Job Description:
Rakuten International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society. Headquartered in San Mateo, California with more than 4,000 employees worldwide, the Rakuten International business portfolio includes market leaders in e-commerce, digital marketing, advertising, communications and entertainment. We create products and services that provide exceptional value by aligning members and the businesses that want to engage them in a shared community.
The division you will be working for is Rakuten Advertising. Rakuten Advertising leads the industry in delivering performance-driven, brand-driven and people-driven ad solutions. We help the world’s top brands connect with unique, highly engaged audiences – from first impression to final sale.
At Rakuten Advertising, our calling card is outthinking the competition and outperforming your expectations. Our experienced and award-winning full-service teams work to create the best ad experiences for brands, audiences and affiliates alike – one where people get the right message at the right time to drive attention, action, loyalty and value.
Job Summary:
In this role, you will be responsible for relationship management with an assigned portfolio of clients. You will serve as a client liaison throughout the delivery of client service engagements or outsourced solutions. You will be strategically focused and responsible for maintaining client satisfaction by ensuring consistent and proactive communications with clients while completing tasks that support the overall management of client relationships.
Key Responsibilities:
Coordinates somewhat complex client interactions, ensuring timely responses and resolution of moderately challenging requests or issues.
Analyzes somewhat complex client feedback and data to identify trends, opportunities, and areas for improvement, informing strategic decisions.
Develops somewhat complex client engagement plans, tailoring approaches to meet specific client needs and align with business objectives.
Implements client management best practices and processes to enhance satisfaction and streamline workflows.
Identifies opportunities to strengthen client relationships through proactive communication and value-added solutions.
Communicates key insights, updates, and recommendations to internal stakeholders, facilitating alignment and collaboration.
Evaluates the effectiveness of client relationship strategies, recommending adjustments to improve outcomes.
Documents client interactions and outcomes in CRM systems, ensuring accurate and up-to-date records for reference and reporting.
Recommends process improvements or tools to support client relationship management initiatives and enhance team productivity.
Take the lead on developing Key Account Plans for your priority clients. Take ownership of your Key Accounts’ affiliate programs. Plan and execute campaigns to drive sales growth with affiliate publishers that leads to the increase of Rakuten Advertising revenue. Owning revenue and forecasting for own client portfolio.
Establish and maintain regular and appropriate communication with the key contact(s) for the client through meetings, emails, calls and support tickets. Agree milestones to track improvement in relationship and revenue. Constantly align goals and direction with the clients and help the clients meeting their targets.
Bring a solution mindset to your day-to-day work. Where problems / issues exist, collaborate with others to identify ways to improve performance or efficiency
A ‘hunter’ mindset to your day-to-day account management, proactively identify new business opportunity including expanding into new markets, upgrade Rakuten Advertising service level with the clients. By asking questions during your client calls, as well as reading news about your clients and their industries.
Demonstrate a high attention to detail. No errors in campaign strategy, planning or execution
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1-2 years account management, client-facing experience required
2 - 4 years of performance marketing, preferably affiliate marketing experience required
Bachelors Degree required
Understanding performance marketing tracking technology preferred
Experience in Asia cross border e-commerce highly preferred
Experience in strong client relationships, reinforced by building trust, advising and upselling preferred
Exemplary written and oral presentation skills and a talent for presenting