Reporting to the Associate Director, Housing & Ancillary Services, the Manager, Communications is responsible for developing, implementing and measuring strategic internal and external marketing and communications initiatives for Housing & Ancillary Services. The Manager will work with and support communications leads across the department and provide regular planning and measurement reports to guide annual strategies, and collaborate across the university to ensure that marketing and communications tactics align with those of the Division of Student Affairs and Queen’s University Relations. The Manager is responsible for managing several strategic initiatives and tactics, including digital communications, website coordination, and printed materials, and will manage  external vendors as required to create marketing and communications products for various stakeholder groups.

The Housing and Ancillary Services team manages 4,600 student beds in 17 residence buildings, as well as off-campus housing properties, three dining halls, retail foodservice locations, the Donald Gordon Centre, a year-round conference facility and the Enrichment Studies Unit.  Residence buildings also provide temporary accommodations for the summer conference, events and tourism markets and Enrichment Studies connects students in grades 7 to 12 with challenging and inspiring academic experiences. Revenue and services from these units support vital student life programs and contribute to the University’s learning environment.

Note: The schedule for this position requires the incumbent to work occasional evenings and weekends.

KEY RESPONSIBILITIES:

• Develop, implement, maintain and measure internal and external communications strategies for Housing & Ancillary Services (H&A). Collaborate with other managers/colleagues and provide expertise for marketing and communications activities within H&A.
• In collaboration with the H&A Executive Team, identify success criteria and measurement tools for quarterly and annual reporting.
• Draft communications on behalf of the H&A Executive Group. This includes researching content, drafting and coordinating correspondence, reports, and statements.
• Provide expert advice to the H&A Executive Group on marketing related trends and issues, and make recommendations for action in line with best practices.
• Liaise with marketing and communications contacts across the division of student affairs and the university to promote H&A priorities, direction and messages across all platforms and initiatives.
• Source and manage marketing and digital communications consultants and service providers, as required, provide direction and guidance to individuals within the division who have a role in marketing and communications activities (e.g. unit representatives, newsletter editors, social media coordinators)
• Ensure that marketing and communications strategies and tactics align with those of the Division of Student Affairs and University Relations.
• Oversee the coordination with unit leads on the development of content for websites, and develop strategies and planning processes to ensure that content is accurate and maintained/updated in a timely way.
• Support unit leads with developing content for printed materials /presentations (e.g. flyers, infographics, postcards, posters, booklets, etc.) and coordinate design for materials with internal and external suppliers.
• Manage assessment activities, including analytics reporting, surveys, focus groups and other relevant measures.
• Develop FAQs and other support documents for H&A staff, as well as relevant Queen’s departments. Assist unit leads in responding appropriately to student/family queries and escalating when appropriate.
• Support videography and photography activities and work with stakeholders and internal/external suppliers to update materials and manage video/photo channels and inventory.
• Research and maintain awareness of evolving trends and best practices in communications, including regulatory compliance regarding accessibility, privacy and security.
• Provide strategic recommendations to adopt new tools or practices to meet the existing and evolving needs and behaviours of various target audiences.
• Provide support and recommendations for special projects and major events.
• Liaise regularly with DSA and other Queen’s departments to collaborate on activities and share information.
• Identify and respond to media opportunities/challenges and collaborate with DSA and Queen’s Communications to strategize and manage the creation of messaging.
• Foster a climate of inclusion, where diverse thoughts are freely shared and integrated to develop plans and solutions that are best suited to circumstances.
• Incorporate consideration of all classes, races, nationalities, cultures, disabilities and genders into communications strategies and activities.
• Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance, and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
• Manage performance by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assess staff training and development needs and ensure that employees receive training required to improve and sustain successful performance.
• Investigate, address and resolve employee/labour relations issues, including disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Other duties as assigned.

SPECIAL SKILLS:

• Creative and concise writing and editing skills
• Client service skills including diplomacy and tact in dealing with sensitive or confidential issues and a range of personalities, motives, and interests. Understand diverse client needs.
• Ability to work in a deadline-driven environment with multiple competing priorities and deadlines.
• Work independently with little supervision to anticipate and take action quickly to create opportunities or avoid future issues.
• Ability to deal with sensitive matters related to reputation issues.
• Ability to communicate complex information orally and in writing in an effective manner to ensure the messaging is accurate, conveyed, understood, and tailored to a vartiety of audiences.
• Demonstrate the ability to identify and understand issues, problems and opportunities, analyzing data and making recommendations for communication content.
• Superior verbal and written communication skills, with the ability to support and create content for appropriate responses to diverse target audiences (colleagues, students, families, etc.) with accurate and timely communications across various platforms
• Superior project management and organizational skills
• Strong analytical and problem- solving skills
• Demonstrated creativity for tactics development based on evidenced-based methods and tools
• Strong attention to detail and accuracy, with an understanding of the repercussions of errors on the reputation and credibility of Housing & Ancillary Services.
• Flexibility in adapting activities to align with other departments (e.g. DSA) and with sensitivity to overall Queen’s branding

DECISION MAKING:

• Determines the best methods for communicating with target audiences
• Decides when communications with target audiences calls for further action, such as verification or escalation
• Determines necessary and recommends appropriate content for various written, social and digital communications
• Determines methods for gathering and measuring feedback on marketing and communications activities, and reporting on effectiveness
• Makes recommendations regarding the use of external vendors to complete projects
• Make decisions regarding maintenance recommendations of websites and social media platforms, and uses research to determine best times for updating and posting
• Sets priorities to ensure deadlines are met and goals are achieved
• Determines how and when to effectively and appropriately engage and involve stakeholders
• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and promotions.
• Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
• Makes effective recommendations on level of discipline up to discharge and probationary termination.