About the role
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.
Rakuten Advertising provides advertising technology and consumer insights to the world's leading brands and retailers. Working with agencies and brands around the world, Rakuten Advertising unites technology, client strategy and consumer insights to deliver advertising experiences that drive increased brand awareness and marketing performance. With access to Rakuten's diverse media properties and audiences, combined with an award-winning performance network and proprietary consumer research, Rakuten Advertising creates the right conditions to reach new customers and sustain long-lasting loyalty.
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.
Client management
Managing a portfolio of clients
Establish and maintain regular and appropriate communication with the key contact(s) for the client through meetings, emails, calls and support tickets
Grow revenue from existing client relationships - understand client needs/requirements in order to contact with appropriate product/services information
Collaboration
Work closely with US/AUS/EMEA internal counterparts to lead affiliate initiatives across territories
Work closely with publisher services to identify partnership opportunities to grow our business
Working closely with Analytics' team to help interpret data and build more effective strategies
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.
Technical
3+ years of digital marketing experience including client service (agency, client or consulting)
Presentation and deck creation skills, with a focus on storytelling and visual data representation
Competent in Microsoft Office programmes - particularly Excel (intermediate) and PowerPoint
Experience in strong client relationships, reinforced by building trust, advising and upselling
Communication
Strong customer services skills: Negotiation, diplomacy, able to translate client requirements into technical specifications
Excellent written and verbal communication
Fluent in English
Minimum Requirements
2-4 years relevant work experience Required
Bachelor's Degree Required
#LI-CW1
Five Principles for Success
Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.
Always improve, Always Advance - Only be satisfied with complete success - Kaizen
Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
Hypothesize - Practice - Validate - Shikumika - Use the Rakuten Cycle to succeed in unknown territory
Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team