Marketplace Manager-Cleveland State University Global

About Us

CSU Global is a partnership between the Cleveland State University (CSU) and Shorelight. The mission of the program is to immerse first-year international students (graduate and undergraduate) in the academic and cultural life of the university, help them integrate into campus life, and provide the support that increases their academic successes and likelihood of obtaining their degrees at CSU.

Job Overview

The Marketplace Manager (MM) promotes and manages all non-academic products and services offered through CSU Global, which includes but is not limited to student housing and accommodations, dining plans, insurance, affiliate vendor services, and living essentials catered to international students enrolled in International Accelerator Programs.  The MM designs and maintains complex, dynamic data systems that track and report all products and services offered, especially housing rosters, occupancy reports, and housing waivers, therefore strong data management skills are essential.   He/She/They owns the financial performance, marketing associated with the products, and the student satisfaction for Shorelight Marketplace. This role reports to the Managing Director and manages student workers who live in residential communities (Resident Assistants).

The Marketplace Manager is an energetic team player who takes initiative and has excellent oral and written communication skills.  Exceptional sales and customer service skills with proven negotiation abilities are critical.  He/She/They is a skilled problem solver who demonstrates tact, patience, and diplomacy, particularly with non-native English speakers.  The MM is organized, comfortable multitasking, adjusts quickly to shifting priorities, and has a strong attention to detail.

Essential Functions

Ancillary Services Management

• Lead pre-arrival process to ensure ancillary program assignments are prepared, including but not limited to booking and confirming arrival reservations, making housing assignments, and executing room set-up lists as well as managing

• Enroll students in program-managed housing, dining, insurance, and other ancillary products, maintaining accurate student records for each product

• Collaborate with Student Services Team in updating ancillary products, including activation and continuation of dining, insurance, and other services delivered to students

• Develop and manage a dynamic system to oversee regular housing inspection schedules and follow-up on remediation as necessary through third-party vendor networks

• Place students into housing locations, keeping accurate and up-to-date housing inventory to assist in forecasting exercises

• Oversee maintenance of accurate records for student addresses and phone numbers; generate forms and information to students in housing to facilitate move-in and move-out

• Liaise with the Student Services Team and Resident Assistants on the orientation/intake process, planning engagement activities at housing locations, resident verifications, room checks, and intervention

Facilities Management

• Oversee third-party property management services to assure execution of items escalated for remediation; conducting follow up as needed

• Direct and oversee cleaning services provided by local companies for accommodations cleaning and timely room turnover

• Lead the formulation and maintenance of housing policies and procedures, which may include eligibility, lease agreements, petitions, emergency or temporary housing, and riders to leases

• Develop an on-call rotation schedule for the duty phone that includes crisis management, student conflict, and housing work orders

• Manage the on-call duty phone rotation, including staff availability for nights, weekends, and peak periods

• Create and maintain a resident handbook that aligns with the university’s Code of Conduct

People Management

• Recruit, develop, and retain team members to ensure productivity and engagement
• Engage in talent management activities such as goal setting, performance evaluations, stay interviews, development planning, and ongoing feedback to develop team members and achieve organizational goals
• Provide coaching, counseling, and corrective action (when necessary) to team members
• Foster a culture that reflects Shorelight’s values

Minimum Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, or related field

• Demonstrated advanced knowledge of the Microsoft Office Suite, particularly Excel

• 3+ years’ experience with new product implementation and promotion for internal and external customers

• Eligibility to work in the United States without sponsorship

Preferred Qualifications

• Master’s degree in Business Administration, Higher Education Administration, Hospitality Management, or related field

• Experience working in Hospitality Operations Management or 3+ years’ experience working in a university-based international student pathway program or experience working in lease administration, portfolio management, or property management

• Experience working successfully with non-native speakers of English

• Experience working with Salesforce or other CRM software to produce reports and maintain accurate data

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required - Education, Criminal, Identity

CSU Global is an Equal Opportunity Employer.