Director, Client Implementation – New York, NY 10003


Summary Description:
Join the Operations Team at Rakuten Advertising! We offer a great place to work, learn and grow professionally. Our team partners daily with top internet retailers in the e-commerce space to handle the key components of their Affiliate, Search or Display campaigns. Campaigns which are built to create and support distribution opportunities, drive new customer sales and increase their business’ ROI. This is a team management role that fosters individual and collaborative work with our clients and departments around the globe. Be ready to work cross-channel and sometimes even beyond Rakuten Advertising channels.

As Director, Client Implementation you are responsible for supporting the business vision, defining the business strategy, and providing the business structure to support driving new revenue and maintaining existing business. This can include, but is not limited to, technical exploration meetings with new Advertiser prospects, New & Existing client technical implementations and troubleshooting post-launch implementation issues. You will be responsible for overseeing the Rakuten Affiliate Network tech implementation teams (US, Brazil), driving initiatives & providing solutions to improve internal & external processes that will benefit your team members, Rakuten Advertising clients and/or the global business. Your ongoing goal is to provide a positive customer experience within and outside of Rakuten Advertising.

Roles & Responsibilities:
We’re looking for a self-starter and finisher, who has a passion for creative problem-solving. Strong candidates will innately seek to learn new technologies and tools as needed & stay up to date on industry trends to improve their comprehensive knowledge and application of Rakuten Advertising Implementation solutions. Productive and Inclusive collaboration with the Global Customer Integration, Sales, Client Services, Product, Tech & Engineering teams will be the key to you and your team’s success.

Key stakeholder for implementation projects that have a focus on top line goals including, client satisfaction, technical success, campaign quality & on-time delivery

Liaison for high-profile client inquiries pre-, during- & post-launch

Work closely with your team to improve their ability to use the respective Rakuten Advertising tracking solutions and 3rd party platform(s) to manage the execution, technical deployment & QA of the client’s campaigns

Establish and maintain regular and appropriate communication with key clients to support their launch

Discuss & Communicate technical solutions for tracking and campaign management to a nontechnical audience, verbally and through email

Advocate for most effective tracking set up solution based on the relevant consumer privacy policies, campaign goals and available Rakuten Advertising technology & partnerships

Ensure that the client launch status is up to date and all teams have visibility through project management software

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Guide projects from planning to deployment to optimization with a focus on top line goals including client satisfaction, marketing and technical success, quality, on-time delivery and profitability

Supervise all aspects of an assigned project including planning, deliverables and project documentation

Report to senior management on operational processes and appropriate efficiency metrics

Provide and/or facilitate training to the implementation team to further their professional skill development

Effectively manage the team’s workloads, setting performance expectations to reach and exceed team goals

Prioritize and Solve implementation obstacles and maintain a viable workflow process to ensure respective KPIs are achieved

Contribute to continual process and people management innovation

Required Skills and Experience:
Candidate will have a minimum of 5+ years’ experience in technical support, or IT consulting role working with enterprise, web-based software solutions: specifically coding, testing/QA, and troubleshooting; With 2+ years in a leadership/management position of digital teams/projects. Successful candidates may bring customer-facing support and/or management experience from an agency, client, or consulting environment

Bachelor’s degree Computer Science or Engineering preferred.

Knowledge of digital marketing and basic concepts of affiliate, display or search marketing

Technical knowledge and enthusiasm for digital trends, analytics tools, best practices and data-driven solutions with the ability to learn and adapt to new concepts

Strong, Strategy-based team leadership & client portfolio management skills

Ability to multi-task & prioritize tasks, despite competing needs, in a fast-paced environment to meet deadlines

Demonstrated problem solver and ability to handle unique customer requests

Understands the impact of decisions on company’s short and long-term goals

Ability to liaise between internal, cross-functional global teams and external clients on a day-to-day basis

Must be able to quickly develop facility with proprietary software to manage and review client tracking activity.

Very good process mapping and visualization skills and familiarity with task management tools

Technical / functional expertise

Proficient to Expert knowledge in JavaScript & HTML

Proficient to Expert knowledge in ASP, PHP, NodeJS and SQL

Proficient to Expert web development and cookie tracking skills

Experience with databases, shopping carts, FTP, RSS/XML feeds

Strong knowledge in web analytics, troubleshooting tracking code and transaction reporting

Experience with ad tag management platforms and e-commerce solutions

Experience in mobile app tracking and Software Development Kit (SDK) implementations

Solid proficiency in Microsoft Office Suite for client-ready reports & presentations

Five Principles for Success

Rakuten Group has an unswerving commitment to building an egalitarian society by empowering individuals and companies to be successful in business and in life. The Five Principles for Success are designed to keep each of us on track, to ensure we make continuous progress toward our ultimate goals.

Always Improve, Always Advance

There are only two kinds of people in the world:
Best Effort people are satisfied with the status quo; when they fail, they console themselves by saying “I did my best.”

Get Things Done people are absolutely committed to reaching their goals.

With enough determination and effort—by being a Get Things Done person—you can achieve anything.

Passionately Professional

Rakuten is an organization composed of true professionals.

Real professionals in any field—whether in sports, the arts, science, business or anything else—only reach the top because they have the self-discipline to develop and improve themselves continuously.

Only by consistently working many times harder than our competitors can we consistently win.

Hypothesize → Practice → Validate → Shikumika

Success in business depends on making and executing concrete specific action plans.

Maximize Customer Satisfaction

Rakuten is first and foremost a service company. We’re proud to serve our customers and we ceaselessly seek to improve their experience.

Speed!! Speed!! Speed!!

The internet makes the window of opportunity for every small business. Accomplish in one month what it takes other companies a year to do, because we can only win by being many times faster than our competitors.

#LI-CW1



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