Sr Mgr,Customer Insights

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.

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.

• 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…