Director, Client Services

Rakuten Advertising•New York, NY

2d•$103,680 - $193,428•Onsite

About The Position

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. Rakuten Advertising’s Client Services team is looking for a Director to help lead the continued growth of our most important, demanding and high-profile customer segment. You will act as the strategic advisor, executive account leader and driver of digital strategy for the client’s brand. You will develop global, regional and local relationships with the C and Senior level contacts in the Marketing and Digital teams of your clients to grow the Rakuten brand presence. The position is responsible for the staffing, training, management, and development of a client service team to exceed client expectations and secure client expansion and 100% renewals. You are a service genius, digital marketing maven, data and analytics savvy leader who can execute against team objectives and work to achieve clients’ KPIs. Reporting into our Head of Client Services, you’ll be responsible for client expansion, renewals and the smooth day-to-day operation of the client facing teams.

Requirements

Director possesses 10+ years of client service and/or account manager success and several years of team management success
Experience leading in a complex Ad/Mar-Tech environment and/or brands with advanced investment in digital marketing
Possess 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 both direct reports and working with key cross-functional teams globally
Successfully led profitable programs that have advanced client business goals
Empathetic people manager, with the confidence, professionalism and entrepreneurial spirit necessary to manage and mentor a large team
Has advanced writing, editing and presentation-development skills; project management skills and critical thinking skills
Is passionate about excellent client service and has proven success at establishing, managing and leading senior client relationships over time, demonstrating increasing trust satisfaction and retention

Responsibilities

Lead operational, service and financial performance of account teams, ensuring quality work, effective processes and client requests are handled in a timely and strategic fashion
Expertly counsel clients to understand and support their business goals and take immediate action on client feedback
Navigate client needs, objectives and challenges by continually delivering business results focused solutions reinforcing Rakuten Advertising’s strategic business value to the client
Identify and mitigate client risks
Develop annual Strategic Account Plans for each client based on client’s objectives and revenue, profit and customer acquisition goals to include upsell and cross sell programs and broader opportunities across the Rakuten ecosystem.
Own senior level client relationships at the C & D level and work to contribute strategic value much beyond tactical campaign activities
Act as a strategic advisor that builds strong client relationships and sets strategic marketing plans
Create high level, strategic account plans that show your deep Rakuten Advertising solution knowledge
Provide thought leadership and maintain a high level of ‘digital curiosity’ on strategies and marketplace evolution trends across e-commerce, Affiliate Marketing, SEM, Display, and Digital Attribution
Bring an understanding of the current MarTech/AdTech landscape and ability to apply to a client’s digital ecosystem
Hold P&L accountability across the clients you manage
Hire, train, mentor and evaluate client service team members on an ongoing basis
Set and manage team goals and expectations. Regularly forecast and adjust to changing market conditions. Communicate progress of revenue to budget forecast to the leadership team throughout the year
Partner closely with internal teams on a global level
Commit to continuous learning and improvement of leadership skills; set and pursue stretch goals