Manager - Social Media & Community Management, Gulf

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work, but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

About Lilly

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, with employees around the world working 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 put people first, and we are looking for people who are determined to make life better for people around the world.

Role Overview

Social media is where many people in the Gulf now look for health information, and where they form their view of the companies behind it. This role ensures that Lilly shows up credibly: with content that is relevant to UAE, Kuwait, and Qatar audiences, community engagement that is empathetic and fast, and a rigorous approach to patient safety and compliance.

The role sits at the intersection of Corporate & Government Affairs and Consumer. It owns the social channels day to day, working closely with the Corporate Communications Lead and Consumer Team.

Key Responsibilities

Social Strategy and Content

Develop and deliver the Gulf social media strategy and content calendar across LinkedIn, Facebook, Instagram and TikTok (and other platforms as relevant), tailored to how audiences in each market use each platform.

Route all corporate narrative, brand-story and government-sensitive content to Corporate & Government Affairs for mandatory review and sign-off prior to publication; route product and disease-related content through the Medical, Legal and Regulatory review process.

Ensures published and planned content current, complete and consistent as strategy, approvals and market conditions change.

Track platform changes and emerging trends and recommend how Lilly should respond.

Community Management and Social Care

Monitor, moderate and respond to conversations on Lilly Gulf channels, delivering social care that is clear, empathetic, conversational and compliant, in English and Arabic.

Tag conversations for metrics tracking and watch for trends around brands, disease states and Lilly’s reputation.

Build and maintain approved response libraries (FAQs and reactive responses), supporting brand teams to assemble and proofread them ahead of Medical, Legal and Regulatory submission.

Partner with Tech@Lilly to update content folders and perform a quality review once approved FAQs have been uploaded into the social media CRM tool, so that responses go live accurately and consistently.

Direct product enquiries and requests for medical information to the appropriate Lilly channel, such as Lilly Support Services and Medical.

Patient Safety, Compliance and Quality

Monitor adverse events and product complaints across all channels and report them within required timelines, in line with Lilly policy and local regulation.

Operate in a state of continuous compliance, ensuring all publishing and engagement meets Lilly policy and the health authority regulations and advertising rules that apply in each Gulf market.

Train agency and vendor partners on compliance requirements, perform regular quality reviews of their work, and identify and report non-compliance.

Develop and maintain operational support documents such as FAQs, procedures and job aids.

Digital Campaigns & Paid Media

Plan and deliver web, email, SEO/SEM, paid media and digital advertising campaigns, working closely with Corporate Affairs/Consumer Marketing/Brand Teams and external agencies on integrated campaigns.

Lead the management and continuous optimization of Lilly Gulf’s digital and web presence including website content governance, SEO and GEO. Drive digital discoverability, accessibility and content performance across traditional and AI powered search platforms, ensuring alignment with global digital standards, corporate communications priorities, and applicable pharmaceutical regulations.

Website Content Coordination

Coordinate content requests, publishing and quality assurance across the Lilly Gulf website in partnership with relevant teams, including leading website improvements, relaunches and digital enhancement projects.

Analytics and Audience Insights

Lead social listening and monitoring across relevant digital platforms to track brand sentiment, audience conversations, emerging trends, reputational risks and stakeholder perceptions, translating insights into actionable recommendations and regular performance reports to inform communications strategy, content optimization and proactive issues management.

Collect, organize and visualize social performance and social care data, and maintain dashboards that inform future content and engagement decisions.

Go beyond reporting to explain why performance is changing, and turn findings into clear recommendations for Consumer leadership, Corporate Affairs and brand teams.

Share UAE, Kuwait, and Qatar audience insights with the global Social Media Center of Excellence so that local learning informs wider practice.

Reputation and Issues Management

Identify negative feedback, emerging issues and reputational risks early, and work with Corporate Affairs, Medical, Legal and other teams to resolve them.

Maintain and apply escalation protocols so that sensitive issues reach the right people quickly, and support crisis communications on social channels when required.

Stay aware of company risks, industry developments and regional news, and recommend timely opportunities to engage.

Stakeholder and Partner Management

Serve as the local lead for the global Social Media Center of Excellence and Tech@Lilly on social tools, processes and platform access.

Act as the liaison between the social media function and assigned brand teams, providing feedback, insights and solutions for online engagement with patients and consumers.

Facilitate regular readouts for brand teams that share key themes and trends from social conversations, and proactively share community management recommendations, including new reactive responses.

Partner with Consumer, Corporate & Government Affairs, Medical, Legal and Regulatory to keep website and social content aligned and delivered on schedule.

Manage agency and vendor partners, including scope, performance and spend.

Become a subject matter expert on the social media management tool, supporting decisions on configuration, automation and AI, and coaching others in its use.

Share learnings with community managers across Lilly to keep the way we engage consistent and continuously improving.

Qualifications

Minimum

Bachelor’s degree in marketing, communications, digital media, business or a related field.

5+ years’ experience in social media management, community management or digital communications, ideally in a regulated or multinational environment.

Fluent English (written and spoken).

Hands-on experience with a social media management platform such as Sprinklr, Sprout Social, Hootsuite or Khoros.

Proven ability to work with stakeholders across multiple functions without direct authority over all contributors.

Preferred

Arabic (written and spoken), given community engagement across Gulf markets.

Experience in pharmaceutical, healthcare or another regulated industry, including working within medical, legal and regulatory review processes.

Familiarity with adverse events and product complaint reporting requirements.

Experience managing agencies or third-party vendors.

Proficiency in MS Excel and/or Power BI.

Experience in reputational issues or crisis communications particularly across social media channels.

Skills and Competencies

Customer-first mindset with empathy, and the ability to stay calm when people are stressed or upset.

Excellent writing, editing and proofreading skills in the languages of the role, with the ability to write clearly and engagingly for the intended audience.

Strong judgement and a compliance-minded approach; confident making decisions independently and escalating at the right moment.

Analytical ability to turn data into a story and a recommendation.

Ability to prioritize and manage multiple projects in a fast-paced, deadline-driven environment, and to think and act effectively under pressure.

Collaborative approach and the ability to build trusted relationships with colleagues at all levels across the Lilly matrix and with external partners.

Commitment to continuous improvement and to Lilly’s diversity, equity and inclusion goals.

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 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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