Head of Social Media

The job profile for this position is Digital Marketing Senior Director, which is a Band 5 Management Career Track Role.

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Global Head of Social Media

The Cigna Group is transforming its social media strategy to better engage and support customers, improve their experiences, strengthen enterprise reputation, and deepen digital engagement. The Global Head of Social Media will serve as the enterprise’s leader overseeing the owned, earned and shared social content strategy, governance and operations across The Cigna Group, Cigna Healthcare, Evernorth Health Services, and global sub‑brands.

This leader will architect and operationalize a modern, insight‑driven, highly coordinated social media ecosystem – advancing how we listen, engage, create, and protect the brand across all platforms. This role partners closely with Communications, Marketing, Operations, HR&S, Legal, and enterprise leadership to ensure our social channels elevate customer experience, reinforce our enterprise narrative and meet evolving stakeholder expectations.

Key Responsibilities

Enterprise Social Strategy & Leadership

• Develop and lead an enterprise-wide social media strategy anchored in clear pillars (reactive, proactive, predictive), aligned to enterprise reputation, business priorities, and audience expectations.
• Lead an integrated social function that supports customer engagement, corporate reputation, executive visibility, and enterprise storytelling.
• Deliver a multiyear modernization roadmap, including channel simplification, upgraded content capabilities, and a unified operational model.
• Advise senior leaders on platform strategy, reputational considerations, and digital engagement trends.
• Lead the evolution to a 24/7 customer engagement model, ensuring timely, empathetic, accurate responses that reinforce trust.
• Establish clear protocols for managing sensitive issues, escalating risk, and transitioning conversations to secure channels.
• Oversee cross-functional coordination with call centers, digital operations, member advocacy, and legal/risk teams during emerging or active issues.
• Drive a unified content strategy that is human-centric, visually compelling, and optimized for priority platforms (i.e., Meta, X, TikTok, YouTube, LinkedIn, Reddit) and emerging ones.
• Partner on creative development across paid, organic, and influencer avenues – ensuring content is consistent, relevant, and aligned to enterprise priorities.
• Build and manage a diverse influencer ecosystem inclusive of clinicians, thought leaders, community partners, and consumer creators.
• Deploy listening tools, social intelligence, and predictive analytics to identify trends, risks, and opportunities for the enterprise.
• Build actionable dashboards and insights that inform Communications, Marketing, Operations, and Enterprise Leadership.
• Drive continuous optimization of content and engagement strategies through data-driven experimentation.

Governance, Standards & Organizational Model

• Establish an enterprise governance framework defining roles, responsibilities, decision rights and content approval processes.
• Build a consistent, scalable operating model across business units, including standards for content, tone, platform use, and compliance.
• Partner with Marketing, Communications, Operations, Legal, and Compliance to ensure risk-appropriate, legally sound, and brand-aligned practices.

• Build and lead a multidisciplinary team spanning strategy, content, analytics, community management, and influencer programs.
• Manage an enterprise budget, ensuring efficient resource allocation across content creation, customer service, technology, and external partners.
• Select and manage agencies, creators, and technology partners to accelerate enterprise capabilities.

Qualifications

• 12 years leading social media, digital engagement, or communications for major brands, preferably in organizations with sophisticated and complex social functions.
• Demonstrated success building modern, high-performing social media teams and integrated operations.
• Expertise in social strategy, governance, content development, crisis management, customer response, influencer programs, and analytics.
• Experience managing multimillion-dollar budgets and complex cross-functional initiatives.
• Exceptional executive communication, strategic storytelling, and influence skills.
• Experience modernizing legacy social environments into integrated, insight-led operations.
• Proven ability to build clinical, thought leadership, and consumer influencer ecosystems.
• Global experience and fluency in international social platforms.
• Familiarity with NPS, customer insights, and brand reputation metrics.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.