Planning and Strategy Member (Planning duties concerning customer satisfaction improvement)- Energy Division

Job Description:

Business Overview

Rakuten is Japan's largest marketplace and Internet ecosystem, offering a wide range of more than 70 services, including e-commerce, travel, banking, fintech, food delivery, golf, insurance, instant messaging, and mobile networking. Rakuten offers more than 140 services worldwide, of which Communications & Energy Company is the division that operates the cell phone business and other telecommunications and electric energy-related businesses.

Please see below for a list of Communications & Energy Company's services*.

https://corp.rakuten.co.jp/about/company/communications_energy.html

Department Overview

As a retail electricity provider of the Rakuten Group, Rakuten Electricity provides "Rakuten Denki," an electricity service for general households, and "Rakuten Gas," a city gas service. Rakuten Electricity is expanding its services to become the No. 1 new electric power company by providing a safe, convenient, and affordable experience close to its users.

The service features a simple design with a basic charge of zero yen and a single metered charge based on the amount of electricity used, instead of the complicated and difficult electricity rate plans of the past. The service allows customers to receive Rakuten points based on their electricity bills and to pay their electricity bills with the points.

Furthermore, the digitization of the energy field is expected to continue in the future, including the digitization of electricity meters, the development of mobile communication technology, and the spread of IoT and AI. With the spread of distributed power resources such as solar power generation, storage batteries, and electric vehicles, virtual power plants (VPPs) can be used to control and optimize power supply and demand, bundle power sources generated by each household, and mutually trade power. I can also imagine a future where this is done. Against this backdrop, we aim to establish a new power platform by leveraging Rakuten Group's IT technology and big data.

Position:

Why We Hire

Recruitment of additional staff.

From 2023, we will select the service development of the business and focus on the points where Rakuten Group's strength of personalized x online can be demonstrated, and the business scale is several tens of billions of yen with stable revenue growth in 2023 and 2024.

Position Details

This role involves conducting research, planning, and execution with the key performance indicators (KPIs) being the churn rate and customer satisfaction/Net Promoter Score (NPS) for customers currently contracted with Rakuten Denki.

Specifically:

- Quantitative and qualitative user analysis and research (utilising behavioural data, profiles linked to Rakuten membership information, Rakuten Denki contract data, and other survey data)

- Regular data aggregation (implementing NPS surveys and systematising the collection of user feedback via transaction-based surveys)

- Planning user communication strategies (based on customer journey analysis and findings, devising improvements to customer pain points and gains)

- Organising key issues for planning projects, task management, and schedule management

Work Environment

Consumer Service Group

Number of persons: 2

Composition: Men and women in their 30s-40s

All are mid-career hires, and some have no experience in the energy industry.

Mandatory Qualifications:

- Work experience in enhancing customer satisfaction

or experience in planning, strategy, analysis, marketing, etc.

Desired Qualifications:

- Business level English

#business #strategyplanning

#serviceplanner #communicationsandenergy 

Languages: