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Head of Marketing, Customer Retention

Marketing | San Mateo, CA | Full Time

Job Description

Viki, a Rakuten Company (Japan Stock Exchange: 4755), is a global TV site with more than tens of millions of viewers a month watching the world’s primetime TV and movies, subtitled in over 200 languages by a 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 Head of Marketing, Customer Retention for Rakuten, the parent company of Viki Inc. The role requires overseeing, developing and implementing fact based, data, insight driven retention and advocacy strategies that optimize customer retention. This role will lead the vision, strategy and team responsible for marketing programs that support the goals of improving retention and advocacy. This role will be based in San Mateo, California and will work closely with teams based in Rakuten's global HQ in Tokyo, Japan. Essential duties and responsibilities may include, but are not limited to:

  • Build a central team of marketing, site and analytics experts to lead the development of the customer and customer experience
  • Cultivate an environment where associates respect and adhere to company standards of integrity and ethics
  • Develop and implements strategies to attract and maintain a highly skilled and engaged workforce
  • Develop and leverage internal and external partnerships and networks to maximize the achievement of business goals
  • Develop and manage budget in area of responsibility
  • Develop leaders and team members in countries and Global eCommerce (GEC) benchmarking team and improve performance
  • Drive the development of each market's marketing capability
  • Lead the Global eCommerce (GEC) market shared services organization
  • Provide leadership and expertise
  • Provide overall direction for Marketing, Site and Analytics


  • Bachelor's degree in Business or related field
  • MBA or advanced degree preferred
  • 8+ years experience in CRM and retention
  • Extensive industry experience in CRM/database marketing
  • Deep knowledge of Tableau, Omniture, Google Analytics, and/or other analytical tools
  • Built and led teams and influenced broader cross-functional teams
  • Previous eCommerce industry experience strongly preferred
  • Open to travel, domestic and international, as needed

Rakuten Group of companies also includes Viber, eBates, Kobo and more; reaching a global audience of nearly 1 billion users. This is an excellent opportunity to join a medium-sized team and make a difference as we scale.


Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Viki are considered property of Viki and are not subject to payment of agency fees