Director of Customer Care & Performance - Europe

Mastercard; Bray; On-site; GBP 120,000 - 180,000; Full time

Job summary

Mastercard is seeking a Director of Customer Care & Performance for Europe. You will define and execute the strategy for customer-centric operational excellence across regions, leading a high-performing team that translates incidents into measurable customer impact.

You will partner with Product, Engineering and regional teams to ensure customer competitiveness, resilience, and trust across the lifecycle, from incident detection to long-term improvements.

Qualifications

• Must have experience leading customer care or performance teams.
• Strong ability to translate incidents into business impact.
• Proven capability to drive data‑driven improvements across regions.

Responsibilities

• Define and execute strategy for customer-centric operational excellence across regions.
• Lead a high-performing team ensuring customer impact is understood and improved throughout the lifecycle.
• Partner with Product, Engineering and regional teams to position Mastercard as a leader in reliability.

Skills

Leadership

Data analytics

Stakeholder management

Customer experience

Transformation mindset

Job description

Mastercard is seeking a Director of Customer Care & Performance for Europe. You will define and execute the strategy for customer-centric operational excellence across regions, leading a high-performing team that translates incidents into measurable customer impact.

You will partner with Product, Engineering and regional teams to ensure customer competitiveness, resilience, and trust across the lifecycle, from incident detection to long-term improvements.