Azusa
Joined Rakuten Group in March 2021, mid-career
Department…Commerce & Marketing Company
EC Solution Development Department (ECSD)
Position: EC System Consultant
Place of birth: Saitama Prefecture
Hobbies: Scuba diving, video games, knitting and embroidery
As an EC system consultant in the EC Solution Development Department (ECSD), Azusa supports merchants on Rakuten's e-commerce platform, Rakuten Ichiba.
In this interview, we spoke with her about her job as an EC system consultant to learn more about the role, what makes it rewarding, and the work environment.
INDEX
✔Proposing System Solutions for Merchants Facing Hurdles on Rakuten Ichiba
✔Honing Industry and IT Knowledge While Building Insight and Presentation Skills
Proposing System Solutions for Merchants Facing Hurdles on Rakuten Ichiba
――What led you to join Rakuten Group?
Hello, I'm Azusa, an EC system consultant.
Previously, I worked for an apparel manufacturer in wholesale sales, retail sales, and e-commerce site management. I was particularly interested in the management of e-commerce sites, and I wanted to work for a company that was more deeply involved in e-commerce sites, which led me to join Rakuten Group in March 2021. Ever since then, I've been a member of the System Consulting Group of the EC Solution Development Department (ECSD).
I never enjoyed science subjects in middle or high school, and I studied liberal arts in college, so it even surprises me that I'm now working in tech.
Right now, I'm enjoying life both at work and in private, spending my free time playing games and doing crafts with my friends. I also take the occasional trip overseas to go diving.
――What kind of work does the Systems Consulting Group do?
The Systems Consulting Group contributes to business growth and expansion by proposing appropriate system solutions for internal and external clients and helping them solve any issues they may have.
When we receive inquiries from merchants on Rakuten Ichiba, we conduct detailed interviews regarding system-related issues and make proposals that we believe are best suited to the merchant's situation.
We also handle consultation requests from internal departments related to the Rakuten Ichiba system.
――Can you go into further detail about the merchant solution proposals?
Merchants on Rakuten Ichiba use the merchant management system, Rakuten Merchant Server (RMS). Merchants can use RMS to manage products, orders and inquiries, but sometimes the sales team responsible for merchants receives system-related inquiries, such as requests to reduce the workload of day-to-day operations or questions about how to best integrate RMS with their own systems or other marketplaces.
For these requests, we conduct interviews with the merchant’s staff and propose methods that we believe would be optimal for them. We will sometimes also propose a non-Rakuten Group product if we determine that it would benefit the merchant.
――What kind of consultations do you receive from within Rakuten?
Product managers will sometimes come to us when they are starting new projects.
Since the System Consulting Group is the department that communicates directly with merchants, we're able to provide opinions based on how merchants are actually operating.
――What does your day-to-day work look like?
Our main role is to provide consultation services to merchants.
When sales teams first receive a consultation request from a merchant, one of our members is assigned as the primary contact.
This assigned consultant reviews the inquiry and conducts interviews with the merchant to understand the background, current situation and specific needs of the merchant.
Based on this information, we then look into what kind of proposal we can give them. We first look at their RMS settings and see if a combination of RMS features will solve the problem. Sometimes we also look for an external product that matches the merchant's needs.
――Are the proposals prepared by the EC system consultants?
The EC system consultant in charge typically prepares the proposal. However, the proposal strategy is shared and discussed with the whole team during our daily meetings. This allows us to incorporate input from other team members to develop the best proposal for the merchant.
Depending on what the proposal contains, we then determine the best way to present it, whether in a web conference, phone or email. Sometimes we also visit the merchant in person and speak directly with them.
After the proposal is made, the sales representative keeps following up with the merchant. Once the sales rep and the merchant reach an agreement, the project is complete.
――What types of professions do you work with?
In dealing with merchants, we work with the sales staff, the merchant's EC operations staff and IT staff.
When dealing with internal projects, we work with product managers, planning departments and business units.
Honing Industry and IT Knowledge While Building Insight and Presentation Skills
――What do you find most rewarding about your job?
The most fulfilling part is when a proposal I've carefully worked on for hours brings positive results to a merchant and I get positive feedback or expressions of gratitude.
The System Consulting Group works with a wide range of businesses, including ones who deal in everyday items like clothing and household goods, downloadable content like software, large items like furniture, and even second-hand goods. This variety allows me to approach each project with a fresh perspective while deepening my understanding of different industries. Since we interact directly with merchants, we’re able to get a clearer picture of their operations and approach their issue from multiple angles.
Another unique aspect of working in the System Consulting Group is the freedom to explore solutions beyond the Rakuten Group. Researching external products as well enables us to tailor proposals to each merchant’s specific needs.
――It seems like it would be quite challenging to listen to each client’s issues and provide custom proposals for each one.
You're right. I initially struggled after joining the company because there is no one way to do things in the Systems Consulting Group. It requires critical thinking and adaptability to find the best solution for each unique situation.
However, the group also has its own guiding principles and a structure that ensures all members approach projects with the same values. We also receive strong support from managers and senior colleagues. As I became more familiar with the group’s principles and made it a habit to reflect on whether I was making logical decisions, I gradually gained more confidence in my decision-making.
――What experience and skills do you gain by working as an EC consultant for Rakuten Group?
System consultants must understand the merchant's situation before making a proposal. Therefore, as you engage in the work, you will naturally acquire listening, insight, information organization, thinking and presentation skills.
You also hone your knowledge of computers and systems, as the main focus of our team is systems-related consultations.
――Does this position require prior in-depth computer knowledge?
Since this role centers on system consultations, being comfortable with computer systems is a must. Even if you don't have extensive knowledge of computers and systems at first, the System Consulting Group provides training, and you'll gain skills and knowledge as you work.
I myself didn’t know much about computers when I started, but I picked it up on the job.
――What kind of person do you think is best suited for this kind of work?
Although the Systems Consulting Group is a development department, it also has a sales-like component. So, strong communication skills with both internal colleagues and external contacts are essential.
Also, people who have experience identifying the principal issues through interviews with the merchant’s staff, making appropriate proposals, and smoothly reaching agreements are well-suited .
――Since the proposals need to be tailored to each merchant's situation, it sounds like flexible thinking is important as well.
Yes, sometimes we run into issues that can’t be ironed out with simple, straightforward methods. I think people who can think independently and have experience coming up with ideas to overcome difficult situations can thrive in the System Consulting Group.
――Please share a message to those who are interested in working as an EC system consultant at Rakuten Group.
Rakuten Ichiba is working on new things every day, so all sorts of consultations come to the System Consulting Group. If you're someone who thinks proactively about what you can do to help and want to grow in an ever-changing environment, we encourage you to apply. I look forward to working with all of you!
Come work with us!
The EC Solution Development Department (ECSD) is seeking talented individuals to join our team in developing new services, managing daily operations, and driving continuous improvements. Recruitment is open for a variety of positions, including engineers and product managers. We look forward to receiving your application!
