Job Description:
Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company's mission to delight merchants and customers through innovation, optimism, and teamwork.
Rakuten Rewards is a leading e-commerce company that enhances the way people shop by offering Cash Back, deals and rewards from more than 3,500 merchants. Founded in 1999, Rakuten has grown to become the go-to shopping destination for consumers, having paid out nearly $2 billion in Cash Back to its 15 million members. The company also operates ShopStyle, a leading fashion discovery destination, and Cartera Commerce, a top rewards platform for airlines and banks. For more information, visit www.rakuten.com.
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Summary
Rakuten is seeking a dynamic and experienced Sr. Director of Member Services to lead and evolve our Member Services Department. This senior leadership role is pivotal in ensuring exceptional service delivery to our valued members and driving adaptation to an evolving business climate. This role requires a strategic and data-driven thinker with a strong background in customer service management, organizational development, and business operations. The ideal candidate will have a proven track record of managing large teams, delivering strategic initiatives, and driving member satisfaction in a fast-paced and growth-oriented environment. This role will report to the Sr. Vice President, Operations, and will manage a large and remote U.S. Midwest-based workforce.
Responsibilities
- Direct, mentor, and develop a high-performing Member Services leadership team.
- Foster a member-centric culture that prioritizes customer satisfaction and continuous improvement.
- Develop and implement strategies to scale and adapt the Member Services organization in response to changing business conditions and member needs.
- Utilize data and analytics to monitor performance, identify trends, and make informed decisions to improve service delivery and optimize spend.
- Champion the voice of the member within the organization, especially at the senior leadership level.
- Develop and maintain executive communications, providing regular updates on Member Services performance, challenges, and strategic initiatives.
- Collaborate with Member Services leadership to establish clear performance expectations for team members.
- Stay abreast of industry trends and emerging technologies to ensure the company remains at the forefront of customer service innovation.
- Drive the adoption of new tools and platforms to improve the member and agent experience.
Skills and Experience
- MBA degree.
- Minimum of 10 years of experience in customer or member service, with at least 5 years in a senior leadership role.
- Proven track record of successfully leading and managing large, geographically dispersed customer service teams.
- Strong analytical skills, with the ability to use data to drive decision-making and improve service delivery and optimize spend.
- Superior strategic thinking, problem-solving, and decision-making skills.
- Excellent leadership and people management skills, with a focus on change management and team development.
- Exceptional communication skills, both written and verbal, with the ability to effectively communicate with executive leadership.
- Knowledge of industry best practices and regulatory requirements in customer service.
- Demonstrated ability to work collaboratively with cross-functional teams and influence stakeholders at all levels of the organization.
#LI-CW1
Five Principles for Success
Our 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 - Kaizen
Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
Hypothesize - Practice - Validate - Shikumika - Use the Rakuten Cycle to succeed in unknown territory
Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
Speed!! 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.
At the time of posting, Rakuten expects the base compensation for this role to be within the range shown below. 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.
USD $113,157.00 - $211,032.00 annually