Account Manager

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 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.

• 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.

• 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

• 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

• 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

• Strong customer services skills: Negotiation, diplomacy, able to translate client requirements
• into technical specifications
• Excellent written and verbal communication
• Confident interpersonal skills
• Fluent in English and French

• 2-4 years relevant work experience Required
• Bachelor's Degree Required
• Master's Degree Preferred