Account Manager

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.
• Grow revenue from existing client relationships - understand client needs/requirements in order to provide appropriate product/services information.
• Ensure that clients are managed profitably - give strategic advice to support their growth plans.
• Retain existing clients and manage dispute resolution.
• Work with dedicated Manager/Senior Manager to manage overall client experience.
• Maintain documentation of client performance and activities in internal systems.

Minimum Requirements:

• 2-4 years relevant work experience Required.

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:

• 2+ years of digital marketing experience including client service (agency, client or consulting).
• Experience working across finance or travel sector preferred.
• French language skills preferred.
• 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.
• Excellent written and verbal communication.
• Confident interpersonal skills.

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.

Rakuten Advertising delivers performance-driven, brand-driven, and people-driven ad solutions that help the world’s top brands connect with unique, highly engaged audiences – from first impression to final sale. Backed by industry-leading technology, global media properties, and the largest, high-quality partner network, Rakuten Advertising taps into decades of data and experience to develop the strategies and ad experiences that will drive engagement, sales, loyalty, and beyond.

A leader in the industry since its beginnings, Rakuten Advertising is a division of Rakuten Group, Inc. (4755: TOKYO), one of the world’s leading internet service companies. The company is headquartered in San Mateo, California, with offices throughout EMEA, APAC, LATAM, and North America. Learn more at RakutenAdvertising.com.