Job Description

Under the direct supervision of the Director of Engagement, the Engagement Coordinator will be responsible for supporting all Engagement programs and initiatives, including DEI, corporate social responsibility, talent engagement, and guest experience, in collaboration with the Director of Engagement.

The ideal candidate possesses energy and enthusiasm regarding people and culture and demonstrates competency and creativity, and the ability to move fast, think globally, navigate ambiguity, build solid relationships across multiple teams, and execute effectively.

Essential Duties and Responsibilities:

Guest Experience

• Support all customer and guest experience efforts with a focus on the proper techniques, training, service, and protocols required to ensure exemplary guest and customer satisfaction and ensure PCC quality standards.
• Assist in managing the collection, analysis, and dissemination of customer feedback through surveys, internal reporting, observation, and one-on-one engagement.
• Partner with the Director of Engagement in maintaining ongoing rapport with PCC customers, their associates, and service suppliers to make certain PCC standards are being implemented, their expectations are exceeded, and proper servicing levels are always applied.
• Assist in the coordination of the customer gift program.
• Works collaboratively with the PHLCVB on the Concierge Program
• Attend pre-cons, pre-planning meetings, and site visits as necessary.
• Support the oversight of the PCC’s accessibility offerings and spaces (i.e. Mamavas, adult companion care spaces, sensory room, and sensory support items)
• Support and assist in the development, promotion, and implementation of the PCC’s CSR programs (i.e. event donations. event related training)
• Other duties as assigned.

Talent Engagement

• Assist in developing, designing, and posting content for PCC internal messaging in collaboration with the Director of Engagement and the Director of Marketing and Communications.
• Develop and maintain an annual awareness and initiative calendar.
• Support the development, promotion, and implementation of all team outreach and volunteer activities, community engagement, and incentive and recognition programs.
• Work closely with the Director of Engagement on team training to include, but not limited to, Lunch and Learns, hospitality and DEIAB best practices to promote an inclusive culture and drive engagement.

• Other duties as assigned.

Diversity, Equity, Inclusion, Access, and Belonging

• Develop a general understanding of the overall strategy for the Center’s DEIAB program.
• Assist in coordinating activities on behalf of the Center at functions aimed at building MWDBE participation and partnership opportunities.
• Assist in compiling data, reports, and analyses to support success of DEIAB programs and training.
• In the absence of and/or in partnership with the Director of Engagement, attends and represents the Center at various DEIAB related outreach events.
• In the absence of and/or in partnership with the Director of Engagement, participates in the pre-bid and pre-proposal process,
• Support and assist in the development, promotion, and implementation of outreach programs, communications, campaigns, and events to maximize the number of qualified and certified MWDBE firms interested in participating in Center projects and procurement processes.
• Assist in the preparation and compilation of data, reports, and analyses to support the success of DEIAB programs and training.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor’s degree in business administration, Hospitality preferred, or equivalent education and work-related experience.
• Minimum of 3-5 years in a customer-facing role in DEIAB, hospitality management, or related field(s).

Skills and Abilities

• Excellent interpersonal, organizational, and communication skills (written and verbal)
• Passionate about people & culture
• Ability to build trusted relationships and bring energy and enthusiasm.
• Must be proactive, innovative, organized, and disciplined.
• Flexible and enthusiastic in implementing plans.
• Excellent time management skills
• Demonstrated ability to manage multiple projects/tasks at once and prioritize effectively.
• Demonstrated ability to solve complex challenges under pressure.
• Analytical and critical thinking ability
• Outcome-focused and self-motivated.
• Able to balance attention to detail with swift execution.
• Ability and willingness to work irregular schedules and hours in a fast-paced environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to move around the facility; to stand for long hours during events; talk and hear. This position may require work inside or outside of the building, as needed by events.

Specific vision abilities required by this job include close vision for review of programs and data reporting for long periods of time.

HOURS OF WORK AND TRAVEL REQUIREMENTS

Irregular hours, including nights, weekends and holidays and land and/or travel may be required.

Note

The essential responsibilities of this position are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.