Audience Management Specialist

Job-ID Reference
26-26555

Salary $63.48 / hour Remote
100% Remote 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.