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Chief, Customer Experience Officer

Company: Metrolink
Location: Los Angeles
Posted on: September 25, 2022

Job Description:

PURPOSE OF POSITIONThe Chief, Customer Experience Officer will oversee the strategic planning, development, and implementation of the SCRRA's communication and marketing plans, campaigns, and activities to align with the Agency's vision and goals. This position will be responsible for bringing the Agency's message to the public, driving public awareness, and increasing ridership. Additionally, this position will provide oversight and leadership for SCRRA's Customer Experience Unit, which includes Customer Relations. TO APPLY: This is a continuous recruitment with the first review of applications beginning June 23, 2022. Interested applicants are encouraged to apply immediately.DISTINGUISHING CHARACTERISTICSThis job description is not part of a job series.SUPERVISION EXERCISED AND RECEIVEDReceives general oversight from the CEO and Board of Directors.This position is responsible for managing and monitoring work performance for a group of employees within a division or department.The duties listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.Oversee and monitor Agency communication initiatives, ensuring a consistent message is delivered to internal and external stakeholders including employees, the Board, member agencies, elected officials, and the public.Oversee and monitor SCRRA's Customer Experience division. Develop and implement a strategic marketing plan to guide all aspects of the agency's marketing and sales efforts, including the development of new products and services, to increase rider acquisition and revenue.Oversee, monitor, and adhere to assigned department's budgetary objectives, strategic goals, and planning schedules, which comply with agency-wide fiscal responsibility.Form partnerships with external organizations and agencies to expand the Authority's marketing reach through cooperative efforts, joint marketing programs and sponsorship opportunities.Review proposals and make recommendations to the CEO on the impact of various changes to the commuter rail service.Collaborate with the Executive Leadership Team (ELT), ensuring divisional and departmental activities align with Agency-wide goals and objectives.Formulate marketing budgets, oversee marketing expenditures and evaluate return-on-investment for marketing efforts.Monitor and evaluate staff to establish training needs within the department and ensure objectives and expectations are met.Present and participate in various cross-functional discussions with the executive leadership team, Board of Directors and all internal stakeholders, while maintaining strategic business partnerships with government agencies, professional associations, member agencies, industry leaders, and all external stakeholders.Collaborate with SCRRA management and departments, and various stakeholders for market research, media, external communications and government affairs to establish marketing goals consistent with SCRRA overall business objectives.Manage the marketing firms and their work under contract and provide strategic marketing direction.Conduct and organize regular department meetings to ensure communication of strategy and action plans.Remain knowledgeable of key industry trends, regulations, processes and internal resources, ensuring initiatives align with Agency strategic goals.Perform other related duties as assigned. Education and ExperienceBachelor's degree in Marketing, Business Administration or related field.A minimum of (10) years of progressive experience in marketing, advertising and sales is required; experience in Public sector or public transportation agency preferred.A minimum of (8) years of experience supervising, directing and leading management level staff in a marketing or communications department.A combination of training, education and or experience that provides the required knowledge, skills and abilities may be considered when determining minimum qualifications. Advanced relevant coursework may also substitute for a portion of required experience. A valid Class "C" California driver's license with a satisfactory driving record of no more than 3 moving violations and no DUI's within the last 3 years.Knowledge, Skills, and AbilitiesKnowledge of:SCRRA policies and proceduresLocal, state, and federal legislative process and funding sourcesBudgeting and financial constraintsImplementation and evaluation of strategy and product developmentSkilled in:Use of Microsoft Office products, including Word, Excel, Outlook, and PowerPointStrong and effective leadership, communication, time management and team buildingAnalytical research and strategic thinkingAbility to:Make formal presentations to large and small groups, the Board, Committees and the public Provide clear direction and policies to eliminate or reduce potential conflictsCreate a work environment to encourage excellence, to reward performance and to embrace changeCustomer ServiceDemand accountability and deliver difficult or complex communications.PHYSICAL REQUIREMENTSTransition between a stationary position at a desk or work location and move about Metrolink facilities or other work site locationsOperate tools to perform the duties of the position, such as computers, office equipment and work-related machineryTransport equipment or boxes up to 25lbsExchange ideas by means of communicationVisual acuity to detect, identify and observe employees or train movement and any barriers to movement when working on or near railroad tracks Hear and perceive the nature of sounds when working on or near railroad tracksBalance, ascend/descend, climb, kneel, stoop, bend, crouch or crawl within assigned working conditions and or locationsWorking ConditionsPosition requires work in a normal office environment with little exposure to excessive noise, dust, or temperature. Based on job duties, work may also be conducted in outdoor environments, at construction sites, railroad track and right-of-way environments, and warehouse environments, with possible exposure to individuals who are hostile or irate, moving mechanical parts, and loud noises (85+ decibels, such as trains, heavy trucks, construction, etc.).Selection Process: Following a review of resumes and/or applications, the most highly qualified candidates will be invited to continue in the selection process. Eligible applicants will be notified of the exact time and place of assessments and interview. Candidates will be interviewed to determine their relative knowledge, skills and ability in job related areas. Offers of employment may be contingent upon successful completion of a reference check, including degree verification and criminal records check provided through SCRRA. Internal Candidates: Employees with active discipline as defined in the HR Policy No. 5.3 Positive Discipline Program and/or with performance that does not meet the standard for "meets expectations" as defined in the Performance Planning and Appraisal Process may be precluded from consideration and placement in the position. In compliance with the Americans with Disabilities Act, the SCRRA will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. The SCRRA is an Equal Opportunity Employer. EEO/ADA

Keywords: Metrolink, Los Angeles , Chief, Customer Experience Officer, Executive , Los Angeles, California

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