King's College London

About Us

We have an exciting vacancy for the role of Faculty Student Content Manager, on a fixed term contract until September 2025, in the Student Content Management team at King’s College London.

The King’s community is dedicated to the service of society. King’s Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas: educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world. Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.

The Student Knowledge & Information department brings together colleagues who are focussed on helping students to get the information they need quickly and easily and also to engage with their programme and university life more broadly, through management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications. Our remit covers all King’s students, from enrolment to graduation.

The Student Communications & Content team deliver innovative, digital-led and student-focused communications and content to equip our students with everything they need to know outside the content of their programme to complete their studies successfully and get the most out of student life.

We are part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King’s students and their education. As a directorate we manage the student lifecycle from application to graduation and beyond, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.

About the role

The Faculty Student Content Manager acts as a key point of contact between Student Knowledge & Information and King’s faculties. They oversee delivery of innovative, digital-led and student-focused content to equip King’s students with the non-academic knowledge and information they need to complete their studies and get the most out of student life, supporting our faculty colleagues in communications, programme administration and student experience teams.

Contributing to development and directing implementation of the student content strategy, the Manager ensures quality and efficiency in planning, creation and maintenance of multi-channel content/communications supported by customer relationship management (CRM) and other software. This includes operational emails and newsletters, articles on the Student Services Online knowledge bank (supporting enquiry management), communications campaigns around particular aspects of the student lifecycle (e.g., welcome), external and internal webpages, social media, and mobile app functionalities. They lead on measuring effectiveness and identify and enact opportunities for continuous improvement.

Key responsibilities include:

• Work closely with faculty colleagues in the planning and delivery of specific pieces of content/communications work and broader campaigns or customer/student journeys, across multiple channels. Ensure faculty teams are kept up to date on relevant activity from across the Students & Education Directorate.
• Join up outputs from different teams in a single unified schedule for student lifecycle communications. Look for and act upon opportunities for collaboration and improved efficiencies.
• Contribute to the development of the student content strategy and direct its implementation in defined annual plans. Communicate the vision and impact of the strategy to faculty colleagues and ensure alignment across teams.
• Source, create, proof, edit and optimise output for web, app, email and other channels using Microsoft Dynamics and other relevant systems, ensuring high quality, full accessibility, maximised customer/student engagement and alignment with strategy.
• Lead monitoring, analysis and reporting on the performance and effectiveness of content through quantitative metrics and qualitative feedback; make evidenced recommendations for change, present these clearly to senior leadership and direct implementation in a continuous cycle of improvement.
• Work closely and build effective relationships with colleagues across the university (especially teams in faculties, for which we provide direct support and encourage greater cross-university consistency and collaboration) to ensure that our output is accurate, accessible, consistent, engaging, effective and compliant with legislation like GDPR. Act as our main point of contact for Corporate Communications on operational matters, to effectively manage any reputational risk.

This is an exciting opportunity for candidates looking to gain experience in content management for students, and who wish to utilise their skills and expertise in internal consultancy or business partnering between multiple teams. This is an opportunity to grow your skills in the planning, execution and review of content and communications campaigns.

We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.

This is a full time post (35 hours per week), and you will be offered a fixed term contract until 2 September 2025.

About You

To be successful in this role, we are looking for candidates to have the following skills and experience:

Essential criteria

1. Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in content management in higher education, or leading communications teams in large and complex organisations. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training.
2. Experience of leading the planning and delivery of effective multi-channel communications campaigns and workstreams for diverse audiences, in alignment with defined strategy.
3. Experience creating engaging content for different platforms and using customer relationship management (CRM) systems and/or content management systems (CMS) for delivery.
4. Experience of providing support, consultancy or business partnering to colleagues in other organisational units, and of collaborating well with a diverse range of internal and external stakeholders, showing diplomacy, tact and influencing skills
5. Experience proofing, editing and optimising content for varied channels.
6. Ability to analyse, interpret and report on complex quantitative and qualitative data, with strong presentation skills.
7. Ability to communicate with all students and staff with excellent written/verbal skills and attention to detail, capable of synthesising complex information in a way that is accessible for a variety of audiences.
8. Knowledge of and enthusiasm for higher education and improving the student experience.

Desirable criteria

1. Experience of planning and delivering automated customer email journeys in customer relationship management (CRM) software, ideally Microsoft Dynamics.
2. Experience of using Microsoft Dynamics as a content management system (CMS) and/or Contensis CMS.
3. Understanding of the diverse make-up of our student population, especially how the lived experience of students from underrepresented backgrounds is affected by structural inequality in higher education.

Full details of the role and the skills and experience required can be found in the attached job description which is provided on the next page. 

Further information

We pride ourselves on being inclusive and welcoming. We embrace diversity and want everyone to feel that they belong and are connected to others in our community.

We are committed to working with our staff and unions on these and other issues, to continue to support our people and to develop a diverse and inclusive culture at King's.

We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.

To find out how our managers review your application, please take a look at our ‘How we Recruit’ pages.

Interviews are due to be held on Thursday 19 September 2024