Account Manager

Rakuten Americas; City Of London; Presencial; GBP 42.000 - 56.000; Jornada completa

Descripción de la vacante

You will work with analytics to interpret data, build effective strategies, and document interactions in CRM systems. The role emphasizes collaboration, process improvement, and delivering exceptional client experiences.

Formación

• 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.
• Communication.
• Strong customer services skills: Negotiation, diplomacy, able to translate client requirements into technical specifications.
• Excellent written and verbal communication.
• Fluent in English.

Responsabilidades

• Coordinate client interactions, ensuring timely responses and resolution of moderately challenging requests or issues.
• Analyze client feedback and data to identify trends and inform strategic decisions.
• Develop client engagement plans tailored to meet needs and align with business objectives.
• Implement client management best practices to enhance satisfaction and streamline workflows.
• Identify opportunities to strengthen client relationships through proactive communication and value-added solutions.
• Communicate insights, updates, and recommendations to internal stakeholders for alignment and collaboration.
• Evaluate the effectiveness of client relationship strategies and adjust to improve outcomes.
• Document client interactions and outcomes in CRM systems for reference and reporting.
• Recommend process improvements or tools to support initiatives and productivity.
• Manage a portfolio of clients; maintain regular communication with key contacts via meetings, emails, calls, and tickets.
• Grow revenue from existing client relationships by understanding needs and offering relevant products/services.
• Collaborate with US/AUS/EMEA counterparts to lead affiliate initiatives across territories; work with publisher services to identify partnerships; collaborate with Analytics team to interpret data and build strategies.

Conocimientos

Digital marketing

Client service

Communication

Negotiation

Diplomacy

Upselling

English

Educación

Bachelor's degree in Marketing

Herramientas

Microsoft Excel

PowerPoint

Descripción del empleo

Job Description: 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. 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.

Key Responsibilities

• Coordinates somewhat complex client interactions, ensuring timely responses and resolution of moderately challenging requests or issues.
• Analyzes somewhat complex client feedback and data to identify trends, opportunities, and areas for improvement, informing strategic decisions.
• Develops somewhat complex client engagement plans, tailoring approaches to meet specific client needs and align with business objectives.
• Implements client management best practices and processes to enhance satisfaction and streamline workflows.
• Identifies opportunities to strengthen client relationships through proactive communication and value-added solutions.
• Communicates key insights, updates, and recommendations to internal stakeholders, facilitating alignment and collaboration.
• Evaluates the effectiveness of client relationship strategies, recommending adjustments to improve outcomes.
• Documents client interactions and outcomes in CRM systems, ensuring accurate and up-to-date records for reference and reporting.
• Recommends process improvements or tools to support client relationship management initiatives and enhance team productivity.

Client management

• Managing a portfolio of clients
• Establish and maintain regular and appropriate communication with the key contact(s) for the client through meetings, emails, calls and support tickets
• Grow revenue from existing client relationships - understand client needs/requirements in order to contact with appropriate product/services information

Collaboration

• 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

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical

• 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
• Communication
• Strong customer services skills: Negotiation, diplomacy, able to translate client requirements into technical specifications
• Excellent written and verbal communication
• Fluent in English

Minimum Requirements: 2-4 years relevant work experience Required 5-7 years Preferred Bachelor's Degree Required Master's Degree Preferred #LI-CW1

Five Principles for Success

Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success. 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 Rakuten Advertising delivers performance-driven, brand-driven, and people-driven ad solutions that help the world’s top brands connect with unique, highly engaged audiences – from first impression to final sale. Backed by industry-leading technology, global media properties, and the largest, high-quality partner network, Rakuten Advertising taps into decades of data and experience to develop the strategies and ad experiences that will drive engagement, sales, loyalty, and beyond. A leader in the industry since its beginnings, Rakuten Advertising is a division of Rakuten Group, Inc. (4755: TOKYO), one of the world’s leading internet service companies. The company is headquartered in San Mateo, California, with offices throughout EMEA, APAC, LATAM, and North America. Learn more at RakutenAdvertising.com http://RakutenAdvertising.com. Aetna Transparency in Coverage: Machine-Readable Files | Rakuten