Director of Marketing and Communications

JOB SUMMARY The Director of Marketing and Communications leads a team of subject matter experts, plans and spearheads effective marketing communications programs including digital storytelling to achieve KPIs in order to meet or exceed goals.   The Director of Marketing and Communications develops SMART goals and aligned strategies to increase the use of transit and achieve revenue goals, conducts research, enhances the image and reputation of MCTS, and provides for greater understanding of transit’s vital role in the county and region.   This position uses leadership skills to collaborate across the organization to develop reports and dashboards to communicate MCTS’s priorities to internal and external stakeholders. The Director of Marketing and Communications fosters technological improvements related to customer experience and understands how to collaborate with departments responsible for various technologies used throughout the organization.   Excellent writing ability is expected across a spectrum of content channels as well as the ability to lead executives through crisis messaging and responses.   Community outreach, securing sponsorships, working with advocacy groups, presenting to large groups, and serving as a spokesperson are some of the skills used in this position. The work will also include customer experience programming and government affairs as needed. Directs annual report development, quarterly and annual reports to management, content for fiscal sustainability messaging - including legislative meetings.   Performs monthly budgeting and forecasting, and annual budget development.    ORGANIZATIONAL STRUCTURE  The Director of Marketing and Communications reports to the Chief Customer Experience Officer and has three direct reports: the Communications Manager, Digital Experience Manager and Graphic Designer.   ESSENTIAL FUNCTIONS Serves as the MCTS brand champion and lead strategist. Guides the team and external creative partners to elevate MCTS to increase ridership across advertising, website, digital storytelling, social media, PR, internal communications channels, community outreach, sponsorships, events, and promotional materials. Develop plans and manage the annual marketing communications plan. Directs departmental and team SMART goals with assessed in annual performance reviews. Ensures compliance with government standards under the ADA and Title VI for Limited English Proficiency. Advises MCTS leaders and other internal stakeholders on communication messaging strategies and effective public information techniques to aid in accomplishing objectives. Coordinates external communications, including crisis responses, with the County Executive and Milwaukee County Department of Transportation. Guides communications with the media regarding MCTS positions, policies, and events; participates in interviews with media representatives often with limited time to prepare. Acts as company spokesperson as needed, making speeches and public appearances, and representing the company at press conferences. Fields and analyzes rider research to identify customer pain points and opportunities throughout the customer journey. Responsible for building, maintaining and balancing the Marketing Department budget. Supports the Business Services team to promote fare sales programs (business and university clients) and advertising programs with increased revenues annually. Builds internal relationships to serve departmental needs ensuring a cohesive approach to communicating company-wide initiatives and accomplishments. Collaborates with Finance and leads marketing programming to expand the WisGo fare collection system to transit agencies across Wisconsin. Continuously improves customer experience with the mobile app that provides riders with fare payment and Real-Time bus tracking and route planning. Collaborates with Service Development to understand how quarterly service changes are created to develop and lead robust marketing communications campaigns to inform passengers via digital channels and community meetings. Collaborates with IT to communicate internal priorities, understand the interconnection of available technologies in transit, and continuously improve the digital experience. Collaborates with HR, Transportation and Maintenance on workforce communications and recruitment advertising. Oversees staff that administers contracts for on-bus and shelter advertising. Provides oversight of consultants and service providers: advertising agencies, freelancers, printing partners, research firms, etc. Develops effective external relationships by representing Company on boards, committees, and special task forces as requested. Conducts annual team performance reviews, hires staff when needed, and sometimes serves on interview panels.   QUALIFICATIONS Bachelor’s degree in marketing, advertising, journalism, public relations or a related field required. M.B.A. or other advanced degree preferred. Ten (10) years of related professional experience required. Five (5) years of management experience required. Experience as a spokesperson or public information officer that successfully represented an organization in front of news media and with the public. Experience in project management techniques, including budgeting, scheduling, scoping, goal and KPI development, and quality control.  A track record of on-budget, on-time, and within scope project delivery.   KNOWLEDGE, SKILLS, ABILITIES AND OTHER ATTRIBUTES Knowledge of advertising, marketing, PR, internal communications, and issues management principles and best practices. Knowledge of current advertising and marketing trends. Knowledge of the political process at local, state and federal levels. Knowledge of customer experience best practices Skilled in computer operations, video editing software, presentation software and mobile applications Skilled writer and speaker with strong ability to communicate effectively, concisely, and logically. Skilled in problem solving and analytical thinking. Ability to develop and execute company strategies to attain outcomes for set goals. Ability to work collaboratively and maintain effective and appropriate working relationships. Ability to form an opinion about visual design elements, message content, and message delivery methodology, and build consensus for a preference.  Energetic, dynamic, and articulate.   PHYSICAL REQUIREMENTS AND ENVIRONMENTAL FACTORS: Work is frequently conducted in an office or similar indoor environment relatively free from unpleasant environmental conditions or hazards. Physical requirements are those described as sedentary work, which includes exerting ten (10) pounds of force occasionally, a negligible amount of force frequently and/or constantly having to lift, push, pull or otherwise move objects, including the human body.   DISCLAIMER STATEMENT: The above are general requirements that must be met for consideration.  They are not intended to be an exhaustive list of job qualifications or job duties. A physical exam and Pre-Placement Functional Test may be administered prior to job award, allowing applicants to demonstrate their ability to the minimum requirements for this position.   Milwaukee County Transit System is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age; protected veteran status, status as a qualified individual with a disability or any other characteristic protected by law.