Develops, plans, and implements a variety of comprehensive customer communication campaigns and strategies to promote District ridership and foster communication with BART customers. Oversees the development, planning and execution of advertising campaigns using a variety of media including print, radio, television and direct mail, including creative development, media planning and placement, ad production and use of pre- and post-evaluations to continually refine District advertising efforts. Develops, plans and implements employee communication campaigns to foster the understanding and sensitivity to various safety/security issues. Administers advertising franchise contracts that bring revenues to the District; ensures that payments are accurate; reviews ads, evaluates new proposals; communicates with other departments regarding changes and manages overall relationships with contractors. Identifies communication gaps and resource needs; develops and coordinates campaigns to communicate messages related to renovation projects, station access, ticket tips, new services and facilities, service quality, etc. Assists in developing website strategies and content for BARTable website and bart.gov co-sponsorship partner and marketing pages; coordinates the content, design, and production of marketing materials and collateral for specific co-marketing programs. Develops and recommends, within District policy, appropriate service, staffing and contracting levels for internet-based programs and other marketing technologies; monitors, evaluates and ensures that website performance is acceptable; and develops new web-based applications. Oversees the development or develops content and graphics for BART newsletters; writes copy, edits, proof-reads and manages print production. Oversees and plans digital communications, such as websites, email marketing, SMS/text messaging, and social media. Manages brochures, publications, and other collateral; ensures that brochures have a consistent look; writes copy, edits and proofreads and supervises graphics development and brochure production; develops printing specifications for brochures; obtains bids for brochure production and coordinates printing contracts. Oversees the production and maintenance of the District’s graphic manual and style guide for all in-house and passenger communications. Oversees and ensures the development and update of District map and schedule display-case signage; coordinates development and production of these items. Responds and interacts frequently with departmental and executive level managers to plan, execute and accomplish broad marketing campaigns and goals. Serves as lead to respond to marketing inquiries from business, government, and the general public; develops and implements joint marketing campaigns and proposals; coordinates joint marketing campaigns with existing District campaigns. Develops joint campaigns and co-sponsorships with destination locations and recreational venues to maintain and increase District ridership in off-peak hours; maintains records of trade values granted and received; manages relationship-marketing programs. Manages and monitors marketing program budgets; submits budget recommendations; monitors expenditures. Prepares and presents a variety of periodic and special reports to department and executive level managers. Represents the District in meetings with representatives of governmental agencies, professional business and community organizations and the public.

• Communications: Experience in managing customer communications programs, including creating written and visual content for digital/print mediums and using digital subscription communication platforms preferred; experience managing contact center activities and customer service programs helpful.
• Customer Experience: Experience driving customer engagement through social media campaigns, loyalty programs, improving customer touchpoints, using CRM tools, and creating processes to enhance effectiveness of those programs preferred.
• Marketing, Advertising, Promotions: Experience developing and executing marketing programs, advertising campaigns and promotions, planning events and outreach activities and promotional partnerships to support marketing and communication goals. Experience managing digital communications such as websites, e-mail marketing, SMS/text messaging, social media, etc., including campaign development, report creation, and data analysis.
• Public and Media Relations: Experience in media relations including creating press releases preferred, as well as planning media events. Experience in planning special events helpful.
• Administrative: Written and verbal communication and presentation skills to interact with others at all levels including members of the public via phone, email and in-person; e xperience with MS Office 365 and Adobe Acrobat software required; experience using Zoho One applications, such as Desk, CRM, and Analytics preferred; experience using social media scheduling/web publishing platforms, webinar, whiteboard, project management platforms desired; s ome travel throughout the service area and off-shift/weekend hours as necessary.