Job Description:

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 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.

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.

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)

• 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

Communication

• Strong customer services skills: Negotiation, diplomacy, able to translate client requirements

• into technical specifications

• Excellent written and verbal communication

• Fluent in English and in French

Minimum Requirements:

• 2-4 years relevant work experience Required

• 5-7 years Preferred

• Bachelor's Degree Required

• Master's Degree Preferred