Director, Communications and Engagement

About Drexel

Drexel is one of Philadelphia's top 10 private employers, a comprehensive global research university and a major engine for economic development in the region. With over 24,000 students, Drexel is one of America's 15 largest private universities. Drexel has committed to being the nation’s most civically engaged university, with community partnerships integrated into every aspect of service and academics.

Job Summary

The Director, Communications and Engagement position ensures consistent experience(s) across Drexel Business Services’ departments. This position will provide revenue growth and marketing recommendations and serve as the primary department point of contact for Drexel University Communications and Drexel Communications & Marketing. The director also assists with special projects, including project and stakeholder management, as assigned by the associate vice president. This highly collaborative support position requires the ability to work with DBS team leaders, various Drexel departments, and third-party vendors to identify opportunities to improve the customer experience and support the team through project planning and implementation.

The Director, Communications and Engagement position is a leadership position on the Drexel Business Services team. It supports the Associate Vice President, Drexel Business Services, on key initiatives as assigned.

Drexel Business Services includes:

• Residential and conference housing
• Campus dining and catering
• Retail management (including bookstores, vending, and merchant programs)
• DragonCard services
• On-campus parking services

Essential Functions

• Assist DBS leaders with planning and implementing community engagement initiatives for internal (University Community) and external (local retailers, student families, etc.) audiences. Provide program planning support for retail and auxiliary services. Assist with special projects to improve the customer experience and support the team through project planning and implementation.
• Oversee contracted partners’ marketing and communications activity to ensure they are developing and implementing strategies to promote revenue generation. Point of contact for internal marketing and communications departments (e.g., University Communications, Communications & Marketing, etc.).
• Build intentional marketing partnerships across campus and research and implement industry best practices. Oversee the coordination of marketing initiatives, including print and digital (social and web) collateral development. Oversee management of the DBS website and outbound communications. Oversee “in the media” summaries to keep the team informed of industry and trends. Escalate public comments to appropriate DBS leaders.
• Support customer service initiatives for DBS programs (e.g., food service, housing, retailer, etc.). In collaboration with DBS leaders, assist in the development of quality assurance and continuous improvement programs, including by not limited to call centers and campaigns, email management, and social media. Serve as a third-party witness to escalated customer service issues when requested.
• Develop and manage updates to communication templates to support common customer service responses (FAQs) and emergencies (interruption of service) for all DBS services. Ensure communication acknowledges service interruption, provides updates during interruption, and provides follow-up after the incident. Manage updates to the DBS communication style guide. Develop training resources and provide training, as it relates to template usage, as needed. Assist in the preparation of executive summaries and recommendations.
• Attend third-party vendor meetings as requested by DBS leaders to identify opportunities to improve customer experience and student satisfaction. Serve as a customer experience advocate and collaborate with internal and external stakeholders to create value, reduce costs, and improve efficiency.
• Represent the department on committees and initiatives, including but not limited to the preparation of, or presentation of, department information.
• Other duties as assigned.

Required Qualifications

• Master’s Degree
• 7+ years of relevant experience

Physical Demands

• Typically sitting at a desk/table

Location

University City- Philadelphia, PA

Additional Information

This position is classified as Exempt with a salary grade of M. For more information regarding Drexel’s Professional Staff salary structure, https://drexel.edu/hr/career/ducomp/salstructure/

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

Review of applicants will begin once a suitable candidate pool is identified.

Advertised:Jan 20 2022 Eastern Standard Time
Applications close:Feb 20 2022 Eastern Standard Time