Job Summary
The Housing and Ancillary Services (H&A) team manages over 5,000 student beds in 18 residence buildings, as well as Community Housing, our off-campus rental apartment and housing properties, three dining halls, numerous retail foodservice locations on campus, the Donald Gordon Hotel and Conference Centre, University Club and Event Services. Residence buildings also provide temporary accommodations for the summer conference, events and tourism markets. Revenue and services from these units support vital student life programs and contribute to the University's learning environment.
Reporting to the Executive Director, Housing and Ancillary Services, the Associate Director, Communications serves as a member of the Housing and Ancillary Services Executive Team, responsible for the development, coordination, facilitation and implementation of Housing and Ancillary Services’ communication and marketing programs. The Associate Director oversees 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 Associate Director oversees the development and dissemination of messaging to a wide range of audiences, including prospective and current students, campus community members, guests, visitors and business partners which needs to resonate and connect with each audience effectively. The Associate Director leads a team of Communication and Marketing Coordinators to achieve departmental goals and works closely with colleagues in Student Affairs and University Relations. This position performs market research, reviews analytics, and creates strategic plans to address changes and opportunities. Advanced knowledge of, and experience writing for various audiences and formats with high competence in editing and proofreading is required.
Note: The schedule for this position requires the incumbent to work occasional evenings and weekends. This is an in-person position located in Kingston.
Job Description
KEY RESPONSIBILITIES:
- Promote a culture of inclusivity that embodies Housing and Ancillary Services’ values, with a commitment to the university’s Indigenization, Equity, Diversity, Inclusion, Anti-Racism and Accessibility(I-EDIAA) initiatives designed to foster an inclusive, supportive, and welcoming environment for individuals with diverse backgrounds and identities.
- Lead the strategic planning and oversee the operational delivery of communication and marketing efforts for Housing and Ancillary Services.
- Lead all communication and issues management activities related to Housing and Ancillary Services.
- Working with the Housing and Ancillary Service’s Executive and Senior Leadership teams, provide expert advice in order to develop and implement communication and marketing strategies (in-person, print, digital) to meet revenue goals and enhance the university’s brand and image to both internal and external stakeholder groups.
- In collaboration with the Housing and Ancillary Services’ Executive Team, identify success criteria and measurement tools for quarterly and annual reporting.
- Oversee the development of annual reports for the unit, Student Affairs and the university, as required.
- Provide strategic leadership in identifying, evaluating, and recommending emerging tools, technologies, and communications practices that enhance audience engagement, improve operational effectiveness, and support the evolving needs of various target audiences.
- Collaborate and coordinate with marketing and communications contacts in Student Affairs and the university to promote Housing and Ancillary Services priorities, direction, and messages across all platforms and initiatives.
- Develop and implement appropriate measurement criteria to evaluate the effectiveness of communications and marketing activities and business processes; monitor and report on results; recommend and implement strategies and tactics to improve results and ensure achievement of enrolment targets, reach and impact.
- Establish, cultivate, and maintain strategic partnerships with internal and external stakeholders, including Student Affairs units, University Relations, Brand Central, Kingston Tourism, and community organizations, to inform and advance communications strategies, support portfolio objectives, and enhance the reputation and growth of Housing & Ancillary Services.
- Provide strategic insight and leadership through a comprehensive understanding of evolving student needs, equity-deserving populations, and best practices in student development, ensuring communications, programs, and services remain relevant, accessible, and student-centered.
- Identify opportunities for continuous improvement; within scope, initiate and implement changes, referring only the most significant to the Executive Director, Housing and Ancillary Services.
- Provide strategic leadership and oversight for crisis, emergency, and incident response communications, partnering with University and Residence senior leadership to coordinate response efforts and mitigate risk. Ensure response protocols reflect current best practices, lead ongoing preparedness and training initiatives, and guide responding staff through complex situations with coaching, resources, and post-incident evaluation.
- Ensure familiarity with campus and community resources and how best to share them with relevant audiences.
- Represent Housing & Ancillary Services as required on committees and working groups within Student Affairs.
- 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 making decisions regarding disciplinary and discharge matters.
- Undertake other duties and special projects, as assigned.
REQUIRED QUALIFICATIONS:
- University Degree in business, marketing, communications or other applicable area of study required. Relevant graduate degree would be an asset.
- Minimum 10 years progressive experience, including 5 to 7 years in a senior level role.
- Demonstrated managerial experience and ability to coach professional and student staff to successful outcomes, preferably in a unionized environment.
- Student Affairs/post-secondary experience would be considered an asset.
- Demonstrated aptitude and experience working with people with diverse perspectives and backgrounds, upholding the principles of equity, inclusion and healthy communities.
- Evidence of successful communications across a wide range of mediums and across a wide variety of partners and audiences.
- Several years or demonstrated project management and strategic planning experience.
- Experience conducting evaluation and assessment; skills in strategic analysis.
- Demonstrated understanding of, and experience with, web design, user experience, and usability best practices.
- Demonstrated understanding of, and experience with, social media strategy and implementation.
- Demonstrated experience leading communications responses in crisis/emergency situations.
- Satisfactory Criminal Records Check and Vulnerable Sector Screening required.
- Consideration may be given to an equivalent combination of education and experience.
SPECIAL SKILLS:
- Managerial, advising, and leadership skills to promote a positive environment.
- Ability to work independently and collaboratively in a team environment.
- Ability to problem solve, exercise discretion and know when to escalate.
- Excellent oral and written communication skills for a wide range of audiences.
- Strong research, assessment, reporting, and analytical skills, with the ability to translate data and market insights into strategic action.
- Recognize and understand complex issues and their implications on image, reputation, and goals.
- Political acumen, tact, and sensitivity to recognize and deal with potential issues, internal and external.
- Excellent presentation and communications skills, including superior writing and editing abilities.
- Excellent interpersonal and consulting skills, with the ability to interact, collaborate, influence and negotiate effectively with individuals with diverse backgrounds and levels.
- Excellent project management skills with the ability to plan and coordinate multiple project/work initiatives effectively. Ability to deliver consistently high-quality solutions and results, according to required timelines.
- Strong problem-solving skills, ability to think creatively and use a non-prescriptive approach in marketing and communications initiatives.
- Excellent ability to meet all communications and marketing needs in a prioritized and strategic fashion, including the ability to adapt to change and demonstrate flexibility and initiative.
- Sound judgement, tact, and ability to maintain composure in stressful situations.
- Strong organizational and time management skills.
- High level of skill in assessing and resolving complex, multi-faceted situations.
- Commitment to diversity and inclusivity; intercultural knowledge and skill to effectively interact and provide leadership in a diverse working environment.
- Ability to recognize and handle confidential information in an appropriate manner.
DECISION MAKING:
- Daily operational decisions based on policies and procedures and aligned to strategic communication objectives.
- Determine when changes need to be made to policies and procedures and suggest amendments as appropriate.
- Determine strategy and methods for maintaining strong and positive working relationships, including identification and engagement of appropriate stakeholders and partners.
- Determine work priorities to meet competing demands on time.
- Assess the nature of questions or problems and determines the best approach to resolve, escalating only the most complex issues.
- Determine the most effective communications and marketing strategies and tactics to meet identified goals and targets.
- Determine how to protect and enhance the unit and university’s reputation and image in all marketing and digital communications initiatives.
- Promote consistency across Housing and Ancillary Services specifically and the university generally, aligned with the university’s priorities, brand character, messages, strategy, and overall communications plan.
- Determine procedures and practices across Housing and Ancillary Services for developing shared assets (photos, videos, etc.).
- Determine how to harmonize marketing and digital communications activities and initiatives across the division and in alignment with those of the university.
- Determine the financial costs of running successful marketing and digital communications programs, present the projected costs in the form of an annual budget request, and monitor approved expenditures.
- Prioritize own work and work of team members in accordance with evolving and/or competing priorities. Determine appropriate assignment of resources, evaluate progress, assist in solving problems.
- Determine best strategies to build the necessary internal and external relationships required for success in the role.
- Evaluate job candidates and make effective recommendations on suitable hires.
- Make decisions and/or effective recommendations regarding transfers and promotions.
- Evaluate employee performance and decide on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
- Assess investigation outcome of grievances and make effective recommendations on appropriate course of action or next steps on grievances.
- Make effective recommendations on level of discipline up to discharge and probationary termination.
