Manager, Customer Acquisition & Engagement (SEA)

Mastercard; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading global payment technology firm is seeking a Manager for Customer Acquisition & Engagement in Kuala Lumpur. This role involves managing customer programs, driving engagement, and collaborating with cross-functional teams to ensure program success. The ideal candidate possesses strong project management skills and experience in the payment industry. This position offers an opportunity to drive growth and impact customer relationships significantly.

Qualifications

• Experience in project and program management, handling multiple initiatives.
• Self-motivated with a problem-solving mindset.
• Experience in international matrix organizations.

Responsibilities

• Serve as the primary client contact for program performance.
• Engage clients by sharing KPI reports and recommendations.
• Coordinate with sales specialists to document program requirements.

Skills

Project management

Problem-solving

Communication skills

Collaboration

Detail-oriented

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart, and accessible. Our technology, innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential.

Title and Summary

Manager, Customer Acquisition & Engagement (SEA)

Customer Acquisition & Engagement (CA&E) is part of Mastercard's suite of capabilities and is responsible for driving new customer acquisition, deepening customer relationships, and increasing engagement. This role focuses on managing CA&E programs with strategic accounts in Southeast Asia (SEA), executing account plans, driving program success, reviewing KPIs, managing operations, and overseeing new program implementation.

The role reports to the Director (SEA), Reward Product, Program, and Commercialization (CA&E), and involves collaboration with stakeholders across the APAC region, including product, legal, customer service, operations, and sales teams. The ideal candidate should have strong project management skills, a business analyst mindset, and the ability to work independently while identifying opportunities to increase CAE asset penetration per client.

The individual will also support the commercialization of global and regional CAE products by localizing them based on market insights and regulatory considerations.

Responsibilities

• Serve as the primary client contact, managing program performance, ensuring growth, and resolving operational issues.
• Engage clients regularly, sharing KPI reports and recommendations, and exploring opportunities for upselling or cross-selling.
• Review and assess feasibility of program enhancements or change requests in collaboration with cross-functional teams.
• Coordinate with sales specialists and solution engineers to document program requirements.
• Work with customer service, operations, and billing teams to oversee operational activities.
• Act as the main liaison for clients, coordinating with internal teams on requests and new program implementations.
• Support the team in achieving financial and revenue targets for SEA.
• Provide feedback to regional product teams and external partners for product improvements.
• Assist in building product roadmaps, commercialization strategies, and integration efforts.
• Gather market intelligence on industry trends and competitive dynamics.

Qualifications

• Experience in project and program management, with the ability to handle multiple initiatives.
• Self-motivated, independent, and problem-solving mindset.
• Experience working in international matrix organizations with diverse stakeholders.
• Detail-oriented with influencing skills across operations, support, and implementation teams.
• Strong understanding of loyalty and customer engagement needs of financial institutions, merchants, and FinTechs.
• Payment industry experience and managing customer engagement programs are preferred.
• Proven collaboration and influence skills to achieve business objectives.
• Excellent communication, presentation, and written skills.

Corporate Security Responsibility

All activities involving Mastercard assets, information, and networks carry inherent risks. Employees are responsible for information security by:

• Following Mastercard’s security policies and practices.
• Ensuring confidentiality and integrity of accessed information.
• Reporting security violations or breaches.
• Completing mandatory security trainings as per guidelines.