CX Strategy / Product Service Planning - Rakuten Ichiba Marketing Department (C&M)

Description

Business Overview

Since its founding in 1997, Rakuten Ichiba has been driving the industry for many years as one of Japan's largest e-commerce platforms, under the mission of empowering people and society through innovation.

Department Overview

Rakuten Ichiba Marketing Department plans and executes marketing strategies to strengthen the customer base and drive sales growth for Rakuten Ichiba, Japan's largest online shopping mall with over 100 million registered members.

Marketing Planning Office is a section that works across Rakuten Ichiba services to drive mid- to long-term growth. It focuses on business strategies such as GMV forecasting and budget management, Business DX for operational efficiency, and CX strategies.

CX Strategy Group aims to become the best advocate for users, improving the overall purchasing experience through the introduction and enhancement of functions and services. The group works collaboratively with various departments, handling everything from planning to post-release growth of features.

Examples of Projects :

Formulating strategies, defining business and development requirements, and driving projects across various purchase behavior funnels.

• Identifying strengths and weaknesses based on NPS and experience satisfaction metrics.
• Enhancing navigation and UI / UX across the entire journey from visit to purchase.
• Driving user purchase motivation through features like personalized recommendations (e.g., "Recommended for You") and coupons.
• Improving user purchase processes, such as favorites, reviews, and point displays.
• Optimizing user communication processes, including inquiries, emails, app push notifications, and SNS notifications.

Position : Why We Hire

For business expansion

Position Details

Job Overview :

To strengthen marketing strategies aimed at the mid- to long-term growth of Rakuten Ichiba, you will collaborate with other departments to formulate strategies for improving CX and drive related projects.

Job Details :

You will propose new initiatives and improvements to existing services by combining insights gained from data analysis and quantitative research. Based on the plans you create, you will work closely with departments such as the editorial team, planning team, and development team to refine the details. As a project owner, you will seek approval for your proposals from managers or, depending on the scale of the project, even executives.

Group Mission :

To be the best advocate for the challenges faced by Rakuten Ichiba users and maximize user loyalty by collaborating with various business units to introduce and improve functions and services.

KPIs :

Attractions of the CX Group :

You will likely manage multiple projects at various stages simultaneously, with minimal repetitive operational tasks such as monthly updates, allowing for a high degree of freedom. On the other hand, since the approach varies depending on the project and the key stakeholders in other departments, there is no fixed method for progressing tasks. This requires the ability to propose ideas based on your own thinking and style, fostering and utilizing your skills as a generalist.

Onboarding Process in the CX Group :

You will first participate in existing products and projects to gain experience with the overall workflow. While conducting data analysis and KPI reporting, you will also work together on mid- to long-term planning and the proposal of new projects.

Work Environment

Team Structure : 4 Members

Mandatory Qualifications :

Candidates who meet any of the following criteria :

Desired Qualifications :

Others Information :

Additional information on Location

Rakuten Crimson House

1-14-1 Tamagawa, Setagaya-ku, Tokyo

Additional information on English Qualification

TOEIC Score exceeding 800 (or similar level of English ability or a University Degree earned in an English-speaking country)

If no evidence is available to prove the qualifications denoted above, taking an “TOEIC IP Test”, organized by Rakuten, during selection process is required.

business #serviceplanner #productmanager #commerce #RakutenIchiba

Languages :

English (Overall - 4 - Fluent), Japanese (Overall - 4 - Fluent)