Consultant, Social Monitoring Communications & Reporting

Overview

What Digital Marketing & Ecommerce contributes to Cardinal Health

Marketing is responsible for assessing customer needs, market conditions and competition to inform business strategy. Marketing implements the strategy through developing, commercializing and monitoring the appropriate products and services.

Digital Marketing & Ecommerce is responsible for developing and driving digital marketing campaigns and strategies that meet and/or exceed business objectives and provide additional insight about our customers across all digital channels.

The at-Home Solutions Communications team plays a pivotal role in shaping brand reputation, storytelling, visibility, and the customer experience for both the business and the broader Enterprise. The team leads the development and execution of strategic external storytelling for at-Home Solutions, including brand reputation management, crisis communications, and internal and executive communications that advance key business initiatives and goals.

As part of the Corporate Enterprise Communications & Marketing organization, the team serves as a results-oriented, trusted partner to the at-Home Solutions business and its sub‑brands—driving business priorities through strategic owned and earned communications.

The Consultant, Social Monitoring Communications & Reporting reports to Director, Communications for at-Home Solutions and will lead social monitoring, response and reporting for at-Home Solutions’ direct-to-patient provider businesses, Advanced Diabetes Supply, US MED and Edgepark. In this role, the Consultant, Social Monitoring Communications & Reporting, will protect brand reputation and enhance customer experience through compassionate response programs on social channels and online review platforms, partnering with patient advocates, customer service, paid marketing and legal and privacy partners.

This role will lead the development of and management of reporting analytics, sentiment improvements and trends to key leaders within at-Home Solutions, driving optimization of social strategy and customer experience improvements.

• Leads daily monitoring and community management for home healthcare direct-to-patients brands under the at-Home Solutions business, a leading provider of medical supplies and parent company of Advanced Diabetes Supply, US MED and Edgepark
• Drafts real-time responses to public comments on social media channels and online review platforms; escalates public comments as needed to appropriate business partners including legal, privacy and customer service
• Partners directly with customer service and patient advocacy teams to resolve real-time patient concerns brought forth on social media or online review platforms
• Collaborates with Privacy and Legal partners to ensure compliance in all responses across social media and online review sites
• Leads the development and execution of ongoing, regular reporting for social media metrics and sentiment to key leadership
• Identifies trends in public commentary, engagement and reviews to optimize social content strategy and key business improvements, ultimately driving customer experience
• Partners with Marketing leaders to ensure connectivity across paid and owned channels
• Works with communications leadership on crisis and issues management related to social media response as needed
• Contributes to annual Communications strategy planning and performance reporting
• Establishes and cultivates long-term relationships with internal clients, demonstrating on-going value of digital marketing solutions and sharing new and enhanced capabilities with decision-makers
• Acts as a mentor to less-experience colleagues, providing insights from past project experiences and advanced knowledge of campaign tactics and metrics
• Informs business clients of best practices to help inform key investments in digital media tools and to make key adjustments to strategy and approach over time

• 4-8 years of experience, preferred
• Bachelor’s degree in Communications, Marketing, Social Media or Public Relations, strongly preferred
• Experience managing social media channels for a healthcare company,…