Digital Experience and Communications Manager

Position Overview

The World Trade Center (WTC) is a mixed-use campus with a rich and complex history, owned and operated by The Port Authority of New York and New Jersey. The WTC Department (WTCD) operates and maintains the public space and complex infrastructure at the campus. This pivotal role supports marketing and communication initiatives for one of the world's most iconic destinations. Reporting to the WTC Marketing and Communications Manager, the Manager will oversee digital content, email campaigns, social media strategy, and stakeholder communications, while managing customer service workflows using tools like Salesforce. A portfolio showcasing past social media campaigns, content creation, and digital marketing initiatives is required.

Key Responsibilities

• Marketing & Promotion
  • Support the planning and execution of integrated marketing campaigns to promote the WTC campus and its initiatives.
  • Assist in developing marketing collateral including copywriting, creative coordination, and content production for digital and traditional media channels.
  • Conduct market research and benchmarking to recommend enhancements to campaign strategies.
  • Participate in on-site events to capture real-time content and oversee interns in photography, video, and content development.
• Customer Communications & Social Media
  • Manage and respond to customer inquiries and public feedback across social media and digital platforms.
  • Develop and execute email and social media campaigns that drive engagement and promote brand visibility.
  • Maintain a detailed content calendar and track digital engagement using tools like Salesforce, Hootsuite, and Brandwatch.
  • Collaborate on website updates and content enhancements while ensuring adherence to brand guidelines.
• Data, Reporting, and Administrative Support
  • Track and analyze customer engagement, sentiment, and issue resolution metrics from digital channels.
  • Develop monthly and quarterly reports highlighting feedback trends, campaign performance, and actionable insights.
  • Assist with administrative tasks, including documentation maintenance to align with marketing workflows.

Required Qualifications

• Bachelor’s Degree in Marketing, Communications, Public Relations, or a related field.
• 3-5 years of experience in marketing, social media, communications, or related fields.
• At least 3 years of experience working in content development, social media, and/or customer service.
• Experience using Salesforce or similar CRM platforms for customer engagement and workflow tracking.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).
• Familiarity with social media management tools (Hootsuite, Brandwatch) and analytics platforms (Google Analytics, Adobe Analytics).
• Ability to work flexible hours, including weekends and evenings as required.
• Strong project management skills and meticulous attention to detail.

Preferred Qualifications

• Proficiency in email marketing platforms such as Salesforce Marketing Cloud, HubSpot, or Mailchimp.
• Knowledge of graphic design tools (Adobe Creative Suite: Photoshop, Illustrator, InDesign) for light design tasks.
• Experience working in the NY/NJ region or with large-scale public spaces/mixed-use campuses.
• Familiarity with CRM systems and data visualization tools like Tableau or PowerBI.
• Exceptional written and verbal communication skills, including digital content copywriting.
• Basic understanding of HTML/CSS for email and website content formatting.

Selection Process

The application process typically begins with an initial phone interview for qualified candidates, followed by more in-depth interview(s) and/or assessment(s). Candidates selected for a conditional offer will also undergo a background check.

Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive benefits package, including hybrid work options and a professional environment that supports development and recognizes achievement. Click here for more information about benefits, our culture, and career development opportunities.