Job Details

Marcom and Customer Service Director Featured

  2020-04-22     Santa Cruz Metropolitan Transit District     110 Vernon St. Santa Cruz     $97,884.80 - $124,904.00 year  

        Salaries are on a six-step salary range schedule with 5% increases yearly           


Under the direction of the CEO/General Manager, the Marketing, Communications and Customer Service Director plans, organizes, directs, develops and coordinates business development, marketing activities, branding and rebranding, acts as Santa Cruz METRO's primary media spokesperson, creates press releases, develops and oversees community outreach events/projects, oversees the content of the Santa Cruz METRO web site and social media, oversees the customer service interfaces of the agency including fare media and fare media distribution, manages the customer complaint process and is responsible for timely and responsive responses, develops, analyzes and oversees all customer surveys, develops and oversees all aspects of the advertising program, both revenue generating and agency promotion, and develops annual business development and marketing plans that include ridership growth targets. Performs other related duties as assigned.


The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

  • Manages and conducts marketing studies, market analysis, cost/benefit analysis, customer surveys, and provides economic and financial feasibility analysis where applicable to identify new markets, business opportunities, and customer needs.
  • Identifies and contacts potential new and potential partner organizations and customer blocks in order to expand Santa Cruz METRO's ridership.
  • Tracks return on investment (ROI) on certain investments made to induce ridership growth.
  • Prepares technical and administrative reports, correspondence, written recommendations, and makes oral presentations to the Santa Cruz METRO Board of Directors, management, governmental officials, and other agencies and representatives.
  • Supervise the publishing of Headways, the quarterly bus schedules, in both English and Spanish.
  • Responds orally and in writing to inquiries and provides information regarding Santa Cruz METRO programs, marketing projects, fares, and other aspects of the organization.
  • Assumes the lead in web and print content and partners with the IT department to develop Santa Cruz METRO's web site and social media pages, including updates and expanding the content and appearance of the site. Ensures that all electronic correspondence complies with Americans with Disabilities requirements.
  • Develops, coordinates, implements and grows Santa Cruz METRO's advertisement and marketing programs for revenue generation, to promote Santa Cruz METRO services, and to build ridership.
  • Serves as Santa Cruz METRO's lead spokesperson (PIO) and media contact (Public Relations) for information relating to Santa Cruz METRO and collaborates with and shares responsibility for media contact with the Manager of Safety, Security and Risk during security or crisis events.
  • Works in conjunction with Santa Cruz METRO's planning department to develop public outreach for route changes, short range transportation plan, grant activities, and other events and functions in which Santa Cruz METRO should interface with the public and seek public input.
  • Develops tools and procedures to ensure Santa Cruz METRO creates and fosters an environment of transparency.
  • Oversees various public relations activities and functions designed to increase public awareness of, and promote the use of, public transportation using written materials, web, social media, and other forms of communication.
  • Responsible for the development of a Marketing Plan, its annual updates and annual marketing budget.
  • Responsible for developing a proposal for branding and re-branding the agency.
  • Responsible for developing and implementing an annual customer survey and presenting the results to the CEO/General Manager and the Board along with survey results trend analysis.
  • Develops Key Performance Indicators (KPI's), scorecards, dashboards, and other analysis tools that will assist the CEO/General Manager in his/her goals of measuring productivity, efficiencies and to set stretch goals.
  • Performs other duties as assigned.
  • Perform as a hand on "working" Manager.


Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education, Training and Experience:
Bachelor's degree from an accredited college in public relations, marketing, business, with an emphasis/minor in Marketing, or a closely related field.


Five (5) years professional experience the public or private sector working in marketing or communications, including two (2) years supervisory experience, preferably in a public agency. Familiarity with transit agency or transportation system activities and functions is highly desirable. Experience in a large public organization is preferred.

A valid Class C driver license and safe driving record is required at the time of application. A valid Class C State driver license is required at the time of appointment and must be maintained throughout employment.


  • Must be able to work extended hours as needed, often outside regular business hours as required by the CEO and the demands of the job.
  • Must maintain strictest confidentiality.
  • Must participate in professional development activities.
  • Requires occasional travel.

APPLICANT PROCESS: Applicants must complete and submit an official Santa Cruz METRO on-line application and any other required documents specified on the job announcement from our website, A separate application must be filed for each open position. Resumes will not be accepted and are recommended but may not be substituted for the required application. The standards and minimum requirements as stated on the front of this job announcement represent only the minimum required to file an application. Meeting the listed standards does not guarantee that a candidate will be invited for an examination or interview as the Human Resources Department reserves the right to limit the number of candidates to the most qualified for the position as determined by the Santa Cruz METRO staff. Certification of candidates from the Eligible List to the hiring department is made each time there is a vacancy. Santa Cruz METRO is an Equal Employment Opportunity/Affirmative Action Employer.

Santa Cruz METRO will make reasonable efforts in the examination process to accommodate persons with disabilities. Please advise Human Resources in advance of any special needs by calling 1-831-420-2542.

EMPLOYMENT / MEDICAL VERIFICATION: A medical examination paid by Santa Cruz METRO may be required of each prospective employee depending on position. The candidate's physical condition must be consistent with the requirements of the job duties to be performed. Candidates are cautioned that offers of employment are conditional and subject to the satisfactory completion of the medical examination where required, reference check, fingerprints, and other aspects of the employment process. Candidates offered employment are required to sign a loyalty oath to the State of California. Proof of American citizenship or authorization to work in the United States will be required.

The selection process may include one or more of the following: application review, application assessment, performance test, written test and/or oral interview examination.
The employment application, qualifying information questions and/or supplemental questions will be evaluated based on the employment standards and minimum qualifications listed above.

NOTE: All statements made on the application are subject to verification and investigation. False statements will be cause for disqualification, removal from the Eligible List, and/or discharge from employment.


Receives general direction from the CEO/General Manager. Exercises general direction and initiative over customer service and marketing communications. The Marketing, Communications, and Customer Service Director serves as the Department Head and is responsible for all department functions.



LONGEVITY PAY:     5% after ten years and 10% after fifteen years.


LEAVE:                       Ten (10) days each year.

ANNUAL LEAVE:       11-24 days based on years of service. 

HOLIDAYS:                Eight (8) Santa Cruz METRO paid holidays.  Eleven (11) floating holidays.

SICK LEAVE:             Twelve (12) days per year. 

INSURANCE:             Medical, dental and vision insurance plans for employees and dependent(s).  $50,000 life and accidental death & dismemberment insurance and long term disability insurance.

RETIREMENT:           Enrollment in the California Public Employees’ Retirement System.  Eligible to retire with family medical coverage after a minimum of five years service and retirement age.

If your immediate employer is part of CalPERS and you are a classic member, your CalPERS formula will be 2.5% at 55. If you are new to CalPERS or there is a gap in employment over 6 months, you will be considered a PEPRA employee with a pension formula of 2% at 62.

Do not contact this company in solicitation of any product or service.

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