the strength of the CPG community tostrengthen CVS digital experiences
· Oversee execution of go to market plans for all front store digital products, partnering with Marketing, ExtraCare, Merchandising, Digital Operations, Store Operations and Customer Service teams to ensure flawless execution and a seamless customer experience

Traffic and engagement – Deeply understand traffic behavior to and on CVS site experience
· Partner with Marketing to create traffic plans to digital experiences, email collection and app adoption at CVS
· Set the strategy and execution of the onsite digital engagement plan including promotional asset deployment across the site
· Develop key performance indicators and reporting to measure traffic to all digital platforms, health of active digital customer base and productivity of digital channels in close partnership with Digital Analytics and Marketing teams
· Be the subject matter expert on how customer moves to and through our site and optimize customer behavior to drive key CSAT KPI’s
· Implement new digital communication platforms to drive customer engagement and deliver long-term value to the Retail front store, such as trigger and transactional-based communications through desktop & mobile channels
· Develop and implement integrated customer engagement strategies to effectively leverage digital channels and assets to drive step-change customer adoption and engagement among the retail front store digital tools and capabilities

Lead a large team of digital colleagues to drive digital engagement, customer experience and merchandising
· Foster a team culture with a strong customer focus that translates consumer insights into engagement,experience and merchandising strategy and execution
· Create high performing teams with a passion for digital that meaningfully improve the overall consumer experience
· Develop, grow and retain talent to become future digital and CVS leaders

Required Qualifications:
10+ years experience, including
5 + years in retail merchandising and/or e-commerce.
7+ years of experience driving transformational performance in a retail business through the implementation of innovative strategies to drive sales and margin.
5+ years of previous experience managing a professional retail merchandising/category management or e-commerce staff.
A minimum of 5+ years of experience with modern merchandising tools and systems (privacy, promotions, assessment, optimization, etc) as well as digital tools and systems.

Preferred Qualifications:
and Acts Strategically. Anticipates business opportunities and
challenges and drives long-term strategies while maintaining a focus on
shorter-term objectives.
Focuses on the Customer and Market.
Continuously evaluates what’s important to the customer / client and
develops products or solutions that exceed expectations.
Results. Rigorously drives self and others to achieve high levels of
individual and organizational performance. . . clearly wants to win.
and Develops Talent. Provides opportunities, guidance and feedback to
develop colleagues and ensure a pipeline of talent for the future.
and Influences Others. Skillfully persuades others to support
important initiatives, gain alignment with our strategy and goals, and
act in the best interests of the company.
Demonstrates a Deep
Understanding of Our Business. Develops and applies a deep personal
knowledge of our businesses, customers and clients.
Drives Agility
and Innovation. Challenges self and the organization to seek and
promote leading edge solutions, create new opportunities, and be the
Makes Sound Business Decisions. Makes timely and
well-informed decisions that advance critical priorities, capitalize on
new opportunities, and resolve problems.
Partners Across
Boundaries. Works collaboratively and effectively with colleagues
throughout the company toward the common good of CVS Health.


Bachelor's Degree from leading institution, MBA preferred

Business Overview:
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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