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.