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 Rewards is a leading e-commerce company that enhances the way people shop by offering Cash Back, deals and rewards from more than 3,500 merchants. Founded in 1999, Rakuten has grown to become the go-to shopping destination for consumers, having paid out nearly $2 billion in Cash Back to its 15 million members. The company also operates ShopStyle, a leading fashion discovery destination, and Cartera Commerce, a top rewards platform for airlines and banks. For more information, visit www.rakuten.com
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Job Summary:
We are seeking a Contract Account Manager who will be responsible for high-level relationship management and will act as client liaison during delivery of a professional services engagement or an outsourced solution. In this role, you will be strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. You will work to grow the client relationship by identifying new business opportunities and you will partner with the delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client's business. This role is focused on the relationship between the customer and solution provider during a project of a fixed duration.
Key Responsibilities:
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
- Ramp up new clients quickly and efficiently - meet requirements and set clear expectations
- Ensure that clients are managed profitably - give strategic advice to support their growth plans
- Grow revenue from existing client relationships - understand client needs/requirements in order to contact with appropriate product/services information
- Retain existing clients and manage dispute resolution
- Work with dedicated Manager to manage overall client experience
- Perform delivery of client strategy in regular Account Review face-to-face presentations
- Learning, understanding and advising clients on how to use our technology
Administrative-
- Regularly review contracts to understand contracts and billing mechanisms
- Troubleshoot client's technical issues, and file support tech tickets on their behalf if needed
- Owning revenue and forecasting for own client portfolio
- Maintain documentation of client performance and activities in internal systems
Collaboration-
- Work closely with UK/US/AUS/EU 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
- Work with other channel counterparts to provide full Rakuten Marketing experience to clients
- Plan communication activities for your account's campaigns, alongside MarCom team
- Developing, maintaining, and extending relationships internally and externally
- Taking on 1-3 internal projects per year
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.
- 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
- Strong customer services skills: Negotiation, diplomacy, able to translate client requirements into technical specifications
- Excellent written and verbal communication
- Analytical and Strategic Marketing: Demonstrate success in measuring results and setting, meeting, and exceeding aggressive quantitative goals.
Minimum Requirements:
- 3+ years of digital marketing experience including client service (agency, client or consulting)
- At least 1 years experience with Affiliate Marketing
- 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
- Good project management skills
- Web literate (tracking analytics and methods)
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