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Associate-Social Media Community Manager

Indianapolis, Indiana

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Req ID R-15056 Title Associate-Social Media Community Manager City Indianapolis State / Province Indiana Country United States

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 35,000 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.

Eli Lilly and Company’s Consumer Experience Hub delivers data-driven, end-to-end experiences across a myriad of touchpoints to drive positive outcomes for people living with health conditions ranging from diabetes to migraine to stage IV cancer and beyond.
The need to connect and communicate with these consumers continues to grow, especially as they have come to expect real-time and dynamic engagement across the digital ecosphere. Amid an ever-evolving environment and with these expectations of brands by consumers in mind, Lilly is reimagining its Social Media Center of Excellence. This team is charged with channel-specific digital marketing expertise, social media process development and knowledge-sharing across the business. This will best enable the enterprise to engage with consumers in social media as they make important healthcare decisions that impact their lives.
As a result, Lilly is staffing an additional Social Media Community Associate to engage with and provide social care to Lilly’s consumers on various social media platforms. This role plays an important part in shaping the consumer digital journey within a critical part of its Consumer Experience Hub. This position reports to the Director, Social Media

RESPONSIBILITIES
Social care and community management:
• Monitor for adverse events (AE) and product complaints (PC) and report compliantly per Lilly policy.
• Oversee consumer conversations, manage replies where appropriate and watch for trends around a brand or disease state.
• Collect data and insights from incoming patient posts to uncover clearer understanding of consumer needs.
• Create ongoing social care reports leveraging internal tagging insights.
• Work effectively and openly with other community managers to ensure consistency for the ways in which we engage in the social media platforms.
Brand engagement:
• Acquire a strong knowledge of our brand’s strategies, target patients and key objectives.
• Collaborate with and serve as the liaison between social media team and assigned brand teams to provide feedback, insights and solutions for online engagement with patients.
• Facilitate ongoing report readouts, sharing key themes and trends with brand teams.
• Proactively share community management recommendations with brand team members, including but not limited to new reactive responses.
• Collaborate with cross-functional teams, including The Lilly Answer Center, medical, legal, regulatory and other community management teams across the company by ensuring frequent, continuous and effective communication with team members and key stakeholders.
• Conduct tours as needed for the Digital Intelligence Lab and ensure there is a welcoming, open and best practice sharing environment for all guests.

Additional social media projects as assigned
The position will operate in an agile team concept designed to allow flexibility to execute the above job responsibilities as either dedicated, partially dedicated, and/or working across multiple brands. The incumbent should expect the alignment to a specific brand and/or therapeutic area to change based upon business need and the duration of alignment will vary.

BASIC QUALIFICATIONS
• Bachelor's degree
• 3+ years of experience working social media management
• 1+ years of experience working in customer care/customer service

ADDITIONAL SKILLS/PREFERENCES
• Bi-lingual speaking skills (preferably Spanish)

• Superb time management and ability to handle the ebb and flow of high volume of work
• Proven track record in a client-service environment including exposure to business partners
• Strong social media acumen with the ability to communicate thoughtfully and compliantly across platforms
• Track record for developing insightful, data-driven and action-oriented social media reports
• Ability to respect and work effectively with diverse teams, adopting the Team Lilly approach in all interactions
• Deep-rooted passion for customer service and empathy for the consumer
• Organizational and project management skills
• Understanding of social networks design, functionality, userbase and data within channel use
• Understanding of brand marketing and planning process
• Solid understanding of emerging digital marketing, social media and technology trends
• Experience working with social media content management systems such as Khoros or Sprinklr

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 is an EEO/Affirmative Action Employer and 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.

To submit resume, visit https://www.lilly.com/careers and apply to Req ID R-15056.

Lilly is an EEO/Affirmative Action Employer and 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.

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