Associate Director Communications, Resident Admissions and Customer Service

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Hiring Unit:

Student Housing and Hospitality Services

• Position Summary:
• Under the direction of the Senior Director Student Housing and Hospitality Services (SHHS), the Associate Director Communications, Residence Admissions and Customer Service +p+romote and present a consistent and cohesive image of Student Housing and Hospitality Services (SHHS) within McGill University. Sis responsible for promoting and maintaining a consistent and cohesive image of SHHS within McGill University. The position leads the upport the Unit's and the University's overall mission related to marketing and communications. Ddevelopment and implementation of SHHS’s marketing, communications, residence admissions and customer service initiatives in alignment with the Unit’s and University’s mission and objectives. This includes communications services such as public relations, social media, translation, graphic design, audiovisual, photography, web and multimedia, marketing campaigns such as events, advertising, sales and promotional initiatives, and managing daily operations of residence admissions and customer services. The Associate Director oversees marketing efforts across SHHS operations, including self-operated locations and the main food service provider, and directs the development and production of print and promotional materials. services consistent with the University's mission and objectives, including news, public relations, social media, translation, graphic design, audiovisual, photography, web and multimedia. Organize marketing campaigns and events to maximize revenue streams of Student Housing and Food Services. Develop and manage advertising, sales and marketing techniques and practices. Administer and supervise all marketing efforts with SHHS, which includes all self-opt locations and main food service provider to maximize student engagement and generate revenues. Administer, analyze, supervise, manage and direct the activities related to all print material. Provide editorial, production, design, and advertising services of the highest quality to raise SHHS visibility to prospective students and maximize revenues. Keep up to date on new developments and trends in the fields of marketing, communication and nutrition education.

• Primary Responsibilities:
• Communication:

Develop and implement effective communication of information, policies, procedures, and position statements for SHHS using several channels, including social media, web and other electronic service delivery.

Oversee the management of 5 websites for SHHS and social media platforms.

Oversee and manage the production of visual communications and graphic design materials for all SHHS subunits, ensuring alignment with McGill’s visual identity standards and brand guidelines.

Create and implement marketing and communication plans for outreach events such as Open House, Campus Connect, move-in weekend. Collaborate with Enrollment Services, Student Services and other university partners to drive the recruitment of prospective resident students.

Review, edit and approve SHHS pre-arrival seminars and student-facing communications for incoming students, ensuring accuracy and consistency across all residences.

Collaborate with other campus partners such as the Welcome Center, Enrolment Services to review SHHS related information on Campus tours.

Oversee the development and implementation of marketing strategies related to residence admissions, oneCard and meal plan promotion, and the publicity of all food service activities/events (McGill a la Carte, Awards and achievements)

Collaborate with Student Life and Learning (SLL) and Communications and Institutional Relations (CIR) on media requests related to SHHS and supports the development of timely and appropriate media responses.

Participate in various committees. Member of the leadership team and participate in other various committees.

Collaborate with PIA or Student Services in the planning, implementation of surveys and producing reports when needed.

Manage marketing budget.

Event planning – Create McGill community-wide events such as the Fair-Trade Campus of the year celebration, Roddick Roast launch, using multiple McGill News vehicles and social media.

Residence Admissions:

Manage and oversee the daily operations of the residence admissions office. Oversee the Customer Service Office, which includes a team comprised of a Residence Admissions Supervisor and Customer Service Representatives, ensuring effective delivery of residence admissions and customer service operations

Manage admission and retention on two campuses to maintain maximum occupancy levels during the academic year.

Manage housing assignments for residence students and assists McGill students with off campus housing needs.

Work in close collaboration with Enrollment Services, supporting the University’s goal of attracting the best students to McGill and other goals in the University’s Strategic Enrolment Management Plan

Ensure compliance with relevant laws and University policies.

Continually work to improve the efficiency and accuracy of the admissions and assigning process.

Work with Finance to ensure PCI compliance, efficient processes, and policies are in place regarding charges, refunds, and billing.

Supervise the development and maintenance of a student residence admissions waiting list.

Develop and update departmental procedures, processes, and guidelines as necessary.

Customer Service:

Manage the SHHS Customer Relations Centre, ensuring that all services provided under SHHS (Food Services, Residences, Off Campus Housing) are effective and efficient. Collaborate with relevant stakeholders to implement solutions and improvements.

Manage and resolve high-level and sensitive complaints/issues or concerns related to housing and dining from resident students, parents, or alumni and those addressed to the senior director in a timely and professional manner.

Provide off campus housing information to all McGill students and assist them with finding suitable and affordable accommodation options.

CollaborateLiaise with other units in Student Life and Learning, such as Campus Life and Engagement, Student Wellness Hub, Office of the Dean of Students, Office for Students with Disabilities, etc., to ensure a coordinated and holistic approach to student support and success.

Network with other campus services and administrative units, external agencies and peer universities as needed, to share best practices, exchange information and collaborate on projects and initiatives related to student housing and hospitality.

Represent SHHS on various campus committees and work groups and provide input and feedback on policies, procedures and programs that affect SHHS operations and customers.

Projects:

Lead initiatives, such as implementing a centralized ticketing system for housing and food related complaints to enhance student experience, improve service delivery and enable improved monitoring. and

Lead the review and process mapping of residence admission practices at both campuses and the development of new Standard Operating Procedures (SOPs) to improve operational efficiencies.

Review and realign social media practices under SHHS that include MAC and our main food provider to ensure consistent brand representation throughout all channels. Increase our followership, engagement, and feedback from our communities.

Oversee and manage the creation of new McGill Student Housing YouTube videos as promotional material fo