Director, Social Engagement & Community Management

** Director, Social Engagement & Community Management*
* ** Responsibilities*
* The Cigna Group is building a modern social media and influencer marketing capability to strengthen trust, expand reach, and connect more authentically with patients, clients, and communities. Reporting to the Managing Director, Social Media & Influencer Marketing, the Director of Social Engagement & Community Management will lead the strategy, governance, and operational excellence of how The Cigna Group and its brands show up in conversation across every social channel.

This leader owns the enterprise community management model, sets the standards for engagement, moderation, and escalation, and is accountable for turning listening insight into brand action. As the internal champion for community, this Director secures executive sponsorship, aligns cross-functional stakeholders, and ensures the community program is measured and reported against enterprise business outcomes.

The Director will lead a team of community managers and moderators supporting The Cigna Group, Cigna Healthcare, Evernorth, and related brands. The role partners closely with Brand, Integrated Marketing, Corporate Communications, Public Affairs, Customer Care and Legal, Compliance to protect and elevate the enterprise brand in a highly regulated environment.

The successful candidate will be a strategic and operational leader who combines governance, measurement, and team leadership with a deep understanding of social engagement, social technology, online communities, customer care, and reputation management.

** Responsibilities*
* Strategy & Vision

· Develop, evolve, and own the enterprise community management and social engagement strategy aligned to brand, marketing, and business priorities.

· Build and maintain a multi-year engagement model and roadmap that identifies audiences, channels to drive discoverability and brand trust.

· Define the operating model for how community works seamlessly with brand storytelling, social influencer marketing, and social intelligence work together to deliver on Lead-to-One promise and amplify positive moments and cultural relevance.

· Establish annual and quarterly plans that support enterprise brand, business, and reputation goals.

Governance, Policy & Risk Management

· Own community engagement policies, response playbooks, brand voice guardrails, and escalation protocols, including issue and crisis response.

· Partner with Brand, Legal, Compliance, Public Affairs, and Communications to ensure engagement practices align with regulatory and enterprise standards.

· Establish moderation standards, service-level agreements (SLAs), and quality assurance frameworks across in-house teams and agency partners.

· Lead company-wide governance processes and best practices for community management and social care.

Team Leadership & People Management

· Lead, manage, coach, and inspire a team of community managers, care specialists, moderators, and analysts.

· Develop talent strategies including recruitment, onboarding, coaching, retention, and succession planning.

· Foster a high-performance culture rooted in collaboration, accountability, learning, and agility.

· Champion employee well-being and resilience given the always-on nature of social engagement.

Cross-Functional Partnership

· Serve as the primary liaison between the community program and enterprise stakeholders across the Business, Operations and Marketing and Communications, Legal, and Compliance.

· Partner with marketing and communications leaders to ensure community engagement supports broader business and reputation objectives.

· Communicate community strategies, priorities, progress, and outcomes across the organization.

· Advocate internally for the value of…