Sr. 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.

• Assesses the overall health and effectiveness of client relationships, identifying key areas for improvement and optimization.
• Defines strategies for managing client accounts and engagement processes, ensuring alignment with organizational objectives and best practices.
• Develops more complex client solutions and plans to address unique needs, delivering measurable results that enhance satisfaction and retention.
• Conducts more complex client data analyses to uncover insights, drive actionable recommendations, and inform decision-making.
• Implements processes to standardize and enhance client management workflows, improving efficiency and consistency across the team.
• Confers with cross-functional teams and stakeholders to address client concerns, foster collaboration, and ensure the delivery of seamless services.
• Improves client engagement metrics by introducing innovative strategies and leveraging data-driven approaches to optimize outcomes.
• Coaches less experienced team members, providing mentorship and guidance to enhance their skills and effectiveness in managing client relationships.
• Helps establish and implement department-wide initiatives to elevate client satisfaction, contributing to the achievement of organizational goals.

• Managing a portfolio of key clients
• Establish and maintain regular and appropriate communication with the key contact(s) for the client through meetings, emails, calls and support tickets

• 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
• Work with other channel counterparts to provide full Rakuten Marketing experience to clients
• Developing, maintaining, and extending relationships internally and externally
• Taking on 1-3 internal projects per year

• 5+ 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 understanding of digital marketing concepts / solutions, particularly Affiliate Marketing

• Strong customer services skills: Negotiation, diplomacy, able to translate client requirements
• Excellent written and verbal communication
• English and French speaker

• Detail-orientated
• Analytical and Strategic Marketing: Demonstrate success in measuring results and setting, meeting, and exceeding aggressive quantitative goals.

• Reliable and able to work independently on targets
• A real team player that is able to integrate and work closely with an enthusiastic team

• 5-7 years relevant work experience Required
• 8-11 years Preferred
• Bachelor's Degree Required
• Master's Degree Preferred