Community Outreach Manager

Chapel Hill Transit is seeking an experienced and creative communications and marketing professional to be its next Community Outreach Manager. This is a leadership level position that develops internal and external messaging to promote Chapel Hill Transit/Town of Chapel Hill and is entrusted with creating and maintaining working relationships and ongoing communications with media outlets, partner agencies, state, local, and federal officials, and other key stakeholders in support of Transit and multimodal initiatives. The position will be an advocate for our customers and will ensure accurate and timely information is available across all of our communications platforms.

The preferred candidate will have experience in crafting messages to elected officials and stakeholders to educate them on the value, contributions, and impact of transit on their communities. This candidate will be a creative, strategic thinker, with the capacity to continue the expansion of Chapel Hill Transit’s communications, platforms, and delivery mechanisms. The Community Outreach Manager will be a highly organized project manager who develops a cohesive marketing strategy and proactively executes marketing campaigns to support those strategies. Knowledge of transit policy and operations is desirable, but not required. As the Community Outreach Manager, you will be responsible for:

• developing strategies to communicate Chapel Hill Transit’s  value,
• increasing awareness and utilization  of services and programs,
• developing  new communication and marketing programs that respond to community interests and organizational goals
• responding to questions and inquiries from customers and the general public.
• planning and executing community outreach events.
• Provide emergency communications regarding Transit  operations

Essential Functions

• Plans, organizes, and implements the design and content of marketing and communication materials including promotional programs, marketing campaigns e-news, press releases, and Transit branding for a wide variety of print and electronic platforms
• Distributes information and elicits input about Transit programs and services; develops, executes, and assesses promotional strategies to expand and promote awareness of the department and its services.
• Develops methods to increase customer engagement and satisfaction;
• Develops and maintains regular contact with the public and community groups
• Makes presentations to the public, private, and community groups regarding Transit’s services and special projects, including leading efforts to respond to media inquiries.
• Analyzes data to understand evolving community needs, interests, and aspirations
• employs a variety of measurements and assessment tools to ensure marketing efforts
• identifies nonusers and develops strategies to engage them with departmental services
• identifies underused services and develops methods to increase awareness and usage.
• Manages a variety of advanced professional/consultant activities to promote public transportation in coordination with funding Partners, regional partners Communications and Public Affairs, and other Town staff, including planning and coordinating events and projects.
• Works closely with the Transit Director and other departments in the development of proactive marketing and communications materials and the development of the Agency’s annual marketing and communications plan.
• Represents the Transit Director and/or Transit at public meetings, committees, and other functions.
• Coordinates closely with the Transit Director and other departments to support legislative and outreach efforts.
• Collaborates with other divisions to develop responsive services and programs;
• represents Transit on inter-department social media and web; trains staff in social media best practices; provides departmental and organizational leadership; contributes to the Transit leadership team
• Perform other duties as assigned.

Requires occasional weekend and evening hours and working during special events and inclement weather.   The Town offers flex and compensatory time.

Supervisory Responsibilities:
Work may require supervising and monitoring the performance of staff and interns.

Physical Demands:
The work requires intermittent standing and walking.

Work Environment
The work is typically performed while in an office setting

Minimum Qualifications

Knowledge of:

• Principles, practices, and methods of marketing and dissemination of public information
• Principles and practices of effective customer service
• Chapel Hill Transit services provided to the public
• Bus routes and services of both Chapel Hill Transit and Go Triangle
• DOT and ADA regulations related to bus operations
• Applicable state, federal and municipal laws
• Applicable Town policies and procedures
• Town of Chapel Hill and Services in the Community
• Microsoft Suites and applicable transit software

Ability to:

• Assist in the development of a culture committed to customer service.
• Create and maintain working relationships and ongoing communications with media outlets, partner agencies and state, local and federal officials, and other key stakeholders.
• Model behaviors that are consistent with our value of RESPECT
• Write and edit press releases, service alerts, and other public information
• Analyze data and use sound judgment to make recommendations
• Work independently on several objectives simultaneously
• Communicate effectively both orally and in writing
• Generate reports and manage data
• Manage time and prioritize tasks and deadlines
• Develop materials and make presentations
• Maintain accurate records
• Establish effective working relationships with employees and the public
• Promote a culture of workplace safety

Education:
Bachelor’s degree in business administration, marketing, or related field.

Experience:
Four years of experience in a customer service setting,  preferably in a Transit setting, with at least two years of supervision experience.

Certifications, Licenses, Registrations:
Must possess or be able to attain a state of North Carolina Driver’s License.
 

Supplemental Information

The position is driving essential and must conform to the Town’s Safe Driving and Accident Policy and procedures.