Director, U.S. Consumer Acquisition and Engagement (CAE), Program Management
Remote
| Employer: | Mastercard |
| Category: | Management |
| Job Type: | Full Time |
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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, U.S. Consumer Acquisition and Engagement (CAE), Program Management Director, U.S. Consumer Acquisition and Engagement (CAE), Program Management Overview MasterCard CAE provides a wide range of loyalty, personalization and marketing services assets including the design, implementation and operations of cardholder loyalty programs as well as cardholder promotions, benefits and insurance services. These solutions enable issuers to reward, protect and assist cardholders driving overall card usage, retention and brand preference. The U.S. CAE team is a highly collaborative organization, and this role will interface with various roles and disciplines within North American and global teams to serve our clients. The core objectives of the role are: • Develops and leads client loyalty programs which includes: program management, strategic planning, campaign & marketing plans, P&L forecasting and client relationship building • Strategically grows client business through identifying pain points and providing additional loyalty solutions • Represent Mastercard as the "One Voice" (primary contact). Lead resource at Mastercard to manage and oversee the cardlinked program. Primary relationship owner and contact for specific cardlinked program partner • Oversight on the operations including cross-functional team members and vendors (including Brandmovers) • Primary contact and point of escalation for any issues • Provides thought leadership and strategic direction for partner • Manages and prioritizes product backlog in partnership with partner • Monitors, manages and reports on program KPIs • Conducts QBRs with partner Do you have a passion for loyalty, rewards, personalization, innovation or payments? Do you love interacting with customers and providing consultative recommendations on ways to improve their products and strategies in a constantly changing environment? Are you motivated to be a part of innovative, creative and results driven organization? Do you thrive in an ever changing and fast paced environment? Role • Build and maintain strong, long-lasting customer relationship developing a trusted advisor relationship with US Cardlinked Program Partner and Mastercard stakeholders such as customer account managers (USMD), Data & Services, customer delivery, implementation and operations teams • Supports all aspects of clients rewards program which includes program & solution design, solution assessment, business rules, program revenue, campaign design and management, cardholder user experience, customer service management, reward and logistics oversight, reporting and analytics • Ensures the timely and successful delivery of our solutions according to customer needs and objectives • Supports and develops business reviews - regular client meetings to ensure consistent quality delivery of program performance and identifies new opportunities to drive retention and increase account revenue • Supports internal financial planning and budgeting for a portfolio of accounts, measure and manage account performance against KPIs • Provides project oversight, management and coordination with cross-functional teams • Participates in internal account planning with US Merchant Development (USMD), Data & Services and Customer Account Managers (CAMs) contributing to product planning sessions to build awareness and knowledge and identify opportunities for growth • Support solution development efforts that best address customer needs, while coordinating the involvement of all necessary cross functional teams • Provides customer feedback that will drive new product development and enhancements to meet client needs in the U.S. market and works with Product and Platform teams • Maintains account budgets and forecasts and is responsible for establishing and monitoring revenue projection goals • Drives and maintains high customer satisfaction ratings that meet company standards All About You • The ideal candidate will have 10+ years of experience working with or managing merchant and consumer loyalty programs • Account management experience working with various levels - internal and external • Previous card linked offering marketing or related digital marketing experience preferred • Understanding of sales strategy development and sales pipeline management • Demonstrated ability to act with a persistent and relentless sense of urgency • Ability to explain complex technical solutions in a clear and concise manner • Proven ability to manage multiple projects at a time while paying strict attention to detail • Excellent verbal, presentation, and written communication skills with ability to effectively communicate to many audiences, from technical resources to client marketing leads • Excellent listening and presentation skills • Analytical Thinking/Problem Solving • Bachelor's degree required, advanced degree preferred • Competency with Microsoft Office including Word, Excel, and PPT • Location - Purchase, NY or Remote • Travel Required - 25% Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. 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:
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