Director - Loyalty Customer Success Lead

MasterCard; Riyadh; On-site; SAR 650,000 - 980,000; Full time

Job summary

Mastercard Loyalty Solutions seeks a Director Program Management EEMEA to lead post-sale customer success for a regional portfolio across West Arabia and Africa. You will drive platform adoption, customer value and long-term growth, coordinating with Sales, Product and Delivery to influence KPIs including renewals and NPS.

You will manage Rewards, Offers and program operations across markets, ensuring delivery excellence in a matrix environment and mentoring a regional team for strong outcomes.

Qualifications

• 8–10 years in customer success, account management, program management, or consulting for enterprise SaaS.
• Proven experience with loyalty, CRM, marketing or customer engagement programs, or related fintech solutions.
• Proven track record of hitting renewal targets and retaining long-term contracts.

Responsibilities

• Drive regional adoption and value by executing customer success plans.
• Relationship management with key accounts across Marketing, CRM, Loyalty, and executive teams.
• Provide strategic guidance to shape client program roadmaps and regional best practices.
• Establish portfolio governance with reviews and performance reporting.
• Drive growth and retention, support renewals and identify expansion opportunities.
• Lead and develop a high-performing regional team with clear goals and feedback.

Skills

Commercial acumen

Executive communication

Analytical thinking

People leadership

Tools

Salesforce

Job description

Mastercard s Loyalty Solutions team is seeking a Director Program Management EEMEA to lead post sale customer success delivery for a regional portfolio of issuers merchants and partners in the West Arabia and Africa Division This role is accountable for helping customers realize measurable business outcomes through our loyalty rewards and customer engagement solutions driving platform adoption customer value and long term growth The Director will lead a team across the region supporting Rewards Offers and program operations and implementations ensuring strong delivery quality and operational excellence across markets with varying levels of loyalty maturity The role will partner closely with Sales Product and Delivery to influence key commercial and customer KPIs including renewals retention ARR expansion and NPS and will build senior client relationships to maintain momentum mitigate risk and identify new value for customers and Mastercard Success in this role requires deep expertise in digital marketing loyalty best practices and complex program management Candidates with superior communication and collaboration skills are a must as is the ability to align resources and solve complex problems in a matrixed environment

Role-Key Responsibilities

• Drive Regional Adoption amp Value Define and execute customer success plans across the region to drive measurable improvements in engagement retention and program performance Monitor KPIs and trends across the portfolio and coach team members to deliver insights and recommendations to clients
• Relationship Management Serve as a senior point of contact for key accounts and engage as an account sponsor for select strategic clients Build trusted relationships with stakeholders across Marketing CRM Loyalty and executive teams to ensure alignment on objectives and value realization
• Strategic Guidance Provide thought leadership and data-driven insights to shape client program roadmaps and regional best practices Build feedback loops to bring market insights to Product Sales and Delivery teams to improve offerings and execution
• Program Governance Establish and run portfolio governance including business reviews performance reporting and customer health risk management Drive adoption of consistent data-driven approaches to value tracking issue escalation and remediation plans
• Growth amp Retention Drive upsells renewal readiness and retention outcomes across the portfolio Partner with Sales and Account Management to support renewals and identify expansion cross-sell opportunities Contribute to forecasting and pipeline health by surfacing risks and value stories early
• Leadership amp Development Lead mentor and develop a high-performing regional team through regular 1 1s coaching plans and timely performance feedback Set clear goals and expectations create growth opportunities and reinforce consistent delivery standards and ways of working

About You

Experience

8 10 years in customer success account management program management or consulting for enterprise SaaSStrong experience with loyalty CRM marketing or customer engagement programs or related fintech solutionsProven track record of hitting renewal targets driving incremental value and retaining long-term contractsExpertise overseeing or closely partnering with operations delivery or similar functions in a complex cross-functional environment

Skills

Strong commercial acumen with the ability to link loyalty program success to financial and business outcomes Excellent executive communication and presentation skillsHighly analytical and comfortable using data to inform strategy and recommendationsProven people leadership skills including leading managers and or senior individual contributors across multiple markets and influencing in a matrixed environment

Technical Knowledge

Familiarity with loyalty platforms rewards ecosystems CRM tools and marketing and financial technology APIs integrations etc High degree of comfort working with analytics dashboards and translating insights into action

Attributes

Empathy and a strong ability to understand customer goals and needsStrategic proactive outcomes-oriented

Preferred Qualifications

Experience with loyalty program design and optimization Knowledge of data-driven marketing strategies Familiarity with tools such as Salesforce loyalty platforms and analytics solutions

Corporate Security Responsibility

All activities involving access to Mastercard assets information and networks comes with an inherent risk to the organization and therefore 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 and Complete all periodic mandatory security trainings in accordance with Mastercard s guidelines

Experience8 10+ years in customer success, account management, program management, or consulting for enterprise SaaSStrong experience with loyalty, CRM, marketing, or customer engagement programs, or related fintech solutionsProven track record of hitting renewal targets, driving incremental value, and retaining long-term contractsExpertise overseeing or closely partnering with operations, delivery, or similar functions in a complex cross-functional environment.SkillsStrong commercial acumen, with the ability to link loyalty program success to financial and business outcomes.Excellent executive communication and presentation skillsHighly analytical and comfortable using data to inform strategy and recommendationsProven people leadership skills, including leading managers and/or senior individual contributors across multiple markets and influencing in a matrixed environmentTechnical KnowledgeFamiliarity with loyalty platforms, rewards ecosystems, CRM tools, and marketing and financial technology (APIs, integrations, etc.)High degree of comfort working with analytics dashboards and translating insights into actionAttributesEmpathy and a strong ability to understand customer goals and needsStrategic, proactive, outcomes-orientedPreferred QualificationsExperience with loyalty program design and optimization. Knowledge of data-driven marketing strategies. Familiarity with tools such as Salesforce, loyalty platforms, and analytics solutions.