Director of Marketing, Communications & Community Engagement

Reporting to the Managing Director of Harvard University Dining Services (HUDS), the Director of Marketing, Communications, and Community Engagement serves as a strategic member of the HUDS Senior Leadership Team and a trusted advisor to the Managing Director on marketing, communications, brand strategy, stakeholder engagement, and customer experience. The Director provides leadership for the development and execution of integrated marketing, communications, and community engagement strategies that strengthen the HUDS brand, enhance the customer experience, build meaningful partnerships across the University, and advance the mission, reputation, and strategic priorities of HUDS.

The HUDS enterprise encompasses the Residential Program and Dining, Professional Schools, Catering, and Events. The department supports over 6,500 undergraduate students and residential staff, 9 professional schools, and executes over 4,000 catering and special events annually. The Director will ensure open, effective communication between internal and external customers while championing brand-aligned marketing, community-focused initiatives, and departmental program development. This position will manage a HUDS graphic designer and student coordinator. 

Job-Specific Responsibilities

Student, Community Engagement & Customer Experience

• Lead HUDS' student engagement strategy by designing programs that connect the Harvard community to hospitality, dining, and campus life. 

• Oversee the Student Coordinator and facilitate Student Committee meetings, surveys, focus groups, and other feedback mechanisms.

• Build strong partnerships across Harvard, serving as the primary liaison to Harvard Public Affairs and Communications and communications leaders throughout Harvard University and the Professional Schools.

• Partner with operational leadership to communicate customer service initiatives, promote service excellence, develop customer-facing communications, and support recognition programs.

• Lead internal communications for departmental meetings, leadership updates, newsletters, onboarding materials, and major organizational initiatives. 

• Support communications related to student employment, engagement initiatives, and departmental events.

• Partner with culinary and sustainability teams to tell the HUDS food story by promoting seasonal menus, wellness initiatives, local sourcing, sustainability efforts, and special events through engaging campaigns and storytelling.

Marketing, Digital & Consumer Technology

• Lead comprehensive marketing and merchandising strategies across residential dining, retail, catering, and events. 

• Develop and oversee marketing, merchandising, presentation, and brand standards across HUDS dining operations. Evaluate customer-facing communications, signage, and visual merchandising to ensure consistency, accuracy, and alignment with the HUDS brand and customer experience goals

• Direct HUDS' digital communications strategy, including web, social media, digital signage, and customer-facing communications.

• Lead the communication strategy supporting consumer-facing technology initiatives, including online ordering, mobile ordering, catering systems, and other digital tools. 

• Partner with operational and technology teams to develop and execute communication strategies that support the successful rollout, adoption, and understanding of operational and technology initiatives

Market Research & Strategic Planning

• Lead market research initiatives to monitor trends and best practices in hospitality, dining, communications, and higher education. 

• Analyze customer insights, market research, industry trends, and operational performance metrics to identify opportunities and develop strategic recommendations for HUDS leadership.

• Leverage customer insights and industry trends to identify opportunities for innovative programs and services. 

• Partner with Residential Dining, Culinary, Retail, and Catering leadership to support the development, promotion, and successful communication of new initiatives.

Communications & Brand Management

• Direct all internal and external communication strategies for HUDS, including leadership communications, newsletters, media relations, and public messaging.

• Serve as the steward of the HUDS brand, establishing and maintaining brand standards across all customer touchpoints while ensuring consistency with Harvard University's visual identity and communications guidelines.

• Lead the development and execution of crisis and emergency communication plans in partnership with University communications partners and senior leadership, ensuring timely, accurate, and consistent messaging during operational disruptions and emergency situations.

Physical Requirements:

• Standard office environment. May require periods of standing during special events, farmers' markets, and campus tours, as well as the ability to carry light marketing materials or event supplies.