Director, Loyalty Customer Success Lead

চাকরির বিবরণ

Mastercard's Loyalty Solutions team is hiring a Director to lead post-sale customer success delivery for a regional portfolio of issuers, merchants and partners in the West Arabia and Africa division, based in Riyadh. The role helps customers realise measurable business outcomes through Mastercard's loyalty, rewards and customer engagement solutions, leads a team supporting rewards, offers and program operations, and builds senior client relationships to influence renewals, retention, ARR expansion and NPS.

দায়িত্ব

• Define and execute customer success plans across the region to improve engagement, retention and program performance, and coach the team on insights for clients.
• Serve as senior point of contact for key accounts and account sponsor for select strategic clients.
• Provide data-driven insight to shape client program roadmaps and regional best practices, and feed market insight back to Product, Sales and Delivery.
• Establish and run portfolio governance including business reviews, performance reporting and customer health and risk management.
• Drive upsell, renewal readiness and retention outcomes, partnering with Sales and Account Management on expansion opportunities.
• Lead, mentor and develop a high-performing regional team, setting clear goals and delivery standards.

যোগ্যতা

• 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.
• Experience partnering with operations or delivery functions in a complex cross-functional environment.
• Strong commercial acumen, executive communication and presentation skills, and analytical ability.
• Proven people leadership across multiple markets in a matrixed environment.
• Familiarity with loyalty platforms, rewards ecosystems, CRM tools and analytics dashboards.

দক্ষতা

• Account Management
• Analytics
• Customer Success
• Loyalty Programs
• Program Management
• Team Leadership