Job Description:

Account Manager

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 expectationsEnsure 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 informationRetain existing clients and manage dispute resolutionWork with your manager to manage overall client experiencePerform delivery of client strategy in regular Account Review face-to-face presentationsLearning, 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 territoriesWork closely with publisher services to identify partnership opportunities to grow our businessUtilise the Analytics’ team to help interpret data and build more effective strategiesWork with other channel counterparts to provide full Rakuten Advertising’s experience to clientsPlan communication activities for your account’s campaigns, alongside MarCom teamDeveloping, 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 PowerPointExperience in strong client relationships, reinforced by building trust, advising and upsellingGood project management skills Web literate (tracking analytics and methods)

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