Sr. Manager, Client Services

Job Description:

Summary:
This opportunity offers the chance to lead a talented team, work with prestigious clients, and influence the growth and success of our agency in the dynamic Australian market. Join us and make a significant impact in shaping the future of our client services division.

You will play a pivotal role in developing client strategies, managing escalations, and fostering long-term partnerships and ensuring the delivery of exceptional service. Serving as the primary managerial point of contact you will be strategically focused and responsible for client satisfaction.

Key Responsibilities:

• Team Leadership: Lead a team of up to 6 high-performing account managers, fostering their growth and development. Take charge of driving growth and nurturing relationships with APAC clients by spearheading the client strategies, effectively forecasting revenue goals, owning the budget for T&E and managing escalations effectively, and nurturing long-lasting partnerships.

• Team Development: Provide leadership, performance development, and support to direct reports. Ensure your teams high performance is maintained, resolving challenges, and facilitating collaboration across departments. Direct individual contributors in a matrix environment, and be accountable for their development through the provision of meaningful career development conversations and regular coaching.
• Client Management: Senior lead on all key client accounts, guiding day-to-day execution, strategizing, and fostering communication to drive client satisfaction, revenue growth, and dispute resolution. Own the relationship management for all senior client contacts.
• Strategic Planning: Evaluate current client programs to enhance health metrics such as NPS, retention rates, and tech/product adoption, while developing and executing tactical plans to measure success and optimize operations.
• Collaboration and Initiatives: Foster collaboration across internal teams, lead affiliate initiatives across APAC, identify new partnership opportunities with publisher team, and leverage analytics insights to develop effective strategies.
• Administrative Management: Review contracts, manage revenue and forecasting for client portfolio, troubleshoot technical issues, and maintain comprehensive documentation of client activities.

• 6+ years of affiliate and/or digital marketing experience, including client service in agency, client, or consulting settings.
• 2-3 years of team management experience, demonstrating leadership and development skills.
• Strong understanding of Rakuten Advertising products and their client applications.
• Able to demonstrate understanding and experience in Affiliate Marketing strategy
• Results-focused and organized with a strong desire to succeed and progress.
• Proven ability to manage and lead people with an understanding of communication styles; ability to engage and motivates others to deliver high performance and developmental growth
• Adaptive to change with a positive, can-do mentality, even when under pressure
• Proven track record in relationship management, program optimisation and budget management/ROI analysis
• Exceptional project management skills for timely project delivery

• 5-7 years relevant work experience
• Bachelor's Degree required, Marketing preferred, but not compulsory

• Rakuten mentoring program and L&D budget to enhance career development.
• Wellness Program including access to lifeworks for support with mental, financial, physical and emotional well-being.
• Wellness Fridays providing more time away to relax and recharge during the summer months by finishing at 1pm
• Additional annual wellness budget for employees to use towards certain wellness activities
• Summer Days - two extra days of annual leave to be taken in Dec - Feb
• Work From Anywhere - up to 4 weeks per year
• Salary protection insurance
• Private medical insurance through Medicare
• Monthly gym reimbursement
• Regular company events and activities