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About the Role

Rakuten Advertising's Client Services team is seeking a Director to lead the growth of a key customer segment. You will serve as a strategic advisor and executive account leader, driving digital strategy for clients and developing relationships with senior-level contacts to expand the Rakuten brand presence. This role involves managing and developing a client service team to exceed expectations, secure renewals, and drive client expansion.

Responsibilities

Lead operational, service, and financial performance of account teams, ensuring quality work and timely handling of client requests.
Counsel clients on their business goals and act on client feedback.
Deliver business results-focused solutions to address client needs, objectives, and challenges.
Identify and mitigate client risks.
Develop annual Strategic Account Plans for each client, including upsell, cross-sell, and broader Rakuten ecosystem opportunities.
Own senior-level client relationships and contribute strategic value beyond tactical campaign activities.
Act as a strategic advisor, building strong client relationships and setting strategic marketing plans.
Create high-level, strategic account plans demonstrating deep Rakuten Advertising solution knowledge.
Provide thought leadership and maintain digital curiosity on evolving strategies and marketplace trends across e-commerce, Affiliate Marketing, SEM, Display, and Digital Attribution.
Apply understanding of the MarTech/AdTech landscape to client digital ecosystems.
Hold P&L accountability across managed clients.
Hire, train, mentor, and evaluate client service team members.
Set and manage team goals, forecast, and adjust to market conditions.
Communicate revenue progress against forecast to the leadership team.
Partner closely with internal teams on a global level.
Commit to continuous learning and improvement of leadership skills.
Set and pursue stretch goals.

Requirements

10+ years of client service and/or account management success.
Several years of team management success.
Experience leading in a complex Ad/Mar-Tech environment and/or brands with advanced investment in digital marketing.
Broad online and multi-channel marketplace understanding.
Demonstrated success in client management, service excellence, team management, and marketing services.
High-level strategic and relationship management experience.
Strategic understanding and success with RFPs.
Proven success leading teams and developing direct reports, as well as working with key cross-functional teams globally.
Successfully led profitable programs that advanced client business goals.
Empathetic people management skills.
Confidence, professionalism, and entrepreneurial spirit necessary to manage and mentor a large team.
Advanced writing, editing, and presentation-development skills.
Project management skills.
Critical thinking skills.
Passion for excellent client service.
Proven success in establishing, managing, and leading senior client relationships over time, demonstrating increasing trust, satisfaction, and retention.

Skills

Digital marketing
Data and analytics
Client relationship management
Strategic planning
Team leadership
P&L management
E-commerce
Affiliate Marketing
SEM
Display advertising
Digital Attribution
MarTech/AdTech
Project management
Critical thinking

Location

San Mateo, California

Work Type

Full-time

Experience Level

Director
10+ years

Education Level

Bachelor's degree

Salary/Compensations

USD $103,680.00 - $193,428.00 annually

Benefits

Discretionary bonus
Health insurance
Vision insurance
Dental insurance
401k matching
PTO
Volunteer Time Off (VTO)

About the Company

Rakuten International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society.
Rakuten Advertising provides advertising technology and consumer insights to the world’s leading brands and retailers.
Rakuten Advertising unites technology, client strategy and consumer insights to deliver advertising experiences that drive increased brand awareness and marketing performance.
Rakuten Advertising creates the right conditions to reach new customers and sustain long-lasting loyalty by leveraging Rakuten’s diverse media properties and audiences, an award-winning performance network, and proprietary consumer research.

Equal Opportunity

Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.
Rakuten considers applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.