Audience Management Specialist

Audience Management
Job Description:
Role Overview
The Audience Management Contractor will own the day-to-day execution of audience management, permissions, and routine access across multiple systems supporting Global Retail Support (GRS), Retail Engagement, and the Field. This role is responsible for handling high-volume operational requests, triaging field issues, managing permissions, and establishing structured documentation and request templates to enable business self-service and reduce single-point-of-failure risk.

Key Responsibilities
Audience Creation & Configuration
• Build and maintain standard and bespoke audiences in RPM.
• Set up and maintain manual directory groups for complex, nuanced audiences across multiple systems.
• Ensure accurate access management to maintain compliance, data privacy, and confidentiality across all systems.
Access & Content Management
• Set up, manage, and audit Box content structures and user access permissions.
• Triage, process, and fulfill access requests across multiple platforms
• Maintain traceability by documenting the full inventory of managed groups and where they are deployed.
Triage & Support
• Manage and monitor the Audience Management Slack channel.
• Serve as the first point of contact for day-to-day audience-related inquiries, access issues, and troubleshooting reported by the field and business partners.
• Escalate complex technical issues or high-stakes requirements to the Platform Lead or RCC when appropriate.
• Ensure requests are resolved in a timely manner to prevent operational delays.
Documentation & Process Standardization
• Formalize existing, scattered documentation into a consolidated suite of clear instructional guides.
• Document data privacy rules, guidelines, and best practices regarding people data and appropriate system use in Retail audience management.
• Help design and build standardized audience request intake templates to streamline requests and promote business self-service.
Supported Platforms & Systems
• Primary Tools: RPM, Client Directory groups, Box, Slack (channels and workflows).
• Connected Platforms & Environments: Hello, Learning, Client Events / Retail NSO tenant, Phantom video, The Grove, and emerging AI tools (e.g., Multi-Dev, Milan).

Qualifications & Key Skills
• Audience & Access Systems Experience: Practical experience administering user access, groups, and audience segmentation across complex, multi-system environments.
• Data Privacy & Governance Awareness: Clear understanding of data privacy principles, confidentiality, and governance rules related to managing people data.
• Technical Troubleshooting & Triage: Ability to diagnose, investigate, and resolve user access discrepancies, broken audience configurations, and permission issues.
• Documentation & Instructional Writing: Demonstrated ability to translate complex technical workflows into structured, easy-to-follow documentation, standard operating procedures (SOPs), and request templates.
• Communication & Stakeholder Support: Strong communication skills to support cross-functional marketing and engagement teams, manage support channels, and interface effectively with field teams and technical leads.

Key Success Metrics
• Timely Execution: Timely response and resolution of all incoming routine audience requests, questions, and access reports.
• Documentation Delivery: Delivery of a complete, consolidated documentation suite and standardized request templates before the end of the contract term.
• Self-Service Enablement: Measurable reduction in the business's dependency on manual consultations through effective self-service documentation and streamlined request workflows.