Account Manager

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.

Job summary

The team you will be working in has three service levels for their clients:
Exchange: self-service client who you may be required to support on tracking/ tech requests or very top line strategy support.
 

Advisory: Monthly support for the client through offering suggestions around strategy and optimisation of their affiliate program. Includes a monthly status call.
Complete Light: Regular support for the client, through monthly calls, bespoke strategy suggestions, weekly reporting and active support of recruitment on their program.

Your role will be to manage a portfolio of clients across a range of service levels to implement a thorough, profitable and efficient affiliate marketing strategy. Grow business revenue through innovative and strong partnerships.

Roles & responsibilities

Client management

• Managing a portfolio of 40-50 clients across different service levels, including larger revenue
  clients.
• Establish and maintain regular and appropriate communication with the key contact(s) for the
  client through meetings, emails, calls and support tickets
• Launch and 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 your 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 Maintain documentation of client performance and activities in internal systems

Collaboration

• Work closely with US/AUS/EU internal counterparts to lead affiliate initiatives across territories Work closely with publisher services to identify partnership opportunities to grow our business Utilise the Analytics’ team to help interpret data and build more effective strategies
• Work with other channel counterparts to provide full Rakuten Advertising’s 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

Key requirements

• Technical /functional expertise
• 2-3 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 Good project management skills
• Web literate (tracking analytics and methods)