Senior Manager, Customer Engagement Social Strategy and Operations

Responsibilities

• Partner with Portfolio Omnichannel Tumor & NPP leads to execute commercial social programs across tumor types and indications, supporting branded and DSE initiatives for HCP, patient and caregiver audiences.
• Translate approved brand objectives, audience insights and customer journeys into actionable social execution plans; recommend channels, content formats, paid and organic approaches and targeting in alignment with broader omnichannel priorities, and in partnership with media agencies.
• Own social profile builds, launches, updates and ongoing maintenance, including profile content, account credentials, access permissions, agency access and account transition or retirement processes.
• Maintain and update social playbooks and execution standards as platforms evolve, documenting capabilities, creative specifications, PRC guidance and operational workflows. Adapt established templates for new channels in partnership with Portfolio Omnichannel leads and review partners.
• Coordinate social-specific deliverables with creative (AOR) and media agencies, aligning briefs, timelines and quality expectations with brand marketing and Omnichannel leads. Partner on paid social builds, targeting, flighting and optimization; monitor pacing against approved media allocations and flag variances to budget owners. Coordinate organic publishing and profile activity with marketing and communications partners.
• Oversee social launch and ongoing QA, confirming creative rendering, links, tracking, profile functionality and alignment with PRC approvals; coordinating asset refreshes and retirement. Partner with Analytics & Insights team and media agencies to review agreed performance measures, support testing and recommend improvements to creative, targeting and customer journeys.
• Partner with Corporate Communications and Analytics & Insights to assess social listening use cases and support approved pilots or integration into Portfolio Omnichannel operations, sharing relevant audience and conversation insights with commercial teams.
• Prepare and maintain floor plans for social profiles and ad units for PRC submissions, documenting copy, imagery, disclosures, links and interactive elements. Maintain version control and alignment between approved materials and live executions
• Join PRC discussions on proposed social channels, platform changes, ad units and creative questions as needed. Gather platform and agency inputs, partner with Medical, Legal and Regulatory reviewers to resolve execution questions, and document decisions in practical channel guidance.
• Coordinate social moderation and escalation processes with Corporate Communications, PRC partners, applying approved responses and company procedures for monitoring and routing adverse events, product complaints and sensitive inquiries.

Requirements

• Bachelor’s degree required.
• 6–8 years of progressive marketing experience within the pharmaceutical or biotechnology industry, including oncology and substantial hands-on experience in social media execution and operations.
• Deep knowledge of paid and organic social media, profile management, audience targeting, creative formats and campaign operations across major platforms.
• Experience supporting branded and unbranded programs and adapting channel execution to HCP and patient audiences.
• Experience managing promotional review submissions and working with Medical, Legal and Regulatory partners to address social channel and creative questions in a regulated environment.
• Hands-on email execution experience, including campaign workbooks, UTM and link creation, test sends and pre-deployment QA.
• Experience coordinating creative and media agency deliverables, managing project timelines and executing multiple concurrent social campaigns or launches within approved plans and resources.
• Strong analytical judgment, attention to detail and ability to translate campaign results into practical recommendations.
• Clear communication, effective cross-functional collaboration and ability to influence stakeholders without direct authority in a growing organization.

Preferred

• MBA or relevant advanced degree.
• Experience launching targeted oncology therapies, Specialty Care or rare disease products and supporting multiple brands, indications or tumor types.
• Experience maintaining social playbooks, preparing annotated PRC floor plans and applying moderation processes and channel governance standards.
• Familiarity with social listening tools and translating audience insights into marketing recommendations.
• Experience with HCP and patient email programs, including headquarters-led email and rep-triggered email (RTE), marketing automation and modular content.
• Experience in a high-growth, recently commercialized environment.