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Audience Management Specialist#26-26555

$63.48 per hour

Cupertino, CA

Remote Job Description

Audience Management

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.