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Manager, Implementation Services

Rakuten Advertising

Last Updated: 10/01/21

Job Description

As Manager, Implementation Services you are responsible for overseeing the Rakuten Affiliate Network tech implementation team (US, UK, AU). This team is responsible for supporting our client’s technical needs throughout the account lifecycle. 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’re tasked with effectively managing Rakuten Marketing team members, driving initiatives & providing solutions to improve internal & external processes that will benefit your team members, Rakuten Marketing clients and/or the global business. Your ongoing goal is to provide a positive customer experience within and outside of Rakuten Marketing.

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 Marketing Implementation solutions.

 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
 Provide and/or facilitate training for the Implementation Launch team to further their professional and skill development
 Identify and remove bottlenecks within both personnel and digital processes
 Contribute to continual process and people management innovation
 Assist new & existing clients with Rakuten Affiliate Network technical implementation, including: Sharing implementation instructions, confirming technical set up, tracking testing & validation
 Establish and maintain regular and appropriate communication with key external client contacts, as well as, internal colleagues and other department members
 Learn and understand the full capabilities of Rakuten Marketing tools and technologies
 Set clear expectations and advocate for most effective implementation solution based on the campaign goals and available Rakuten Marketing technology & partnerships
 Troubleshoot, escalate and respond to client tracking and reporting inquiries & requests, as appropriate
 Manage post-launch tracking inquiries, to maintain tracking integrity and protect revenue
 Analyze & improve the client launch process where opportunity exists or business needs change
 Create and Maintain launch process documentation and define best practice guidelines to support the client’s lifecycle and internal team’s workflows
 Identify potential new tracking solutions to be reviewed by the Product Development team

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 1+ year 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.

 Effective team advocate and collaborator
 Be thoughtful about both people and process; Ability to multi-task & prioritize tasks, despite competing needs, in a fast-paced environment to meet deadlines
 Strong commercial awareness, Shows good judgement
 Collaborative, inclusive approach within an international and highly engaged team
 Strong project management skills; Can work independently and as part of a team
 Demonstrated problem solver and ability to handle unique customer requests
 Ability to liaise between internal cross-functional teams and external clients on a day-to-day basis
 Able to translate client requirements into technical specifications
 Experience with any web programming language: ASP, PHP, Java (Specifically JS), etc.
 Experience with databases, shopping carts, SQL, FTP, RSS/XML feeds
 Solid familiarity with the internet marketing practices & technologies and web enabled communications (chat, email, Instant Message).
 Strong verbal, written, presentation & relationship-building skills - internal/external
 Excellent time management, follow-up and organizational skills. Attention to detail is priority
 Must be able to quickly develop facility with proprietary software to manage and review client tracking activity

Technical / functional expertise
 Proficient in JavaScript & HTML
 Proficient in PHP, NodeJS and SQL
 Strong web development and cookie tracking skills
 Strong knowledge in web analytics, tracking and reporting
 Adept at troubleshooting tracking code
 Experience with digital marketing and basic concepts of affiliate, display and/or search marketing
 Experience with ad tag management platforms and e-commerce solutions
 Experience with mobile & online to offline advertising concepts & tracking methods
 Solid proficiency in Microsoft Office Suite – Word, Excel and PowerPoint for client-ready reports & presentations

Company Details

New York, New York, United States
About Rakuten Advertising: 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...