The Marketing Communications operation at Brown University is dedicated to providing value and expertise to campus units by delivering tailored solutions that align with unit goals and the institutionâ™s mission. Reporting to the Associate Vice President for Marketing and Communications, the Director of Client Relations oversees the Client Relations team within the Office of University Communications, with the goal of delivering high-quality, strategic marketing and communications projects and superior customer service to a wide range of constituents at Brown University. The Office of University Communications offers cohesive marketing strategies, visual identity and multi-platform visual design; web and digital communications strategy and front-end development; photography; video production; and print production; and mail services.
The Director of Client Relations serves as the primary coordinator for high-impact individual and multi-channel projects for academic and administrative units, ensuring that work is delivered efficiently and effectively and issues are handled with tact and diplomacy. The Director oversees the project management systems for the Office of University Communications, working closely with the AVP to maintain robust workflows for an integrated team of more than 40 marketing and communications professionals. The Client Relations Team manages workflows and relationships that involve identifying client needs, assigning projects to a collaborative team of content and design professionals, developing project schedules and milestones, and stewarding projects through production.
The Director of Client Relations position upholds the standard of excellence for client relations, responsiveness and communication, and best practices in project management. The Director also maintains strong relationships across campus and with external vendors.
Supervises a Client Relations team of three staff members and supports the professional development of staff.
Supervises Client Relations staff, establishing the standard of excellence in client relations toward the goal of delivering projects at high quality on time and on budget, where appropriate.
Creates a positive, professional working environment that delivers superior customer service via clear and frequent communication.
Delegates assignments according to the model of service established by the Office of University Communications.
Oversees the project management systems utilized by the Office of University Communications.
Supports the work of more than 40 marketing and communications professionals, leveraging MIS and Workfront project management systems to do so efficiently and effectively.
Utilizes robust cross-channel workflows and processes, ensuring that all projects are input into the system and project timelines and deliverables are kept up-to-date.
Assists in the development and distribution of project dashboards, and analyzes time spent across channels, by client, etc.
Serves as the primary coordinator for high-impact, multi-channel projects for enterprise clients.
Responsible for keeping the team on schedule and manages client expectations as timelines shift.
Ensures smooth review and approval processes throughout the lifecycle of the project and keeps the VP for Communications and the AVP for Marketing and Communications informed on project status, challenges, and opportunities.
Oversees the external preferred vendor program for Brown University
Cultivates ongoing relationships with preferred vendors, according to criteria set by the Office of University Communications.
Maintains the ongoing feedback mechanism necessary to ensure high-quality products and services from external vendors, and communicates the value of the program to campus constituents.
Provides the appropriate onboarding and training materials for vendors and serves as the primary liaison between the Office of University Communications and vendors.
Minimum 5 years of experience in a client relations/project management role in a fast-paced environment
Excellent management skills, including the ability to inspire staff members
Experience overseeing the production cycle of print publications
Experience guiding vendor-client relationships
Experience with project management software
Experience working in a creative environment
Superb verbal and written communication skills
Ability to manage multiple priorities in a fast-paced, high-volume environment
Demonstrated analytical skills and business acumen
Broad interest in and understanding of higher education issues
All offers of employment are contingent upon a criminal and education records check satisfactory to Brown.
Recruiting Start Date:
Job Posting Title:
Director of Client Relations
Office of University Communications
Scheduled Weekly Hours:
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.
Internal Number: REQ141830
About Brown University
Located in historic Providence, Rhode Island and founded in 1764, Brown University is the seventh-oldest college in the United States. Brown is an independent, coeducational Ivy League institution comprising undergraduate and graduate programs, plus the Alpert Medical School, School of Engineering, Executive Master of Healthcare Leadership and the IE Brown Executive MBA.