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Mastercard Logo Mastercard · Sales

Director - Loyalty Customer Success Lead - Eastern Europe

Türkiye, Istanbul · Job Posted May 29, 2026

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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 Eastern European 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.

Job Responsibility

  • 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

Requirements

  • 8–10+ years in customer success, account management, program management, or consulting for enterprise SaaS
  • Strong experience with loyalty, CRM, marketing, or customer engagement programs, or related fintech solutions
  • Proven track record of hitting renewal targets, driving incremental value, and retaining long-term contracts
  • Expertise overseeing or closely partnering with operations, delivery, or similar functions in a complex cross-functional environment
  • Strong commercial acumen, with the ability to link loyalty program success to financial and business outcomes
  • Excellent executive communication and presentation skills
  • Highly analytical and comfortable using data to inform strategy and recommendations
  • Proven people leadership skills, including leading managers and/or senior individual contributors across multiple markets and influencing in a matrixed environment
  • 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
  • Empathy and a strong ability to understand customer goals and needs
  • Strategic, proactive, outcomes-oriented

Nice to have

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