Manager – Program Management, Consumer Acquisition and Engagement

Mastercard; Ciudad de México; Presencial; MXN 1,480,000 - 2,222,000; Jornada completa

Descripción de la vacante

A global financial services company seeks a Manager for Program Management in Consumer Acquisition and Engagement. You will lead a team across Mexico and Central America, focusing on customer performance and innovative solutions. The ideal candidate has over 10 years of experience in program management, strong leadership skills, and is fluent in both English and Spanish.

Formación

• 10+ years of overall experience with at least 5+ in program management or customer success.
• Fluent in English and Spanish.

Responsabilidades

• Lead a team across Mexico, Central America and The Caribbean.
• Monitor customer performance and prepare documents showcasing product value.
• Work with stakeholders to identify business opportunities.
• Promote continuous improvement and service usage.
• Support the development of internal knowledge documents.

Conocimientos

Customer-facing experience

Leadership skills

Data driven mindset

Strong interpersonal communication

Educación

Bachelor’s degree in Business or related field

Advanced degree

Descripción del empleo

Overview

Manager – Program Management, Consumer Acquisition and Engagement

Mastercard’s Services organization is a key growth engine, delivering innovative solutions that help our customers thrive. By integrating proprietary data, cutting-edge technology, expert insights, and strategic expertise, Services plays a critical role in driving Mastercard’s differentiation and business growth. We work side by side with our clients as a key lever for them to grow their business with innovative and technological solutions.

Within the Services organization, Consumer Acquisition & Engagement places Mastercard at the heart of our customers’ B2C and B2B Lifecycle Management strategy. We help our customers acquire, engage, and retain customers with end-to-end services and platforms solutions.

The Consumer Acquisition & Engagement (CA&E) team focuses on products and solutions that address dynamic market needs. We are looking for a Manager – Program Management for North LAC, who will lead Program Management in the division and maintain relationships with key customers and markets, consistently innovating and problem-solving to drive our CA&E strategy forward. The ideal candidate should possess a passion for demonstrating the value of CA&E Solutions, enhancing customer experience and nurturing the relationship with our strategic clients, scoping expansion opportunities, be highly motivated, have an analytical and intellectually curious mindset.

Role

The CA&E team focuses on products and solutions that address dynamic market needs. We are looking for a Manager – Program Management for North LAC, who will lead Program Management in the division and maintain relationships with key customers and markets, consistently innovating and problem-solving to drive our CA&E strategy forward. The ideal candidate should possess a passion for demonstrating the value of CA&E Solutions, enhancing customer experience and nurturing the relationship with our strategic clients, scoping expansion opportunities, be highly motivated, have an analytical and intellectually curious mindset.

Key Responsibilities

• Lead a team of experts across Mexico, Central America and The Caribbean.
• Continuously monitor customer performance and experience. Prepare regular customer-facing documents to demonstrate the value of our products. Ensure operating customer programs with excellence, with quick and accurate responses to key stakeholders, and manage escalations and customer expectations.
• Work with internal (markets and account managers) and external (Financial Institutions, Fintechs, R&C) stakeholders in North LAC to identify business opportunities for upsell, cross-sell, and co-creation.
• Promote continuous improvement and innovation in service usage.
• Strategic liaison for new customer initiatives to drive revenue.
• Active listening and feedback loops for mutual evolution.
• Support the development of internal knowledge documents such as case studies and industry best practices. Acquire and maintain a deep understanding of supported services to train customers and internal stakeholders.

All About You

• Customer-facing experience
• Experience in the delivery of large, complex projects/programs of diverse sizes in a cross-functional, multicultural environment.
• Proven experience in Loyalty Programs/Platforms. Knowledge in lifecycle management is a plus.
• Strong business acumen and a track record of delivering innovative, customer-centric solutions.
• Demonstrated Leadership skills influencing high performance teams.
• Deep understanding of consumer, industry, and market trends.
• Data driven mindset and analytical skills.
• Strong interpersonal communication and presentation skills.
• Ability to report on issues, risks, progress and timelines, accurately and summarize effectively, offering analysis and reliable solutions.
• Comfortable handling multiple priorities, identifying improvement opportunities and managing multiple issues under pressure.
• Attentive to details with an ability to understand and manage both operational and customer success processes.
• Growth-oriented and adaptable, thriving in fast-paced, rapidly evolving environments.
• International and matrixed organizational experience is highly desirable.

Qualifications

• Bachelor’s degree in Business, Economics, Engineering, Analytics or related field required; advanced degree is a plus.
• 10+ years of overall experience with at least 5+ in program management or customer success— preferably in a global, matrixed organization.
• Fluent in English and Spanish.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with inherent risk to the organization. It is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.