Director, Consumer Communications

• Serve as a senior communications advisor to internal stakeholders and executive leadership, providing a strong point of view, clear recommendations, and data-driven counsel in a fast-paced environment.
• Lead the development and execution of a cohesive global consumer communications strategy across the U.S., Canada, and the U.K., ensuring alignment across regions while allowing for local market nuance; oversee and manage external PR agencies in each market, driving strategic integration, fostering bold thinking, and holding partners accountable to performance metrics and business outcomes.
• Partner with cross-functional leaders to refine Rakuten's messaging and narrative framework, aligning communications with broader brand and business priorities.
• Identify innovative and culturally relevant ways to tell Rakuten's story, translating business priorities, product innovation, and partnerships into compelling consumer narratives.
• Identify and activate high-impact opportunities to amplify Rakuten's brand and business partnerships—including collaborations with American Express and Bilt—by developing integrated communications strategies that drive awareness, credibility, and customer acquisition.
• Partner with the Sports & Entertainment team to support communications strategies tied to marquee partnerships—including the Golden State Warriors, Golden State Valkyries, and San Francisco 49ers—shaping narratives, managing media engagement, preparing spokespeople, and amplifying culturally relevant moments that drive brand awareness, credibility, and customer acquisition.
• Lead media strategy and execution, including interview preparation, thought leadership development, media briefings, and coverage amplification.
• Create high-quality written content, including press releases, statements, Q&A, briefing materials, award submissions, and media pitches.
• Define and evolve measurement frameworks, including media quality, message pull-through, attribution, and impact on brand and growth KPIs; regularly report insights to leadership.
• Integrate AI and LLM considerations into communications strategy, ensuring earned media and brand narratives are optimized for AI-driven search and discovery.
• Support crisis communications and reputation management, partnering with global teams to protect and strengthen brand trust.

• 10-15 years of relevant experience, ideally across both agency and in-house roles at high-growth companies.
• Demonstrated experience managing global or multi-regional communications programs.
• Experience in fashion, retail, ecommerce, or consumer technology strongly preferred.

Demonstrates expertise in developing and executing global communications strategies, with a strong focus on brand narrative and stakeholder engagement. Proven ability to manage cross-functional partnerships and integrate innovative approaches to enhance brand visibility and customer acquisition.

• Global Communications Strategy
• Media Strategy and Execution
• Crisis Communications Management
• Stakeholder Engagement
• Content Creation

• Communications Strategy Development
• Media Briefing Preparation
• Measurement Frameworks
• Press Release Writing
• Thought Leadership Development

• Data-Driven Decision Making
• Cross-Functional Collaboration
• Creative Storytelling
• Strategic Thinking
• Performance Accountability

• Ecommerce
• Consumer Technology
• Fashion
• Retail
• Public Relations

• AI Integration
• LLM Considerations