Digital Experience and Communications Manager

About the Role

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 16-acre campus is a center for reflection, commuting, shopping, visiting, working, learning, and engaging; home to the Oculus/Transportation Hub along with dozens of retailers, Class-A commercial office towers, the 9/11 Memorial & Museum, Liberty Park, the Saint Nicholas National Shrine, and PAC NYC. The World Trade Center Department (WTCD) operates and maintains the public space and complex infrastructure at the campus, while working closely with our stakeholders, tenants, and business partners who run commercial and institutional portions of the campus.  WTCD’s mission is to operate and maintain this iconic multi-functional destination that provides a vital transportation and economic connection to keep the region moving.  We serve the public good through passion and integrity while honoring history and tradition, and we drive forward-momentum through connection and collaboration to create an innovative destination for everyone to enjoy.

This role plays a pivotal role in shaping the digital presence and driving the success of marketing and communication initiatives for one of the world's most iconic destinations, the World Trade Center (WTC). Reporting to the WTC Marketing and Communications Manager, this position is responsible for overseeing digital content, email campaigns, social media strategy, and stakeholder communications, while also managing customer service workflows through tools like Salesforce. The Manager will lead efforts to support events, creative campaigns, and integrated marketing strategies, ensuring all initiatives align with the strategic vision of the WTC Department and the Campus Experience and Strategy Program. Portfolio showcasing past social media campaigns, content creation, and digital marketing initiatives are required.

Responsibilities

 Marketing & Promotion

• Support the planning and execution of integrated marketing campaigns in collaboration with the Marketing Manager and key stakeholders to promote the WTC campus and its initiatives.
• Assist in the development of marketing collateral, including copywriting, creative coordination, and content production for both digital and traditional media channels.
• Conduct market research and benchmarking to identify trends and recommend enhancements to campaign strategies and promotional efforts.
• Participate in on-site events to capture real-time content and lead oversight of interns supporting photography, video, and content development aligned with the WTC’s digital strategy.

 Customer Communications & Social Media

• Manage and respond to customer inquiries and public feedback across social media and digital platforms, ensuring timely, brand-aligned communication, including operational alerts and emergency messaging.
• Develop and execute email and social media campaigns that drive engagement, promote brand visibility, and align with broader marketing goals; maintain a detailed content calendar to ensure timely execution.
• Track digital engagement, sentiment, and campaign performance using tools like Salesforce, Hootsuite, and Brandwatch; apply insights to improve content strategy, customer experience, and real-time/crisis communications.
• Collaborate on website updates and content enhancements while ensuring all messaging follows WTC brand guidelines and stays current with evolving digital trends and tools.

Data, Reporting, and Administrative Support

• Track and analyze customer engagement, sentiment, and issue resolution metrics from social media and feedback portals.
• Develop monthly and quarterly reports highlighting feedback trends, campaign performance, and actionable insights.
• Assist with administrative tasks including maintaining documentation and ensuring alignment with the overall marketing team's workflows and objectives.

Minimum Qualifications

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

Desired Qualifications

• Proficiency in email marketing platforms (e.g., Salesforce Marketing Cloud, HubSpot, or Mailchimp).

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

Selection Process

The application process varies by position, but typically includes an initial phone interview for qualified candidates, followed by a more in-depth interview(s) and/or assessment(s). Selected candidates who are made a conditional job offer will be asked to undergo a background check.

Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive benefits package, hybrid work options for many positions, and a professional environment that supports development and recognizes achievement.

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