Career Center

Associate Director of Communication and Customer Engagement

About the Opportunity

JOB SUMMARY

Under the supervision of the Director of Student Orientation and Family Programs, the Associate Director of Communication and Customer Engagement is responsible for managing external communications and providing an exceptional customer experience for new students and their families.

Manage marketing and communications initiatives, ensuring unified messaging and branding aligned with university standards. Develop and implement an integrated online marketing strategy, generating an engaging and responsive experience across channels, including email communications, website, networking platforms, mobile app, and social media. Design and manage the production of digital and print materials, including program schedules, presentations, signage, and promotional videos and materials. Develop content, edit, and proofread external communications, including the online orientation curriculum.

Engage, listen, and respond to new students and families, ensuring a superior customer experience and efficient delivery of service. Moderate and deliver presentations on transition topics to new students and their families.

Supervise Program/Communications Assistant and develop comprehensive customer service training for support staff, including in-person, email, phone, networking platform, and social media engagement. Develop relationships with key constituents and communicate with vice presidents, deans, students, families, senior staff, and their staffs.

Manage large-scale event logistics for signature programs including Orientation, Welcome Week, and Family & Friends Weekend. Coordinate catering, space reservations, set-ups, and event technology with internal and external vendors.

MINIMUM QUALIFICATIONS

Master's degree required in Marketing/Communications or a related field, and/or the desire to earn a graduate degree at Northeastern. The qualified candidate will possess a minimum of 5-10 years of progressively responsible experience managing external communications, customer relationships, and event logistics. Experience in higher education is preferred but not required.

Must be detail-oriented and possess the ability to skillfully prioritize and execute deliverables under tight deadlines. Must be creative with a demonstrated proficiency in communications technology, including WordPress, social media (Instagram, Twitter, Facebook, TikTok), Adobe Creative Suite (InDesign, Illustrator, Photoshop, Premiere Pro), Microsoft PowerPoint and Teams, or virtual meeting software.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Marketing/Communications

• Manage marketing and communications initiatives, ensuring unified messaging and branding aligned with university standards.
• Develop and implement an integrated online marketing strategy, generating an engaging and responsive experience across channels, including email communications, website, networking platforms, mobile app, and social media.
• Design and manage the production of digital and print materials, including program schedules, transition guides, presentations, signage, and promotional videos and materials.
• Develop content, edit, and proofread external communications, including the online orientation curriculum.

Customer Engagement

• Engage, listen, and respond to new students and families, ensuring a superior customer experience and efficient delivery of service.
• Moderate and deliver presentations on transition topics to new students and their families.
• Supervise Program/Communications Assistant and develop comprehensive customer service training for support staff, including in-person, email, phone, networking platform, and social media engagement.
• Develop relationships with key constituents and communicate with vice presidents, deans, students, families, senior staff, and their staffs.

Event Management

• Manage large-scale event logistics for signature programs including Orientation, Welcome Week, and Family & Friends Weekend.
• Coordinate catering, space reservations, set-ups, and event technology with internal and external vendors.

Position Type

Marketing and Communications

Additional Information

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.


To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Associate-Director-of-Communication-and-Customer-Engagement_R105818





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