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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$57,750 - $129,800

Position Overview:

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

Lilly’s Social Media CoE is seeking a Social Media Capabilities and Operations Associate to elevate our team to new frontiers. As part of the larger Digital Engagement CoE, our goal is to deliver best-in-any class social media best practices, consistently delivering customer-centric experiences rooted in innovation and ethical connections, ultimately inspiring positive change worldwide. The digital arena is dynamic and quickly evolving—marked by frequent platform and algorithm updates, policies and regulations, shifts in user behavior and loyalty, and new ways to harness data and content.

The work scope of the Social Media Capabilities and Operations Associate crosses multiple social media disciplines, which makes it a critical role for the team. Key responsibilities include operational excellence, strategic process improvements, ensuring compliance, and staying ahead of emerging social media trends and technologies.

Key responsibilities of this role may include, but are not necessarily limited to:

Operations and CapabilitiesAdvise and continuously optimize social media operations, ensuring adherence to Lilly’s quality systems, compliance, and operational standards.Develop and update procedures, job aids, and process documentation to support consistent and efficient execution of social media strategies.Partner with cross-functional teams to find possibilitiesfor automation, AI integration, and configuration enhancements within tools like Sprinklr.Stay ahead of frequent algorithm changes and assess their impact on the business. Develop and swiftly implement marketing action plans in response.Act as the subject matter expert (SME) for social media tools, serving as the go-to resource for operational questions and tool functionality.Lead efforts to identify, document, and implement process improvements that benefit Strategy, Care, Listening and Capabilities teams.Work with agencies and other third-party vendors to ensure compliance through onboarding, training, and implementation of quality standards.Perform regular quality reviews of internal and third-party agency work.

Community Engagement and Customer CareMonitor social media channels for adverse events (AE) and product complaints (PC), ensuring compliant reporting in support of Lilly’s policies.Lead customer conversations, managing replies and tags for metrics tracking, and identifying trends around brands or disease states.Collaborate with internal stakeholders, including The Lilly Answer Center (TLAC), Medical, Legal, Regulatory, and external agencies, to foster alignment in messaging and engagement.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 foreward-looking strategies to brands.

Compliance and Risk ManagementPerform social media tactic reviews and build instructional templates to streamline the review process, ensuring strict compliance with marketing guidelines, good promotional practices, privacy policies, and other regulatory standards.Proactively identify possible risks or issues and collaborate with legal, compliance, and cross-functional teams to implement corrective actions.Lead training and quality assurance efforts for internal teams and third-party vendors to uphold compliance and operational excellence.

Emerging Trends and InnovationStay informed of evolving social media platforms, features, and trends, assessing their relevance and application for Lilly.Implement recommendations for platform strategies, tool configurations, and innovative engagement tactics.

Social Media Influencer Campaign ManagementDevelop and implement monitoring plans for social media influencer campaigns, ensuring alignment with compliance and quality standards.Support scaling of third-party and brand partnership campaign management to global affiliates, providing guidance and subject matter expertise.Oversee third party agency work on influencer campaign projects, providing guidance on engagement, response strategies, and reporting.Collaborate with brand teams and brand partnership team to establish clear objectives and metrics for influencer initiatives.Analyze campaign performance data to provide actionable insights and recommendations for future campaigns.Ensure all influencer engagements adhere to Lilly’s policies, including disclosure requirements, adverse event reporting, and brand support.

Preferred SkillsDemonstrated expertise in leading social media operations and community engagement, with a strong focus on compliance and process improvement.Strong expertise across multiple digital channels and in-depth expertise in social media and platforms (Facebook, Instagram, TikTok, Reddit, YouTube).Experience with social media management and measurement tools such as Sprinklr, Khoros, Quid, Meltwater, etc.Demonstrated organizational skills and operamentality, with the ability to objectively look at processes to make meaningful insights and recommendations. Project management skills are a bonus.Accountable team player who respects and works effectively with employees at all levels and delivers the work that’s promised.Natural curiosity and desire to seek out information and details to develop a comprehensive understanding of a topic or situation.Customer-focused approach with a passion for delivering exceptional support and engagement.

Basic Requirements:Bachelor’s DegreeMinimum of 3 years of experience in social media marketing, digital marketing, or project management, or related fields.Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and/or visas for this role.

Additional Skills/Preferences:Proficient in using social media platforms (e.g., Facebook, Instagram, LinkedIn, TikTok) and understanding their features, functionalities, and standard methodologies.Experience in regulated industries or environments (pharmaceutical, healthcare, financial services) is preferred.Demonstrated ability to communicate effectively, influence peers and leaders, and prepare the business for change, including organizational change management (OCM).Detail-oriented, thrives in a fast-paced, dynamic environment with evolving priorities and timelines, with a consistent record of adapting to change and handling multiple projects simultaneously.Familiarity and understanding of pharmaceutical regulations and guidelines, including FDA and/or other global regulatory bodies, ensuring adherence to compliance standards.Proactive problem-solver that involves collaborators as needed, connecting partners across a highly matrixed organization to find solutions (e.g., Brand, Tech@Lilly, Social agencies, Media, etc.).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 strain. 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.Lead multiple projects and contending 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 prompt manner.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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