Communications & Public Experience Manager

General Statement of Duties Performs highly responsible professional, managerial, and strategic communications work leading the Town’s public information, branding, digital communications, and public experience initiatives. This position is responsible for strengthening transparency, public trust, and organizational consistency through proactive communication, coordinated messaging, and community relationship-building. Work includes overseeing the Town’s website, social media platforms, newsletters, media relations, visual branding, and public information efforts; supporting communication related to Town projects, initiatives, and public meetings; and coordinating organization-wide communication strategies and standards. Distinguishing Features of the Class An employee in this class works closely with the Town Manager, Department Directors, Town Council, community organizations, businesses, and other stakeholders to ensure accurate, timely, professional, and consistent communication with the public while supporting strategic Town initiatives, downtown outreach, economic development communication, and community partnerships. This position requires frequent interaction with the public, attendance at evening and weekend meetings or community events, and the ability to communicate effectively and professionally in emotionally charged or high-profile situations. Responsibilities also include supporting Town identity and branding efforts and managing the Town’s social media pages. This position may also do event planning as needed. Work is performed under the general direction of the Town Manager. Essential Duties and Responsibilities Strategic Communications & Public Information Serves as the Town’s primary communications professional and official spokesperson, under the direction of the Town Manager. Coordinates communication efforts across Town departments and assists with messaging related to projects, initiatives, public impacts, service changes, and strategic Town priorities. Drafts and distributes press releases, public notices, newsletters, talking points, scripts, and other communication materials. Supports crisis communication efforts in coordination with the Town Manager, emergency services leadership, and other departments. Attends Town Council meetings and prepares public-facing summaries, updates, and informational materials related to Council actions and Town initiatives. Manages and oversees the Town website, social media platforms, newsletters, and digital communication strategy, under the supervision of the Town Manager. Develops and maintains branding, visual identity, and communication standards for Town materials and public-facing content. Monitors communication trends, public feedback, and digital engagement metrics to improve communication effectiveness and resident accessibility. Public Experience, Community Relations, and Organizational Support Builds and maintains positive relationships with residents, businesses, nonprofits, schools, churches, civic organizations, downtown stakeholders, and community partners. May serve as a liaison between the Town and community organizations to improve communication, coordination, and public awareness of Town initiatives and services. Assists with communication strategies and outreach efforts related to strategic Town initiatives, downtown promotion, tourism visibility, economic development, and Town branding efforts. Assists with development of public education initiatives such as citizen academies, informational videos, podcasts, business roundtables, and stakeholder outreach efforts. Promotes organizational collaboration and communication between departments to improve efficiency, consistency, and resident experience. May supervise interns, consultants, volunteers, contracted services, or future communications staff. Assists with administration of communication-related budgets, contracts, software platforms, advertising, and related resources. Knowledge, Skills, and Abilities Thorough knowledge of modern communication principles, public information practices, social media management, branding, and digital communication strategies. Thorough knowledge of effective customer service, public relations, and organizational communication principles. Ability to communicate clearly, professionally, and diplomatically both orally and in writing. Ability to communicate effectively in emotionally charged, controversial, or high-profile situations while maintaining professionalism, organizational credibility, and public trust. Ability to establish and maintain effective working relationships with elected officials, staff, residents, businesses, media representatives, and community organizations. Ability to coordinate projects and communication efforts across multiple departments and stakeholder groups. Ability to create high-quality written, graphic, video, and digital communication materials. Ability to exercise sound judgment, discretion, and political awareness in public communications and community interactions. Ability to work independently, manage multiple priorities, and maintain flexibility in a fast-paced environment. Physical Requirements Must be able to physically perform the basic life operational functions of standing, walking, fingering, feeling, talking, seeing, and hearing. Must be able to perform sedentary work, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift objects. Must possess the visual acuity to prepare and analyze information, operate a computer, do extensive reading, and perform visual inspections. Desirable Education and Experience Bachelor’s degree in communications, public administration, public relations, or related field; or an equivalent combination of education and experience. Considerable professional experience and/or local government experience is strongly preferred. Experience with website management, social media administration, graphic design, video production, photography, branding, and public communication strategies preferred. Special Requirement Valid North Carolina driver’s license. Availability to attend evening meetings, community events, emergency response activities, and weekend functions as needed. Pay Range: $60,815.66 - $91,223.50 #J-18808-Ljbffr Town of Troutman