Manager - Social Media & Community Management, Gulf

About the Role
This role is vital in ensuring that the company engages confidently and credibly with audiences in the Gulf, specifically in the UAE, Kuwait, and Qatar, through social media channels. It integrates elements of Corporate & Government Affairs and Consumer engagement, focusing on delivering content that resonates with local audiences while ensuring compliance with relevant regulations. The position involves managing social media strategy, community engagement, patient safety, compliance issues, and digital campaigns to uphold the reputation of the company across key platforms.

Key Responsibilities

• Social Strategy and Content

  • Develop and implement the Gulf social media strategy and content calendar across LinkedIn, Facebook, Instagram, TikTok, and other relevant platforms, tailored to audience usage in each market.
  • Route corporate narrative, brand storytelling, and government-sensitive content to Corporate & Government Affairs for review prior to publication, and ensure compliance of product and disease-related content through Medical, Legal, and Regulatory channels.
  • Keep published and planned content current and consistent as strategies and market conditions evolve.
  • Monitor platform changes and emerging trends, providing recommendations on appropriate responses.

• Community Management and Social Care

  • Monitor and respond to conversations across the company Gulf’s social channels with clarity, empathy, and compliance, in both English and Arabic.
  • Track conversation metrics and detect trends related to brand perception and disease states.
  • Create and maintain response libraries (FAQs and reactive responses), and assist brand teams with proofreading ahead of Medical, Legal, and Regulatory submission.
  • Partner with Tech@the company for content updates and quality assurance in the social media CRM tool.
  • Direct product inquiries and medical information requests to the appropriate company channels.

• Patient Safety, Compliance and Quality

  • Monitor adverse events and product complaints on all channels and ensure timely reporting in line with regulations and company policy.
  • Uphold continuous compliance across all publishing and engagement activities, ensuring adherence to applicable regulatory frameworks.
  • Train agency and vendor partners on compliance requirements and conduct regular quality reviews of their outputs.
  • Develop and maintain operational support documentation such as FAQs and procedures.

• Digital Campaigns & Paid Media

  • Plan and execute web, email, SEO/SEM, paid media, and digital advertising campaigns in coordination with Corporate Affairs, Consumer Marketing, Brand Teams, and external agencies.
  • Manage and optimize the company Gulf’s digital and web presence, focusing on content governance, SEO, and discoverability across platforms, in alignment with global standards.

• Website Content Coordination

  • Coordinate content requests and oversee quality assurance across the company Gulf website, leading digital enhancements and improvements.

• Analytics and Audience Insights

  • Lead social listening to track brand sentiment and emerging trends, converting insights into actionable recommendations.
  • Visualize social performance data and maintain dashboards to inform future content and engagement strategies.
  • Provide explanations for performance changes and make recommendations to leadership and brand teams.
  • Share audience insights with the global Social Media Center of Excellence to inform broader practices.

• Reputation and Issues Management

  • Proactively identify negative feedback and issues to mitigate reputational risks in conjunction with Corporate Affairs, Medical, Legal, and other teams.
  • Apply escalation protocols efficiently for sensitive issues and support crisis communication efforts on social channels as necessary.
  • Stay informed of company risks, industry developments, and regional news, recommending timely engagement opportunities.

• Stakeholder and Partner Management

  • Act as the local lead for the global Social Media Center of Excellence and Tech@the company regarding tools and processes.
  • Liaise with brand teams for feedback and insights on social engagement with patients and consumers.
  • Conduct regular updates for brand teams sharing insights and community management recommendations.
  • Manage agency and vendor partner relationships, including performance assessments and budget management.
  • Serve as a subject matter expert on social media management tools, driving optimization and training for team members.
  • Share best practices with community managers across the company to ensure improved engagement consistency.

Qualifications

• Minimum

  • Bachelor’s degree in marketing, communications, digital media, business, or a related field.
  • 5+ years of experience in social media management, community management, or digital communications, preferably in a regulated or multinational environment.
  • Fluent in English (written and spoken).
  • Hands-on experience with social media management platforms, such as Sprinklr, Sprout Social, Hootsuite, or Khoros.
  • Proven ability to work with multiple stakeholders without direct authority over contributors.

• Preferred

  • Proficiency in Arabic (written and spoken) for community engagement across Gulf markets.
  • Experience in the pharmaceutical, healthcare, or another regulated industry, with familiarity in medical, legal, and regulatory review processes.
  • Knowledge of adverse events and product complaint reporting requirements.
  • Experience with managing agencies or third-party vendors.
  • Proficiency in MS Excel and/or Power BI.
  • Background in crisis communications, particularly within social media frameworks.

Skills and Competencies

• Customer-first mindset with empathy and resilience during stressful interactions.
• Excellent writing, editing, and proofreading skills, capable of engaging the audience effectively.
• Strong judgment and compliance-minded approach; confident in independent decision-making.
• Analytical skills to transform data into actionable insights and narratives.
• Able to prioritize effectively and manage multiple projects in a fast-paced environment.
• Collaborative team player adept at building trust across departments and with partners.
• Commitment to continuous improvement and alignment with diversity, equity, and inclusion goals.