Global Member Support Leader Candidate - Membership Strategy Department,rakuten Insight, Inc. (A&M)

Rakuten Membership Strategy Team Leader

Since its founding in 1997, Rakuten has expanded its business scale centered on its shopping mall business "Rakuten Ichiba" and credit card business "Rakuten Card." It has also successfully launched a new telecommunications business, "Rakuten Mobile." Based on these three pillars, Rakuten has grown to ¥2.3 trillion in group revenue by fiscal year 2024.

The fourth pillar of the company's key business areas, driving the Group's future growth, is the expansion and growth of its advertising business.

In addition to its existing businesses, including its internet advertising business "Rakuten Marketing/LinkShare," its marketing research business "Rakuten Insight," and its marketing solutions business "Rakuten Data Marketing," Rakuten has a vision to create new business models by leveraging the synergies of the "Rakuten Ecosystem" and its assets, including its advertising business across more than 70 services, such as Rakuten Membership, Rakuten Points, brand power, and member data, to contribute as a unique marketing partner to its clients.

As people's lifestyles and values ​​become more diverse, the challenges in marketing research are becoming more sophisticated and complex. The Rakuten Data Solutions Department's mission is to respond to these changes and derive deeper, more fundamental insights by utilizing over 100 million pieces of big data linked by the Rakuten Group's shared ID, thereby providing new value across the entire marketing process for customers.

Within the Rakuten Group, expectations are rising for new data businesses that leverage the Rakuten Group's unique and vast data assets. In December 2024, the company reorganized to integrate Rakuten Insight, Inc., Rakuten Insight Global Inc., and the Super Mini-Baito business, creating a system for creating even stronger synergies in data utilization.

Among these, the Membership Strategy Department manages and operates Rakuten Insight's domestic and international survey membership organizations.

In Japan, new survey members are primarily acquired from within the Rakuten Group. Overseas, the Membership Strategy Department manages and operates survey membership organizations in 11 countries and regions. We primarily distribute external advertising to acquire new survey members. We also operate operational measures for existing members and manage and operate the member site and app.

We are seeking a candidate to lead our overseas membership support team. This position will lead a team of five people who handle inquiries from panels in each country and award reward points. The candidate will manage the team while working closely with the team members, aiming to improve user engagement and retention rates through hospitable service to users. Currently, building our own in-house panel is one of our key management priorities, and our mission is to build the foundation for growing our survey membership organization, which will continue to be in demand in the future, while leveraging our strengths as a company that maintains its own membership organization in the AI ​​era.

We recruit online research membership, receive their responses to online surveys, and deliver them to clients. Our product is online research membership, and we recruit new members using online advertising and social media. Members who respond to online surveys are given points as a reward.

This position is for a candidate to lead the Global Membership Support Team, which supports the panel (survey participant) experience in 11 countries and regions within our global online research business. You will lead the organization from both an operational and experience quality perspective.

Specific responsibilities:

• Designing and improving the flow for inquiries from overseas panels
• Managing and training support teams in each country
• Identifying issues and proposing improvements using inquiry data and content
• Developing experience improvement measures in collaboration with the product, quality control, and marketing teams

We expect you to contribute to business growth centered on member experience, with a perspective that emphasizes "understanding the field while implementing systems" and "considering global optimization, not local optimization."

The Membership Strategy Department consists of a total of 19 members: Japan Membership Strategy Group: 7 members, Global Membership Strategy Group: 12 members. My organization is diverse in terms of nationality, language, and cultural background. My group currently has members from eight countries and regions, and it's a work environment where I encounter new values ​​every day.

Mandatory qualifications:

• Ability to communicate in business English
• Membership management experience
• 5+ years of work experience

Desired qualifications:

• Membership management experience
• User support experience
• Marketing experience
• Project management experience in systems development/product development
• Online research industry experience
• Overseas member management experience

Additional information on location:

Futako Tamagawa Rise OfficeFutako Tamagawa Rise 13F, 2-21-1 Tamagawa, Setagaya-ku, Tokyo

Additional information on secondment:

Rakuten Insight, Inc.

Additional information on English qualification:

English requirement: Yes*TOEIC, TOEFL, IELTS, etc.*Details will be provided if you proceed to the selection process.