Audience Management Contractor

Job Title:

Audience Management Contractor

Duration: 6-Month

Location:

Remote

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.