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 community management and customer engagement.
Measurement, Insights & Reporting
• Own the enterprise community measurement framework, including engagement quality, sentiment, response performance, escalation volume, and community health.
• Translate social listening and community signals into actionable business insights and recommendations.
• Deliver executive-ready reporting, dashboards, and quarterly business reviews.
• Monitor competitor activity, industry trends, emerging platforms, and evolving community behaviors to inform strategy.
Budget, Vendor & Technology Management
• Manage community operations budgets, including staffing, tools, technology, and agency investments.
• Oversee the social engagement and community technology portfolio, including listening, moderation, engagement, and analytics platforms.
• Manage agency and vendor relationships to ensure performance, innovation, and return on investment.
• Evaluate emerging technologies and recommend future-state capabilities.
Ideal Candidates Will Offer
• Strategic leadership with the ability to develop long-term vision and translate strategy into execution.
• Deep expertise in social engagement, online communities, customer care, and reputation management.
• Strong operational discipline in governance, playbooks, service-level agreements, and quality assurance.
• Exceptional cross-functional collaboration and stakeholder management skills.
• Strong analytical and business acumen with the ability to connect community activity to business outcomes.
• Excellent written and verbal communication skills with executive presence.
• Demonstrated experience during crisis and issue-response situations.
• Strong team leadership, coaching, and talent development capabilities.
• Deep understanding of major social platforms driving discoverability for brands including Reddit, YouTube, LinkedIn, YouTube, and X.
Target Experience & Education
• Bachelor's degree in Marketing, Communications, Journalism, Public Relations, Business, or a related field.
• 7+ years of progressive experience in social media, community management, digital engagement, customer care, or related disciplines.
• 4+ years of direct people leadership experience.
• Demonstrated experience building and scaling community or engagement programs within large, complex organizations.
• Proven experience leading social issue management and crisis response.
• Experience developing governance frameworks, policies, and playbooks.
• Experience managing agencies, vendor relationships, and enterprise social technologies.
Additional Desired Experience
• Experience within healthcare, insurance, financial services, pharmaceutical, or other regulated industries.
• Familiarity with community measurement frameworks and social intelligence methodologies.
• Experience integrating social care and community management operating models.
• Experience establishing or scaling a Center of Excellence.
Location & Hours of Work
This is a hybrid position based in one of The Cigna Group's core U.S. office locations of Bloomfield, St. Louis or New York. Standard business hours apply, with flexibility required to support real-time engagement, high-visibility moments, crisis response, and occasional evening or weekend activity.
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.
For this position, we anticipate offering an annual salary of 147,300 - 245,400 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
