Engagement and Experience Manager

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Engagement and Experience Manager

Job Profile Title

Marketing Coordinator B

Job Description Summary

The Division of Facilities and Real Estate Services (FRES) provides the expertise, business process, policies and standards required to plan, design, construct, operate, maintain and renew the physical assets of the University, excluding the health system. In addition, the Division, comprised of approximately five Departments, is responsible for the strategic planning, management and operation of non-academic University property, and collaborating with the neighborhood to create a safe, diverse and economically vibrant destination. With close to 12M square feet of space, FRES maintains 186 buildings on a campus of 276 acres, completes over 60,000 maintenance requests per year, and starts approximately 250 projects a year. FRES is comprised of the following Departments: Administration, Office of the University Architect, Design and Construction, Real Estate, Operations and Maintenance.
The University of Pennsylvania is implementing a campus transformation entitled Penn Connects (http://www.pennconnects.upenn.edu). This comprehensive, award winning effort is expanding the campus over the next 20 years, including the construction of new academic research and recreational facilities. In addition, the University has secured $300M in Century Bond funding and continues to upgrade existing facilities over the coming years. https://www.facilities.upenn.edu/

Job Description

Engagement & Experience Manager

Position Summary:

Pennovation Works (PW) is a 23-acre site, with a distinctive blend of offices, labs, and production space developed by The University of Pennsylvania to support innovators, entrepreneurs, and industry partners who are engaged in solving real-world problems and translating inventions into viable ventures. Since its founding about five years ago, Pennovation Works has grown into a vibrant community of innovators with over 70 private companies, 11 Penn research entities, several corporate collaborators, and a wide range of University-supported incubation programs. Pennovation Works is currently anchored by three buildings, including: the Inventor Office Building, the Pennovation Lab, and the Pennovation Center (a business incubator that provides wet/dry lab space and acts as the nucleus for collaboration and the exchange of ideas for innovators from all disciplines).

The Engagement & Experience Manager, Pennovation Works, is part of the Experience Management (XM) Team and reports to the Associate Director of Engagement & Experience, Pennovation Works. The Engagement & Experience Manager: 1) engages with and provides services and support to members/tenants, 2) manages operational activities, meetings, and events, and 3) in coordination with FRES Communication, supports marketing and communication efforts to grow and optimize Pennovation Works’ presence, position, and standing within the region’s entrepreneurship and innovation community.

Job Responsibilities/Duties :

Communication, Marketing, and Sales

• Assist the Associate Director of Engagement & Experience with sales/marketing initiatives, including showings, pipeline tracking, agreements, invoicing, and collections
• Manage data collection and database/CRM system

• Produce and disseminate internal weekly/monthly/periodic electronic newsletters, notices, and announcements to announce updates and market calendar events through various channels to Pennovation Center and Pennovation Works members
• Support external marketing and communications efforts in collaboration with Penn Communications; includes (but is not limited to) refreshing promotional collateral pieces using various graphic design software
• Ensure message boards, digital displays, and informational signage are up-to-date
• Capture and catalog content for use by marketing team (photos, videos, interviews, quotes)

• Collect and file media releases

• Monitor and route incoming emails that come through the general mailbox

Community Engagement

• Build the Pennovation Works community by assisting with the planning and production of a robust calendar of educational and social/networking events
• Manage and publish central calendars for all Pennovation Center/Works programs and events
• Setup and maintain the event registration system to capture registrant information
• Maintain and publish member and resource directories/databases
• Disseminate member satisfaction surveys/needs assessments and compile results
• Produce membership, engagement, and event reports with visual analytics

Center Operations & Resource Management

• Manage day-to-day operations of the Pennovation Center; includes providing support/customer service to members/tenants, welcoming Center/Works visitors and guests, responding to questions, maintaining a high degree of cleanliness throughout the space, and ensuring a sales-ready environment
• Facilitate member access to shared resources, amenities, and member/hospitality services to provide a top-rated member/customer experience – including but not limited to general reception, mail/package handling and delivery, meeting rooms, wifi, café, office and A/V equipment, etc.
• Monitor functionality of and resolve issues with office technology (printers, wifi, A/V, etc.)
• Initiate communication with property management contacts to ensure needs are being met
• Assist with purchasing/ordering, expense tracking, and program reporting

Meeting/Event Management

• Manage meeting/event set-up and logistics according to the event management plan
• Setup technology such as audiovisual, lighting, and live streaming
• Ensure decor and staging are acceptable
• Assist with hospitality such as food, beverage, utensils; confirm meeting refreshments and catering order and setup
• Provide on-site supervision and coverage during meetings/event
• Ensure that the space is cleaned before, during, and after each meeting/event

Perform additional duties as assigned

Qualifications:

• Bachelor’s Degree in business, marketing or related field
• 3-5 years previous experience in a similar role or an equivalent role in hospitality industry or office management
• Advanced experience in marketing, communications, graphic design, and social media platforms, as well as with CRM and invoicing systems
• Experience supporting business/entrepreneurial ecosystem with emphasis on customer service, marketing, operations, and membership engagement activities
• Strong writing, social, and communication skills and a high degree of professionalism
• Strong project management skills with acute attention to detail
• An ability to work in a fast-paced environment multi-task and meet tight deadlines
• An ability to work independently, be flexible, anticipate needs, and take initiative
• Be available to work on site at the Pennovation Center Monday through Friday; occasional weekends, early mornings, and evenings required (not a remote position)

*** For consideration, interested candidates should submit a resume and a cover letter expressing your interest in this position. ***

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Facilities and Real Estate Services

Pay Range

$43,919.00 - $65,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile. 

Affirmative Action Statement 
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements 
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

​

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay