Director - Loyalty Customer Success Lead - West Arabia & Africa

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 and 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 Director - Loyalty Customer Success Lead - West Arabia & Africa Overview 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 & 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 & 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 & 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 o 8–10+ years in customer success, account management, program management, or consulting for enterprise SaaS o Strong experience with loyalty, CRM, marketing, or customer engagement programs, or related fintech solutions o Proven track record of hitting renewal targets, driving incremental value, and retaining long-term contracts o Expertise overseeing or closely partnering with operations, delivery, or similar functions in a complex cross-functional environment. • Skills o Strong commercial acumen, with the ability to link loyalty program success to financial and business outcomes. o Excellent executive communication and presentation skills o Highly analytical and comfortable using data to inform strategy and recommendations o Proven people leadership skills, including leading managers and/or senior individual contributors across multiple markets and influencing in a matrixed environment • Technical Knowledge o Familiarity with loyalty platforms, rewards ecosystems, CRM tools, and marketing and financial technology (APIs, integrations, etc.) o High degree of comfort working with analytics dashboards and translating insights into action • Attributes o Empathy and a strong ability to understand customer goals and needs o Strategic, 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.