Vice President, Loyalty Customer Success

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
Vice President, Loyalty Customer Success
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 payment choices, making transactions secure, simple, smart, and accessible. Our technology, innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential.
Role Summary
Mastercard's Loyalty Solutions team is seeking a Vice President, Program Management (EEMEA) to lead all post sale customer success activities across a diverse portfolio of issuers, merchants, and partners in the region. This leader will ensure customers achieve strong outcomes from our loyalty, rewards, and customer engagement solutions-driving platform adoption, customer value, and long term growth.
This Vice President will oversee a regional organization spanning Rewards, Offers, and program operations and implementations, ensuring operational excellence and consistent delivery of quality across markets at different levels of loyalty maturity. This leader will own key commercial and customer KPIs, including Net Revenue Retention (NRR), ARR expansion, and NPS, while building strong executive relationships that unlock new value for clients and Mastercard.
Key Responsibilities • Drive Regional Adoption & Value: Define and execute the customer success strategy across the region to drive portfolio-wide improvements in customer health and program performance. Monitor KPIs and trends across the portfolio and guide team members and team leads to deliver meaningful insights and recommendations to their clients. • Relationship Management: Serve as the executive sponsor for strategic accounts. Build trusted relationships with multiple stakeholders, including Marketing, CRM, Loyalty, and Executive teams. • Strategic Guidance: Provide thought leadership and data-driven insights to shape program strategy, both internally and externally. Establish structured feedback loops to inform product, sales and strategy. • Program Governance: Establish portfolio governance, including business reviews and performance reporting. Drive the adoption of data-driven approaches to customer health, risk mitigation, and value realization. • Growth & Retention: Own customer health and commercial KPIs. Partner with sales to identify and develop opportunities for account expansion and cross-sell Mastercard solutions. • Leadership & Development: mentor and develop a talented team across the region. • Cross-Functional Leadership: Act as the central coordination point across Sales, Product, Studio, Operations, and Finance to ensure seamless post-sale execution and maintenance
All About You
Experience • 12+ years in customer success, account management, or consulting for enterprise SaaS • Deep experience with loyalty, CRM, marketing or customer engagement programs, and related fintech/martech 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. • Demonstrated ability to manage senior stakeholders during complex or sensitive situations and using judgment under pressure
Skills • 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 • Strong leadership skills, including the ability to build and develop cohesive teams in a multi-market environment
Technical Knowledge • Working knowledge of 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 needs • 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.