Associate-Sr. Associate-Manager - Social Listening & Data Analytics

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.

Position Overview
 

Lilly has created a Customer Experience Hub by assembling a group of teams who are passionate about understanding and helping consumers to work together and meet their evolving needs within a complex healthcare ecosystem. The goal is to deliver remarkable, 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.
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 Lilly remains current and relevant as it strives 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 new Social Media Center of Excellence. 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 customers in Social Media as they make important healthcare decisions that impact their lives.
As a result, Lilly is staffing a Social Listening and Analytics role to uncover insights and develop actionable recommendations for how to optimize social media performance for U.S. 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 brand teams in a compelling and digestible manner.

This position reports to the Director of Social Listening Data 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 internal 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. 
• Synthesizes findings from social media sources; creates meaningful insights and clear implications for action.
• Proactively identify ways to incorporate social listening analyses with other customer research, data analysis, and other insight-gathering activities to minimize investment and maximize value to Lilly.

Reporting & Measurement

• Leverage social media listening tools to create timely research and reporting on customer insights, competitive analysis, product insights and emerging trends. 
• Deliver findings to 6+ Lilly product brands, Medical Affairs partners, and other internal stakeholders.
• Create 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 the overall performance of social channels, articulating the business' critical metrics and the impact of social media marketing and engagement.
• Collaborate with Community Managers to understand how our audiences engage with owned content and how that translates across the broader 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, Facebook, YouTube, Instagram, and others.
• Provide the Customer Experience Hub and business with new ways of thinking about all realms of social media, including content, engagement, data and personalization.

Basic Qualifications

• Five+ years of experience working in consumer marketing, analytics, advertising and/or consulting.
• 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 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
• Real passion for the dynamic, evolving nature of digital and social landscape.
• Effective strong communication skills (written and verbal) and ability to handle multiple projects at a time.
• Proficient understanding of listening technology, including social enterprise management tools (Sprinklr, Spredfast, Social Studio by Salesforce) and deep listening tools (Crimson Hexagon, NetBase, Brandwatch, etc.).
• Three to five (3-5) years of experience developing executive analytics dashboards.
• Proficiency with deep diving into data, including key business and social metrics.
• Demonstrated ability to work in a dynamic, rapidly changing environment
• Pharmaceutical or healthcare industry experience is a plus
• Multilingual is a plus, especially Spanish
• 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

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 proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

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

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.

#WeAreLilly