Job Description:
Rakuten Group, Inc. is a global leader in internet services and has a diverse ecosystem spanning across e-commerce, fintech, communications and more serving approximately 1.8 billion members worldwide. Founded in Tokyo in 1997, the Group operates in over 30 countries and regions with more than 30,000 employees.
Based in Singapore's Central Business District, Rakuten Asia Pte. Ltd. serves as the regional headquarters for Asia, driving value through areas such as advertising product development, product strategy, and data management to support Rakuten Group's global ecosystem.
Learn more at: https://global.rakuten.com/corp/
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.
The division you will be working for is Rakuten Advertising. Rakuten Advertising leads the industry in delivering performance-driven, brand-driven and people-driven ad solutions. We help the world’s top brands connect with unique, highly engaged audiences – from first impression to final sale.
At Rakuten Advertising, our calling card is outthinking the competition and outperforming your expectations. Our experienced and award-winning full-service teams work to create the best ad experiences for brands, audiences and affiliates alike – one where people get the right message at the right time to drive attention, action, loyalty and value.
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 performance of the clients’ affiliate programs.
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 direct manager, 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.
Take the lead on developing affiliate program strategies for your priority clients. Take ownership of your Key Accounts’ affiliate programs. Plan and execute campaigns to drive sales growth with affiliate publishers that leads to the increase of Rakuten Advertising revenue. Owning revenue and forecasting for own client portfolio.
Research and pitch the affiliate publishers that will generating incremental sales to the affiliate programs that you manage, gain affiliate industry knowledge and be the expert in recommending publishers and campaign strategies for your clients
Establish and maintain regular and appropriate communication with the key contact(s) for the client through meetings, emails, calls and support tickets. Agree milestones to track improvement in relationship and revenue. Constantly align goals and direction with the clients and help the clients meeting their targets.
Bring a solution mindset to your day-to-day work. Where problems / issues exist, collaborate with others to identify ways to improve performance or efficiency
a ‘hunter’ mindset to your day-to-day account management, proactively identify new business opportunity including expanding into new markets, upgrade Rakuten Advertising service level with the clients. By asking questions during your client calls, as well as reading news about your clients and their industries.
Demonstrate a high attention to detail. No errors in campaign strategy, planning or execution
Demonstrate a fast learning and adapting capability, quickly adjust to the fast-changing technologies and industry trends.
Requirements:
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.
2-3 years account management, client-facing experience required
1-2 years of performance marketing, preferably affiliate marketing experience required
Understanding performance marketing tracking technology preferred
Experience in Asia cross border e-commerce, or travel industry highly preferred
Experience in strong client relationships, reinforced by building trust, advising and upselling preferred
Exemplary written and oral presentation skills and a talent for presenting