Manager, Client Services, Travel

Job Description:

Rakuten Group, Inc. is a global leader in internet services and has a diverse ecosystem spanning across e-commerce, fintech, communications and more serving approximately 1.8 billion members worldwide. Founded in Tokyo in 1997, the Group operates in over 30 countries and regions with more than 30,000 employees.

Based in Singapore's Central Business District, Rakuten Asia Pte. Ltd. serves as the regional headquarters for Asia, driving value through areas such as advertising product development, product strategy, and data management to support Rakuten Group's global ecosystem.

Learn more at: https://global.rakuten.com/corp/

The division you will be working for is Rakuten Advertising. Rakuten Advertising leads the industry in delivering performance-driven, brand-driven and people-driven ad solutions. We help the world’s top brands connect with unique, highly engaged audiences – from first impression to final sale. At Rakuten Advertising, our calling card is outthinking the competition and outperforming your expectations. Our experienced and award-winning full-service teams work to create the best ad experiences for brands, audiences and affiliates alike – one where people get the right message at the right time to drive attention, action, loyalty and value.

In this role, you will be responsible for high-level relationship management and strategic partnerships with clients. You will serve as the primary managerial point of contact and client liaison throughout the delivery of client service engagements or outsourced solutions. You will be strategically focused and responsible for client satisfaction, establishing open communication channels with assigned clients, and handling the overall management of client relationships.

Responsibilities:

Manages the team’s daily operations, ensuring alignment with departmental goals and delivering measurable results within established timelines.

Develops tactical and operational plans to support client relationship management objectives, addressing team needs and prioritizing resources effectively.

Ensures compliance with industry standards and organizational policies, maintaining a high level of integrity in client interactions and processes.

Benchmarks client relationship strategies against industry best practices, identifying opportunities for improvement and innovation.

Defines metrics and performance standards for the team, monitoring progress and implementing adjustments to achieve targets.

Collaborates with internal and external stakeholders to resolve client issues, build trust, and enhance satisfaction across multiple touchpoints.

Advises with managers to align on departmental objectives and ensure consistency in client relationship strategies.

Hires and develops team members, providing mentorship and fostering a culture of continuous improvement and professional growth.

Audits team activities and client engagement processes, identifying areas for optimization and implementing necessary improvements.

Key priorities include:

Supporting strategic Travel client relationships across Asia

Driving account growth, retention, and expansion opportunities

Coordinating Travel industry initiatives and market insights

Leading the Travel Blueprint programme and vertical strategy development

Supporting new business opportunities within the Travel sector

Aligning regional teams around Travel growth priorities

Key Responsibilities

Serve as the regional lead for the Travel vertical across Asia

Drive execution of Travel growth strategies and initiatives

Support key Travel client relationships and executive stakeholder engagement

Identify growth opportunities across existing and prospective Travel advertisers

Work closely with Client Services and Sales teams on account expansion plans

Develop Travel industry insights, trends, and thought leadership content

Lead cross functional collaboration on Travel related projects and initiatives

Represent Rakuten Advertising at Travel industry events and client meetings

Key Success Measures

Travel revenue growth and retention across Asia

Successful management and growth of strategic Travel accounts

Delivery of Travel Blueprint initiatives and industry programmes

New business opportunities influenced within the Travel sector

Client satisfaction and executive relationship development

Cross functional alignment and execution of Travel priorities

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

5 to 8+ years of experience in digital marketing, affiliate marketing, partnerships, travel, or eCommerce industries

Strong stakeholder management and client facing experience

Experience working with Travel brands, airlines, hotels, OTAs, loyalty programmes, or related sectors preferred

Strong project management and cross functional leadership capabilities

Commercial mindset with the ability to identify growth opportunities