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 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