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Manager, Fan Experience and Digital Content

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Competition Number: J0421-0863
Position Title: Manager, Fan Experience and Digital Content
Employee Group: Support Staff
Job Category: Communications and Marketing
Department or Area: A&R Marketing & Communications
Location: Kingston, Ontario, Canada
Salary: $64,505.00/Year
Grade: 09
Hours per Week: 35
Job Type: Permanent (Continuing)
Shift: 7 Monday - Friday
Number Of Positions: 1
Date Posted: May 3, 2021
Closing Date: May 16, 2021

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Job Summary

Reporting to the Director, Business Development (Director) the Manager, Fan Experience and Digital Content is responsible for the development, direction and implementation of a comprehensive events and digital plan designed to enhance the mission, image and reputation of Queen’s University Athletics and Recreation (A&R) programs and events. This will be done by proactively developing and implementing strategies that serve to enhance the profile and awareness of the “Gaels” brand locally, provincially and nationally, with the goal of increasing spectatorship and/or participation across the breadth of A&R programs.

The incumbent will also be responsible for event management, and overseeing all digital content marketing plans. The incumbent will work closely with the Manager, Partnerships and Communication. The position involves independent decision-making, responsibility and personal initiative.

The schedule for this position requires the incumbent to work flexible hours according to program area needs, including frequent evenings and weekends.

Job Description

• Work with the senior management team to initiate and cultivate relationships on campus, locally and nationally, within and outside sport, to enhance the profile and awareness of athletic and recreation programs and activities.
• Provide leadership to the Fan Experience and Digital Content team, providing the necessary strategic vision and direction in the areas of event delivery, webcasting, social media, website delivery, and "new media".
• Develop and execute an event and digital content plan that allows A&R to maximize fan attendance and engagement online and in our venues. Design and implement new fan engagement activities.
• Working closely with the Director, to bid and secure major sport (and/or entertainment) events to be staged at A&R venues.
• Establish and develop customer satisfaction criteria objectives, ensuring project delivery to customer requirements. Research and direct activities that allow A&R to better its consumer base and respond to changing trends in the sports and entertainment market.
• Participate in and contribute to meetings with regards to strategic planning, budgeting and human resources issues.
• Create a positive team environment working toward common goals and vision. Establish team and individual performance goals and regularly monitor progress toward such goals.
• 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 disciplinary matters. Make decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Promotes a culture of inclusion that embodies A&R values, with a commitment to the university’s equity, diversity, accessibility, and inclusion initiatives designed to foster an inclusive, supportive, and welcoming work environment for individuals with diverse backgrounds and identities.
• Other duties as assigned.

• University degree in a related field such as Business, Communication or Public Relations.
• Several years (5-10 minimum) of experience managing high level event delivery.
• Demonstrated experience in project management and social media and digital content.
• Considerations will be given to an equivalent combination of education and experience.
• Satisfactory Criminal Records Check and Vulnerable Sector Screening required.
• Familiarity and experience working in a fast-paced sport environment, in a similar role, is an asset.
• High degree of familiarity with sport and or recreation programs is necessary.
• Extensive experience with a variety of communication and social media platforms.
• Strong understanding of how sports and athletics impact the student experience and the role athletics and recreation have in healthy communities.
• Proven relationship building experience with demonstrated skills in organizing, motivating and working effectively with senior leadership.
• Experience in supervision and management in a unionized environment.

• Strong customer service orientation with a demonstrated passion for the university and its people.
• Advocates the core values of integrity, inclusivity, accountability, collaboration and service towards A&R.
• Demonstrates commitment to fostering a diverse and inclusive work environment where there is mutual respect and collaboration across all teams.
• Strong interpersonal and relationship building skills, creative and innovative-thinking and the ability to work in a team environment.
• Ability to ask the right questions to get a quick understanding of a program or initiative to develop rich communications/narratives.
• Advanced computer skills with proficiency in using a variety of system and social media platforms and the ability to adapt to new tools to support changes in trends.
• Proven ability to develop vision, content and execute at a high level.
• Advanced organizational and logistics experience displayed through project management.
• Ability to see beyond potential communication and project challenges and think creatively about solutions.
• Ability to stay focused and flexible in a fast-paced and at time, ambiguous environment with the ability to cope with multiple demands, manage competing priorities, meet multi-faceted deadlines and deal with confidential material on a regular basis with discretion.
• Ability to interact with people at all levels of the University with the highest professional standards of conduct and with acute sensitivity to the political and diverse environment.
• Excellent judgement and clear and precise communication skills; written, verbal listening and presentation, including a high degree of diplomacy and confidentiality.
• Is familiar with an applies best practices in diversity and inclusion practices, strategies, systems, policies, and is a role model for inclusive and culturally competent behaviour.
• Initiative and self-motivation; ability to foster a climate of inclusion, openness, and trust while participating on and leading teams; experience organizing and coordinating efforts with many stakeholders and multiple objectives.

• Provide advice and recommendations to the Director and senior management team.
• Develop alternatives or a range of solutions to a given problem, identifying potential risks and benefits to each and make a recommendation on the best course of action.
• Determine when decisions should be forwarded to Director and/or a senior management team member. Exercise appropriate discretion in dealing with highly sensitive situation and information.
• Recognize, analyze and solve problems across projects and in complex situations
• Identify critical relationships.
• Recognize when to escalate appropriate or specific situations to the next higher level of expertise.
• Apply guidelines and procedures that require some interpretation when dealing with exceptions.
• Consider the risks and consequences of action and/or decisions.
• Assist with budget preparation activities; monitors budget lines, and determine when to raise more complex issues with Director.
• 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.
• Decide on work prioritization and time management.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Aboriginal Peoples, persons with disabilities, and persons of any sexual orientation or gender identity. In accordance with Canadian Immigration requirements, priority will be given to Canadian citizens and permanent residents.

The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at

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