Associate - Social Listening and Analytics
3 weeks ago
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.
Manager, Social Listening & Analytics
Position Overview
At Lilly, we know that delivering positive experiences for our customers – patients, caregivers, health care providers, and payers – is critical to making life better for people around the world. Lilly has created a Global Customer Office (GCO), an integrated, global capabilities organization focused on innovation readiness, content effectiveness and acceleration, removing friction for patients, insights and analytics, leveraging our corporate brand and global communications to support our objectives, and upskilling talent through training and development. With customer expectations evolving faster than ever and new medicines expected to launch in all of our therapeutic areas over the next several years, Lilly has a tremendous opportunity to get our medicines to more patients faster. The Global Customer Office aims to accelerate our reach and scale efforts to help 150 million by 2030.
Customers possess an increasingly digital mindset, and the majority expect real-time answers in their life. The need to engage in digital and social media channels to connect and communicate with consumers continues to grow and become more complex by the day. The Social Media Arena, in particular, is continuously evolving – demonstrated by new entrants in the marketplace, policy updates and user experience (UX) changes to existing platforms, shifts in user loyalty, new ways to use data, design and content creation … all to deliver remarkable and relevant experiences. Amid such a dynamic environment, Lilly recognizes the need to keep a continuous pulse on the social media landscape to ensure we best-in-class as we strive to meet the needs of today’s customers when and where they want to engage with us.
Building on recent Social Media Campaign launch successes, Lilly is reimagining and reinvigorating a Social Media Center of Excellence comprised of Social Care, Social Listening, Capabilities and Social Strategy. This team is charged with formalizing the build of valuable channel-specific marketing expertise, processes, innovation and knowledge-sharing. This will best enable the enterprise to interact with and learn from customers in Social Media as they make important healthcare decisions that impact their lives.
As a result, Lilly is staffing a Manager, Social Listening and Analytics who will be responsible for gaining a deeper understanding of our customers, uncovering valuable insights, and developing actionable recommendations to optimize social media performance for both U.S. and global brand teams. This role will be accountable for owning reporting and insights development across priority brands, refining key metrics and best practices, and presenting complex analytical reports to internal business teams in a compelling and digestible manner.
This position reports to the Director of Social Listening and Analytics.
Responsibilities:
Serve as the social listening subject matter expert, providing data-driven insights that meet business objectives.
This role will provide consultative social listening services and deliver strategic social insights to global brand and Medical Affairs teams. Responsibilities include strategic storytelling, project management, thought leadership and deep knowledge and use of social media analytic tools.
Analytical
Maintain and update queries, ensuring queries for social listening are pulling relevant information and filtering out spam. Synthesize insights from social media data and other digital data sets; creates meaningful insights and clear implications for action. Proactively integrate social listening analyses with other customer research and data insights to maximize value and minimize investment for Lilly.
Reporting & Measurement
Leverage social media listening tools and digital platforms to generate timely research and reporting on customer insights, competitive analysis, product insights and emerging trends. Deliver insights to Lilly product brand teams, Medical Affairs partners, and other internal stakeholders. Develop and refine established KPIs for social listening measurement. Consult for how to best use social listening to reflect brand sentiment, brand health, and overall brand affinity. Partner with the data and analytics team, social strategists, and media services to measure social channel performance, articulating the business' critical metrics and the impact of social media marketing and engagement. Collaborate with search and site teams to integrate social listening data into reporting and measurement strategies, enhancing insights for website performance and search optimization Work with Community Managers to understand how our audiences engage with owned content and its broader implications across the social media landscape. Ensure appropriate training, compliance and management of social listening AE/PC reporting and storage of PI across the social listening team and external suppliers.
Technology & Innovation
Research and report on social trends amongst industry and competitors as well as technology and viral social marketing opportunities. Monitor and apply findings for the ongoing development of global platforms on TikTok, Meta, YouTube, Instagram, and others. Provide the Global Customer Office and business with innovative approaches to social media, covering content, engagement, data and personalization.
Basic Qualifications
Five years of experience working in consumer marketing, analytics, advertising and/or consulting. Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position.
Additional Preferences
Must be collaborative in nature connecting across a highly matrixed organization with agility and respect for people (e.g. Brand, IT, Social agencies, Digital Agencies, Agencies of record, Media etc…). Creative thinker who can use data to drive storytelling recommendations tied to our target audiences Strong ability to identify and connect emerging trends to business objectives. Passion for the dynamic and evolving digital and social landscape. Strong communication skills (written and verbal) and ability to manage multiple projects at a time. Executive presence and ability to interact with speed and high quality. Proficient understanding of listening technology, including social enterprise management tools (Sprinklr, Spredfast, Meltwater) and deep social listening tools (Crimson Hexagon, NetBase / Quid, Brandwatch, etc.). Three to five (3-5) years of experience developing executive analytics dashboards. Demonstrated ability to work in a dynamic, rapidly changing environment Pharmaceutical or healthcare industry experience is a plus Multi-lingual is a plus Ability to respect and work effectively with diverse people Strong verbal and written communications skills with high attention to detail Strong problem-solving skills
Additional Information
Position Location: Remote
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.
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.
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