Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company’s mission to delight merchants and customers through innovation, optimism, and teamwork.
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.
Job summary:
Reporting into a Senior Manager, Client Services, you’ll manage a portfolio of clients to implement a thorough, profitable and efficient affiliate marketing strategy. Grow business revenue through innovative and strong partnerships.
Key responsibilities:
Client management
* Managing a portfolio of key clients
* Establish and maintain regular and appropriate communication with the key contact(s) for the client through meetings, emails, calls and support tickets
* Ramp up new clients quickly and efficiently - meet requirements and set clear expectations
* Ensure that clients are managed profitably - give strategic advice to support their growth plans
* Grow revenue from existing client relationships - understand client needs/requirements in order to contact with appropriate product/services information
* Retain existing clients and manage dispute resolution
* Work with dedicated Manager/Senior Manager to manage overall client experience
* Perform delivery of client strategy in regular Account Review face-to-face presentations
* Learning, understanding and advising clients on how to use our technology
Administrative
* Regularly review contracts to understand contracts and billing mechanisms
* Troubleshoot client’s technical issues, and file support tech tickets on their behalf if needed
* Owning revenue and forecasting for own client portfolio
* Maintain documentation of client performance and activities in internal systems
* Work closely with US/AUS/EU 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
* Work with other channel counterparts to provide full Rakuten Marketing experience to clients
* Plan communication activities for your account’s campaigns, alongside MarCom team
* Developing, maintaining, and extending relationships internally and externally
* Taking on 1-3 internal projects per year
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
* 5+ years of digital marketing experience including client service (agency, client or consulting)
* BA degree in a Marketing field preferred
* Competent in Microsoft Office programmes - particularly Excel (intermediate) and PowerPoint
* Experience in strong client relationships, reinforced by building trust, advising and upselling
* Web literate (tracking analytics and methods)
Personal effectiveness
* Highly organised, self-motivated, good time-management, able to prioritise
* Think creatively, has a problem-solving approach and uses professional judgment
* Proactive - continually looking for ways to grow and improve within own role
* Work well under pressure and to tight deadlines
* Inquisitive approach to continuously learning on the job
Communication
* Strong customer services skills: Negotiation, diplomacy, able to translate client requirements into technical specifications
* Confident interpersonal skills
* German and English speaker
Results focus
* Detail-orientated
* Analytical and Strategic Marketing: Demonstrate success in measuring results and setting, meeting, and exceeding aggressive quantitative goals.
* Proof that you can set and surpass KPI targets
Teamwork
* Reliable and able to work independently on targets
* A real team player that is able to integrate and work closely with an enthusiastic team
Understanding of business
* Strong understanding of digital marketing concepts / solutions, particularly Affiliate Marketing
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
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