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About the Role
In this role, you will be responsible for relationship management with an assigned portfolio of clients. You will serve as a client liaison throughout the delivery of client service engagements or outsourced solutions. You will be strategically focused and responsible for maintaining client satisfaction by ensuring consistent and proactive communications with clients while completing tasks that support the overall management of client relationships.
Responsibilities
- Coordinate client interactions, ensuring timely responses and resolution of requests or issues.
- Analyze client feedback and data to identify trends, opportunities, and areas for improvement.
- Develop client engagement plans tailored to specific client needs and business objectives.
- Implement client management best practices and processes.
- Identify opportunities to strengthen client relationships through proactive communication and value-added solutions.
- Communicate key insights, updates, and recommendations to internal stakeholders.
- Evaluate the effectiveness of client relationship strategies and recommend adjustments.
- Document client interactions and outcomes in CRM systems.
- Recommend process improvements or tools to support client relationship management.
- Manage a portfolio of clients.
- Establish and maintain regular communication with client contacts.
- Grow revenue from existing client relationships by understanding client needs and offering appropriate products/services.
- Collaborate with internal counterparts to lead affiliate initiatives across territories.
- Partner with publisher services to identify growth opportunities.
- Work with the Analytics team to interpret data and build effective strategies.
Requirements
- 3+ years of digital marketing experience including client service (agency, client or consulting).
- Competent in Microsoft Office programmes, particularly Excel (intermediate) and PowerPoint.
- Experience in building strong client relationships, reinforced by building trust, advising and upselling.
- Strong customer service skills: Negotiation, diplomacy, able to translate client requirements into technical specifications.
- Excellent written and verbal communication.
- Fluent in English and in French.
- 2-4 years relevant work experience Required.
- 5-7 years relevant work experience Preferred.
- Bachelor's Degree Required.
- Master's Degree Preferred.
Skills
- Client management
- Relationship management
- Client service
- Digital marketing
- Microsoft Office (Excel, PowerPoint)
- Negotiation
- Diplomacy
- Communication (written and verbal)
- French fluency
Location
- Global
Work Type
- Full-time
Experience Level
- 2-4 years
- 5-7 years
Education Level
- Bachelor's Degree
- Master's Degree
About the Company
- 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 International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society.
- Headquartered in San Mateo, California with more than 4,000 employees worldwide, the Rakuten International business portfolio includes market leaders in e-commerce, digital marketing, advertising, communications and entertainment.
- We create products and services that provide exceptional value by aligning members and the businesses that want to engage them in a shared community.
- 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.
Equal Opportunity
- 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