The Digital Experience Manager, Social Media reports to the Team Lead, Social Media and is accountable for delivering high-quality, timely, and efficient digital customer experiences through social media. This individual has the ability to articulate the power of the channel and also execute social media programs on behalf of ***’s commercial products & teams. The social media team partners across Commercial, Medical and Government Affairs (CMG) to orchestrate and deliver integrated digital customer experiences that drive measurable business and patient outcomes.
*** believes that well-rounded social media professionals must have experience across multiple aspects of social media marketing, community, and platform management. A successful candidate will have broad experience across all of the following competency areas and deep expertise in at least three of them:
– Paid Social
– Content creation (as the creator or managing the process)
– Organic social media
– Social Listening & analytics
– Community management
– Influencer engagement and activation
– Platform management (such as Sprinklr, Khoros, Sprout Social, etc)
Key Responsibilities:
- Drives customer and patient-centric social media programs, with a bias for quality and efficiency
- Partners with product marketing teams to translate marketing strategy into integrated, omni-channel digital strategies and tactics
- Manages agency partners to ensure high-quality strategy, content, and execution; Leads development of social-first creative
- Works within a social media media management system to develop and adhere to best practices for delivery of social media and ensures partners do as well
- Educate the organization about the best use of influencers and activate them for the benefit of patients and customers
- Leverages internal analytics and external data to support insights and business-focused recommendations
- Understands the interplay between paid media, social media, email, and website touchpoints and can speak to the role each plays across the customer and patient journey.
- Creates project plans and ensures key milestones, dependencies and timelines are proactively communicated across stakeholders and partners
- Seeks opportunities to optimize, test pilots, or advance new capabilities and share learnings across XO and the broader enterprise
Skills
- An analytical mindset that translates to the creative-side of social media content development
- Deep familiarity with paid social media, including how to buy and optimize campaigns and content
- Highly experienced working within a SMMS, Sprinklr is highly desirable
- Fluency in all social media analytics, across all major social media platforms
- Ability to apply data and analysis to drive decision making
- Strong planning, critical thinking and problem-solving skills to meet goals within the constraints of time and budget
- Adept at vendor/agency management to maintain healthy partnerships and deliver operational excellence
Qualifications
- Bachelor’s degree
- 5+ years with a focus on social media
- 7+ years experience working in digital/software marketing, digital production, marketing technology, or marketing operations related functions
- Pharma experience or experience in a highly regulated industry is a plus
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