Senior Manager, CRM Lifecycle

Company: Rakuten Kobo Inc.
Location: San Mateo
Posted on: November 5, 2024

Job Description:

Senior Manager, CRM Lifecycle
Job Description:
Rakuten Group, Inc. is the largest e-commerce company in Japan, and third largest e-commerce marketplace company worldwide, with over 1.5 billion registered users worldwide. The Rakuten brand is recognized worldwide for its leadership and innovation, and provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing and professional sports. The company is expanding globally and currently has operations throughout Asia, Western Europe, and the Americas.
Rakuten Viki is a premier global entertainment streaming site where millions of people discover and consume primetime shows and movies subtitled in more than 200 languages, by our community of fans. With billions of videos viewed and more than 1 billion words translated, Viki brings global entertainment to fans everywhere!
We are in search of a (Senior) Marketing Manager, CRM Lifecycle, based in the San Francisco Bay Area. He/She/They will be responsible for developing strategies and implementing programs to activate, engage and retain our users centered around data-driven and customer-centric practices.
Who Are You?
You are a critical thinker who loves delving into customer journeys and possesses strong analytical skills and business acumen. You are a creative strategist that turns insights into enticing marketing campaigns with impact. You are someone who is detail-oriented in execution but also can see the big picture. You have great interpersonal and communication skills, experience working cross-functionally across various teams and have managed/trained individuals in their career for success.
Key Responsibilities Include:

• 
  
• Own the global strategy, testing and execution for all CRM/Lifecycle campaigns that deliver measurable business impact.
  
• Engage with our consumers and volunteer community across various touch points (email, push, in-app, content cards), optimizing on the right channel mix and frequency of efforts and driving towards activation, engagement, retention, monetization and growth.
  
• Create and define the segmentation strategy that enables personalization at scale.
  
• Drive creative strategy and execution across channels and journeys both for our viewer and contributor communities.
  
• Produce, share and present strategy, results and insights to senior leadership and across the organization.
  
• Collaborate with the analytics team to create reporting and dashboards in order to better understand CRM performance and create transparency across the organization.
  
• Ensure best practices and continue to improve the workflow of the CRM team, identifying operational efficiencies and vetting 3rd party tools to support team goals.
  
• Work across teams (UA, Product, Community, Customer Experience, Analytics, Finance & Legal) and time zones (US, Singapore & Korea) to gain alignment and contribute to company OKRs.
  
• Develop a small team of marketers and ensure their continued development and growth within the organization.
  
  Requirements:
  
  • 
    
  • Bachelor's Degree.
    
  • 6+ years CRM experience.
    
  • In-depth knowledge in digital marketing, especially in omni-channel CRM/Lifecycle marketing and retention/engagement strategies and personalization tactics.
    
  • Strong analytical prowess with proven ability to derive insights that create actionable initiatives.
    
  • Solid understanding of testing frameworks and methodologies and the ability to design end to end experiments.
    
  • Ability to effectively prioritize and execute tasks in a fast-paced environment.
    
  • Critical thinker with a problem-solving mindset.
    
  • Strong storyteller with experience building compelling and creative campaigns.
    
  • Excellent interpersonal, presentation, communication, and writing skills.
    
  • Experience using CRM automation tools (Braze or similar) and analytics & data visualization tools (i.e. Looker, Amplitude).
    
    Preferred Qualifications:
    
    • 
      
    • Strong understanding of media landscape, specifically in streaming and subscription based services.
      
    • Interest in Asian entertainment.
      
    • Prior experience working with international audiences and/or online communities.
      
    • Fluency in Portuguese or Spanish (not mandatory).
      
      Compensation: At the time of posting, Rakuten expects the base salary for this role will be between $99,360 - $161,612. Individual compensation will vary based on job-related factors, including the skills, qualifications, and experience of the successful candidate as well as business need and geographic location. The successful applicant for this role will be eligible for discretionary bonus, health, vision, dental insurance, 401k matching, PTO, Volunteer Time Off (VTO), and other employee benefits as the company implements.
      Rakuten is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. Women, minorities, individuals with disabilities and protected veterans are encouraged. #LI-DNI
      Five Principles for SuccessOur worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.Always improve, Always Advance - Only be satisfied with complete success - KaizenPassionately Professional - Take an uncompromising approach to your work and be determined to be the bestHypothesize - Practice - Validate - Shikumika - Use the Rakuten Cycle to succeed in unknown territoryMaximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smileSpeed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team
      Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Rakuten considers applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
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Keywords: Rakuten Kobo Inc., Fremont , Senior Manager, CRM Lifecycle, Executive , San Mateo, California