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At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

SOCIAL MEDIA COMMUNITY MANAGEMENT ASSOCIATE

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 40,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Position Overview

With more than half of the world’s population active on social media, Lilly is seeking a high-capacity Social Media Community Management Associate to help accelerate its Social Media Center of Excellence in driving meaningful consumer and healthcare provider (HCP) engagement, improve health outcomes, and fuel business growth.

The Social Media Center of Excellence is part of Lilly’s Digital Engagement Team, joining leaders from the Enterprise Websites (EWI) and Search Capabilities teams who collectively design and deploy integrated, innovative, and scalable digital marketing strategies and solutions that address customer and business needs across Business Units, Functions, and Geographies.

The Community Management Associate plays a crucial role in maintaining a positive and engaged social media online presence for Lilly and our brands. The role’s primary responsibility is to support customer communications and foster meaningful conversations delivering best-in-class social care. Achieving this goal requires a passion for customer support, an ability to analyze and report on complex communications, a curiosity for what’s possible, and an unrelenting desire to implement continuous improvement.

Key Responsibilities

Community Engagement

  • Monitor for adverse events (AE) and product complaints (PC) and report compliantly per Lilly policy.
  • Oversee customer conversations applying tags for metrics tracking and managing replies where appropriate, while watching for trends around a brand or disease state.
  • Collaborate with cross-functional teams, including The Lilly Answer Center (TLAC), Tech@Lilly, Medical, Legal, Regulatory, and other community management teams across the company by ensuring frequent, continuous, and effective communication with team members and key stakeholders.
  • Regularly review existing content and keep all content updated to ensure completeness, consistency of messaging, and quality in accordance with ongoing strategic updates.
  • Understand social media platforms and how each of them uniquely impacts audience behavior and content performance. Stay on top of upcoming trends and updates. Combine knowledge of how customers use platforms with user analytics to better understand the effects of these trends and recommend future strategies to brands.

Analytics and Audience Insights

  • Transform raw data into insightful information. Collect, organize, visualize, and assimilate social care data to better understand user engagement trends. Use the data and your knowledge of social media to support business decisions and generate meaningful results.
  • Collaborate with and serve as a Social Care liaison between the CEH Social Media team and assigned brand teams to provide feedback, insights, and solutions for online engagement with customers.
  • Support development and maintenance of social care dashboards and databases that are used to make decisions on future digital marketing and communications strategies and plans.
  • Use data and visualizations to tell a story about what is happening on our channels. Don't just know the data; investigate and explain the why, using social care data to turn hunches into actionable ideas.

Communications and Crisis Management

  • Proactively share community management recommendations with Social Media Strategy and brand team members, including but not limited to new reactive responses. Craft compelling responses that are clear, concise, conversational, and compliant making use of text, video, and images.
  • Maintain awareness of company risks and industry trends and proactively make recommendations about opportunities to engage, crafting timely, relevant responses to customer queries.
  • Identify and address potential issues or negative feedback, working with the appropriate teams to resolve concerns and maintain a positive online environment.

Operations, Quality, and Compliance

  • Assist brand teams with assembling, formatting, and proofreading FAQs prior to MLRO submission.
  • Partner with Tech@Lilly to update content folders and perform quality review once FAQs have been uploaded in social media CRM tool.
  • Work with community managers and third-party vendors to ensure compliance through training, implementation of quality standards and identifying and reporting non-compliance. Perform regular quality reviews of community manager and/or third-party agency work.
  • Collaborate cross functionally to develop and maintain operational support documents (e.g., FAQs, procedures, job aids).
  • Become an SME on the social media tool used in order to support business decisions related to configurations, automations, and AI, and coach others in their use of the tool.

Team Expectations

  • Work effectively and openly with other community managers across the organization to ensure consistency for the ways in which we engage with customers on social media platforms. Share learnings, execute efficiencies, and ensure alignment of goals and deliverables.
  • Acquire a strong knowledge of our brands' strategies, target patients, and key objectives.
  • Build strong, trusting relationships with peers in the Lilly matrix, as well as third-party partners.
  • Participate in learning and development opportunities to ensure delivery of exceptional value to our customers and Lilly business partners, including efforts to obtain expert level of understanding of the healthcare and pharmaceutical environment, trends in community management, innovation in vendor technology, and best-in-class customer engagements.
  • Operate in a state of continuous compliance while meeting key business objectives.
  • Help team achieve corporate diversity goals and objectives through active participation in diversity, equity, and inclusion initiatives.
  • Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives. Drive to continuous improvement to reduce time-on-task and operating expenses and fuel innovation.
  • Quickly identify issues and areas of need or opportunity. Use escalation processes to proactively prevent issues, quickly resolve issues, and/or identify ways to leverage opportunities.
  • Establish new/nurture existing relationships with various Lilly partners who are responsible for communicating with customers directly to ensure accurate, consistent customer messaging that resonates with the audience.

Desired Skills

  • Proven track record in a client or customer service environment.
  • Deep-rooted passion for customer service. Experience and desire to identify, address, and solve customer problems and concerns effectively along with the ability to stay calm when customers are stressed or upset.
  • Experience working with social media content management systems such as Khoros, Sprinklr, Sprout Social, or Hootsuite.
  • Ability to maintain a large workload in a fast-paced, deadline driven environment, and to work on multiple tasks with minimal supervision.
  • Ability to work independently and confidently make decisions.
  • Compliance-minded.
  • Possess strong oral and written communications skills including superior writing, grammar, editing and proofreading skills. Ability to effectively present information in one-on-one and group situations. Ability to write in a clear, concise, organized, and engaging manner for the intended audience.
  • Ability to think and act effectively under pressure. Ability to adjust strategy or approach in response to the demands of a situation. Ability to adjust timelines, results, and expectations appropriately to changing needs.
  • Ability to manage multiple projects and competing priorities. Ability to set priorities, goals, and timetables to achieve maximum productivity. Ability to display a high level of initiative, effort, and commitment toward completing projects in a timely manner.
  • Willingness to build relationships and collaborate across the broader Lilly matrix. Strong team player with the ability to work effectively with employees at all levels.
  • Prefer that candidate has pharmaceutical industry knowledge and the ability to translate how trends in news and customer conversations can impact Lilly and its brands.
  • Proficient in Excel and or PowerBI
  • Preference for candidates who also speak any of the following languages: Italian, French, German, Japanese, Portuguese, and Spanish

Minimum Qualifications

  • Bachelor's degree
  • Three+ years of experience working in customer service/customer care or social media
  • Strong organizational skills and ability to maintain a large workload in a fast-paced, deadline driven environment.
  • English proficiency (written and spoken) required.

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

#WeAreLilly

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Confirmed an hour ago. Posted 14 days ago.

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