What are the responsibilities and job description for the Communications Specialist II - Consumer Care & Social Media position at Sanofi?
Communications Specialist I – Consumer Care & Social Media
Sanofi's contingent workforce program, FLEXT Direct, is seeking a Communications Specialist I for a 12-month contract with possibility of extension.
Location: Fully Remote – U.S.
Contract: 12 months, with possibility of extension
Hours: Part-time, approximately 20-30 hours/week
Schedule: Standard business hours
Position Summary
The Communications Specialist I will support Gold Bond's consumer care and digital engagement efforts, serving as a key point of contact for consumers across social media, email, phone, online, and retailer channels.
This is a hands-on consumer care and social media role. The specialist will manage daily social moderation, monitor social listening channels, respond to consumer inquiries and reviews, analyze consumer feedback and metrics, and identify issues requiring escalation. The role works closely with Medical, Legal, Regulatory, Pharmacovigilance, Marketing, and external agency partners.
The ideal candidate has 3–5 years of experience in consumer care, customer service, community management, or a related field, with experience in healthcare, pharmaceutical, OTC, CPG, biotech, or another regulated environment strongly preferred.
Key Responsibilities
Manage and respond to consumer inquiries across email, phone, online, retailer, and social media channels within established response timelines.
Perform daily social media moderation across platforms such as Facebook, Instagram, X/Twitter, TikTok, and other relevant channels.
Use approved response matrices and brand guidelines to provide timely, accurate, empathetic, and compliant consumer responses.
Monitor social listening and brand monitoring channels to identify consumer sentiment, emerging trends, product feedback, and potential brand issues.
Monitor and respond to ratings and reviews on GoldBond.com, retailer websites, and third-party platforms.
Support ratings and reviews management through platforms such as Bazaarvoice.
Identify and appropriately escalate medical inquiries, adverse events (AEs), product complaints, safety concerns, and claims-related issues to the appropriate Medical, Pharmacovigilance, Legal, or Regulatory teams.
Collaborate with Medical, Legal, Regulatory, Pharmacovigilance, Marketing, and agency partners as needed.
Support consumer care readiness for new product launches, campaigns, and other brand initiatives.
Prepare reports and analyze consumer metrics, sentiment, inquiry trends, ratings/reviews, and social listening insights.
Provide consumer insights to the brand team to help inform marketing, product, and consumer engagement strategies.
Support agency partners and coordinate access to consumer care and social media platforms.
Required Qualifications
Bachelor's degree preferred in Communications, Marketing, Business Administration, or a related field; equivalent education and experience will be considered.
3–5 years of experience in consumer care, customer service, community management, or a related field.
Proven experience managing consumer inquiries across multiple channels.
Hands-on experience with social media management systems and/or ratings and reviews platforms.
Experience with platforms such as Sprout Social, Sprinklr, Khoros, Hootsuite, or Bazaarvoice.
Direct experience with Sprout Social and/or Bazaarvoice strongly preferred.
Experience with social listening and brand monitoring platforms such as Brandwatch, Talkwalker, Sprout Social Listening, or Sprinklr.
Experience working with enterprise customer service platforms such as Verint, Genesys, or Medallia.
Strong written and verbal communication skills.
Excellent attention to detail and ability to recognize sensitive medical, safety, adverse-event, product complaint, or regulatory-related content.
Strong organizational, analytical, and problem-solving skills.
Ability to work independently while collaborating effectively with cross-functional teams and agency partners.
Preferred Qualifications
Experience in pharmaceutical, biotechnology, consumer healthcare, or another regulated industry.
Knowledge of FDA regulations and pharmacovigilance requirements.
Experience with consumer-packaged goods (CPG) or over-the-counter (OTC) products.
Fluency in Spanish.
Experience working directly with Medical, Legal, Regulatory, or Pharmacovigilance teams.