[Hiring] Audience Management Specialist @Mindlance

Role Description

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

• 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.