Job Description:

Why should you choose us?

Rakuten Symphony is reimagining telecom, changing supply chain norms and disrupting outmoded thinking that threatens the industry’s pursuit of rapid innovation and growth. Based on proven modern infrastructure practices, its open interface platforms make it possible to launch and operate advanced mobile services in a fraction of the time and cost of conventional approaches, with no compromise to network quality or security. Rakuten Symphony has operations in Japan, the United States, Singapore, India, South Korea, Europe, and the Middle East Africa region. For more information, visit: https://symphony.rakuten.com

Building on the technology Rakuten used to launch Japan’s newest mobile network, we are taking our mobile offering global.

To support our ambitions to provide an innovative cloud-native telco platform for our customers, Rakuten Symphony is looking to recruit and develop top talent from around the globe. We are looking for individuals to join our team across all functional areas of our business – from sales to engineering, support functions to product development.

Let’s build the future of mobile telecommunications together!

About Rakuten Group, Inc. (TSE: 4755) is a global leader in internet services that empower individuals, communities, businesses and society. Founded in Tokyo in 1997 as an online marketplace, Rakuten has expanded to offer services in e-commerce, fintech, digital content and communications to 2 billion members around the world. The Rakuten Group has over 30,000 employees, and operations in 30 countries and regions. For more information visit https://global.rakuten.com/corp/.

Role Overview

We are looking for a highly experienced Salesforce MC & DC Expert / CRM Solution Lead who has a proven track record of delivering critical, complex, and large-scale CRM programs. The ideal candidate will possess deep hands-on and architectural expertise across Marketing Cloud and Data Cloud, combined with strong experience in CRM migrations, system integrations, data transformation, and stakeholder management.

The candidate should be comfortable operating across business and technology teams, translating business requirements into scalable technology solutions, managing delivery risks, and driving complex programs from strategy and design through implementation and production.

Job Duties

1. CRM & Solution Leadership

• Lead the architecture, design, and delivery of complex CRM solutions leveraging Marketing Cloud and Data Cloud.

• Own end-to-end solution design across customer data, segmentation, activation, journeys, personalization, and analytics.

• Define scalable, secure, and high-performing CRM architecture aligned with business objectives.

• Provide technical leadership and mentorship to CRM/MC/DC development and implementation teams.

• Drive technical decisions, design reviews, architecture governance, and implementation standards.

2. Marketing Cloud Expertise

• Demonstrate deep expertise in Marketing Cloud, including Journey Builder, Automation Studio, Email Studio, Mobile/Contact Builder, CloudPages, AMPscript, SSJS, and related capabilities.

• Design and implement complex customer journeys, segmentation, personalization, and multi-channel engagement solutions.

• Troubleshoot and resolve critical production issues and complex technical challenges.

• Establish best practices around campaign orchestration, data management, automation, and performance optimization.

3. Data Cloud Expertise

• Design and implement Data Cloud solutions for unified customer profiles and customer data activation.

• Experience with data ingestion, data modeling, identity resolution, calculated insights, segmentation, and activation.

• Define strategies for integrating Data Cloud with CRM, Marketing Cloud, data platforms, and other enterprise systems.

• Ensure data quality, governance, security, and scalability across the customer data ecosystem.

4. Migration & Transformation

• Lead complex CRM/Marketing Cloud migrations, including legacy-platform and org-to-org migrations.

• Define migration strategy, data mapping, transformation rules, reconciliation, validation, and cutover plans.

• Assess legacy solutions and define target-state architecture.

• Manage migration risks, dependencies, business continuity, and production cutover activities.

• Drive modernization of legacy CRM implementations to scalable and maintainable platforms.

5. Integrations

• Design and oversee integrations between CRM platforms and enterprise applications such as ERP, CDP, data warehouses, customer portals, APIs, and third-party platforms.

• Strong understanding of REST/SOAP APIs, middleware, event-driven integrations, ETL/data pipelines, and real-time/batch data exchange.

• Define integration patterns, interface contracts, error handling, monitoring, and security standards.

• Troubleshoot complex integration and data synchronization issues across multiple platforms.

6. Program & Delivery Management

• Take ownership of critical and complex CRM project deliveries from requirements through go-live and hypercare.

• Work closely with project/program managers to manage scope, dependencies, risks, issues, and delivery timelines.

• Identify technical risks early and drive mitigation strategies.

• Ensure solutions meet agreed business, technical, security, performance, and quality requirements.

• Support release planning, deployment strategy, testing, production readiness, and operational handover.

7. Business & Stakeholder Management

• Act as a bridge between business stakeholders, product owners, architects, engineering teams, and senior leadership.

• Translate complex technical concepts into clear business outcomes and recommendations.

• Conduct workshops with business and technology stakeholders to understand requirements and define solutions.

• Challenge requirements constructively and recommend scalable alternatives where appropriate.

• Manage expectations and communicate project status, risks, dependencies, and technical decisions effectively.

• Present solution architecture and recommendations to senior business and technology leadership.

Minimum Qualification:

• 10+ years of overall experience in CRM/enterprise technology implementations, with significant expertise in CRM, Marketing Cloud (MC), Data Cloud (DC), integrations, migrations, and complex enterprise delivery.

• Strong hands-on and architectural expertise in Marketing Cloud and Data Cloud.

• Proven experience delivering large, critical, and complex CRM programs.

• Strong experience in CRM migrations and transformation programs.

• Extensive experience with system integrations and enterprise data flows.

• Strong understanding of customer data, data models, identity resolution, segmentation, and activation.

• Experience working with APIs, middleware, ETL/data integration, and enterprise applications.

• Strong understanding of CRM architecture, security, scalability, and performance.

• Experience working in Agile/Scrum and/or large enterprise delivery environments.

• Strong analytical and problem-solving capabilities.

• Excellent communication, presentation, and stakeholder-management skills.

• Ability to operate effectively at both strategic/architectural and hands-on technical levels.

Preferred Qualification

Preferred certifications:

• Salesforce Certified Marketing Cloud Consultant

• Salesforce Certified Marketing Cloud Developer

• Salesforce Certified Data Cloud Consultant

• Salesforce Certified Data Architect

• Salesforce Certified Application/System Architect

• Salesforce Certified Technical Architect (CTA) – highly desirable

RAKUTEN SHUGI PRINCIPLES:

Our worldwide practices describe specific behaviours 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.

• Be 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 success in unknown territory.

• Maximize Customer Satisfaction. The greatest satisfaction for workers in a service industry is to see their customers smile.

• Speed!! Speed!! Speed!! Always be conscious of time. Take charge, set clear goals, and engage your team.