The Director of Client Relations in Brown's Office of University Communications (OUC) works at the center of the University's central marketing, design, and web teams to ensure the smooth delivery of strategic marketing communications projects. The Director of Client Relations oversees a team of project managers and collaborates directly with campus partners on marketing communications initiatives that sustain and build the University's global reputation.
Reporting to the Associate Vice President for Marketing and Communications, the Director of Client Relations oversees a high volume of marketing projects via a fee-for-service budget model, serves as account manager for a portfolio of campus partners and acts as lead project manager for complex, highly visible projects with multiple deliverables.
The Director leads the Client Relations team in identifying client needs, developing project milestones and timelines, managing multi-team workflows, tracking tasks and deliverables and generally stewarding projects from intake to invoice. The Director leverages OUC project management systems and communication tools to facilitate this work, ensuring that all marketing projects are delivered efficiently and effectively and issues are handled with tact and diplomacy.
The Director of Client Relations must develop a comprehensive knowledge of Brown and communicate in a professional manner with University stakeholders, audiences and partners at all levels and across disciplines. The Director is an enthusiastic problem-solver who possesses an understanding of the interdependencies among web and digital, editorial, social media, video, photography and print services, and has the ability to lead within an integrated team of more than 40 marketing and communications professionals via a digital-first approach.
The Director upholds the standard of excellence for client relations, responsiveness and communication, and best practices in project management. As supervisor and mentor to a team of project managers, the Director of Client Relations conducts performance evaluations, sets individual and team goals, and supports the professional development of staff. The Director maintains strong relationships within OUC, across campus, and with external vendors.
The Director of Client Relations oversees a high volume of marketing projects from intake to invoice as part of a hybrid budget model that includes fee-for-service projects and projects that are centrally funded by the University.
Supporting Actions: The Director of Client Relations oversees all project requests from intake to invoice, ensuring that cross-functional project teams are delivering work on time and on budget. The Director generates reports on volume and type of work throughout the year to inform decision-making about resource allocation and to help ensure that OUC meets the revenue target set by the University. The Director guides project managers to handle shifting priorities throughout project lifecycles and communicates regularly with key campus partners, and keeps the AVP for Marketing and Communications informed on project status, challenges, and opportunities.
The Director of Client Relations serves as account manager for a portfolio of campus partners and serves as lead project manager for complex, highly visible projects with multiple deliverables.
Supporting Actions: The Director of Client Relations maintains strong relationships with campus partners and directly manages a portfolio of project work for specific units such as the Office of the President and the Office of Admission. The Director of Client Relations also serves as lead project manager for complex projects with high visibility that require collaboration with senior-level stakeholders. The Director manages projects in alignment with Brown's policies and protocols relating to visual identity, image use, web hosting, accessibility and vendor hiring and aligns with established Brown University identity and messaging priorities.
The Director of Client Relations supervises a Client Relations team of multiple project managers and supports the professional development of staff.
Supporting Actions: The Director of Client Relations directly supervises and mentors a team of Client Relations staff, setting individual and team goals, guiding professional development plans and conducting performance evaluations. The Director establishes the standard of excellence in client relations toward the goal of delivering projects at high quality on time and on budget and creates a positive, professional working environment that delivers superior customer service via clear and frequent communication. The Director of Client Relations delegates projects according to the model of service established by the Office of University Communications.
The Director of Client Relations facilitates the use of project management systems and collaboration tools within the Office of University Communications.
Supporting Actions: The Director of Client Relations oversees task management systems and collaboration tools for more than 40 marketing and communications professionals in the Office of University Communications, ensuring that all projects are entered accurately with tasks assigned; kept up-to-date as projects evolve; and projects are closed and invoiced with time-tracking data. The Director of Client Relations assists in the development and deployment of client and project dashboards and reports, and makes recommendations about system improvement. The Director remains up-to-date on best practices in the field and pursues professional development opportunities to ensure that skills and proficiencies remain current.
Education and Experience
- Bachelor's degree required, minimum of 5 years of relevant experience in a client relations/project management role or an equivalent combination of education and experience
- 3+ years of experience supervising and mentoring a team
- Excellent management skills, including the ability to inspire staff members
- Strong verbal and written communication skills
- Positive, customer service-oriented team player
- Demonstrated ability and agility to master new concepts quickly
- Demonstrated proficiency with computer software such as Microsoft Office, Google Suite, Adobe Creative Suite and project management systems
- Demonstrated ability to support a community of diverse perspectives and cultures in an inclusive environment
- 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.
Please include a cover letter when submitting an application.
In order to achieve near-universal vaccination, Brown University is requiring all employees to receive the final dose of the COVID-19 vaccine by July 1, 2021. All newly hired staff at Brown University must receive the final dose of the COVID-19 vaccine before they begin work, unless they are approved for a medical or religious exemption. For more information, please visit University Human Resources.
Recruiting Start Date:2021-05-13-07:00
Job Posting Title:Director of Client Relations
Department:Office of University Communications
Time Type:Full time
Scheduled Weekly Hours:37.5
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.
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