Analytics & Metrics Manager - 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

Analytics & Metrics Manager - Customer Success

Overview

The Analytics & Metrics Manager's responsibility is to elevate how Customer Success measures impact, predicts risk, and drives action across our post sales lifecycle. The Analytics & Metrics Manager as a team lead manages a team of analysts, partners closely with Customer Success, Sales, Product, and Finance, and builds the analytics foundation that powers health scoring, playbooks, and executive insights.

This role blends people leadership with technical depth: coach analysts, shape KPI framework, and architect robust data pipelines and dashboards that deliver clear communication to stakeholders.

All About the Role

• Hire, onboard, grow and manage the team: Lead the growth of team members, from leading the interview process to guide the onboarding and manage the team in order to put the employees in a position to perform the best. Support career growth path.
• Lead & coach a team of data analysts: set objectives (high level team and individuals), review work quality, unblock delivery, define priorities and foster growth through regular feedback and development plans.
• This requires the Team Lead to stay up to date with internal processes and policies and to support the team members in navigating the Mastercard environment by providing guidance on people-related matters.
• Define the Analytics vision and long-term goals and inspire the team & communicate inside and outside the team. Refine the team working structure and processes in order to hit those goals.
• Capacity Planning: As part of the prioritization effort, Team Lead manages the workload distribution and identifies future needed skills and headcount needs. Team Lead is expected to build a case for additional headcounts & functions within the team.
• Define KPI framework for the success of the Data Analyst team: define and establish tracking to define success of the work of the Data Analyst team.
• Define KPI framework for success of the teams we support: define, standardize, and continuously improve metrics (e.g., adoption, engagement, time to value).
• Build high quality datasets & pipelines: design ELT/ETL workflows across CRM (Salesforce), product usage tracking, support, and financial systems; ensure data quality, lineage, and governance. This requires also documentation creation and maintenance in order to create a long term structure for the team future.
• Deliver executive ready insights: produce dashboards and narratives that inform quarterly business reviews, capacity plans, and business decisions.
• Identify, build and maintain data integrations & predictive analytics: operationalize propensity and churn risk models; partner with Success leadership to embed insights into playbooks and customer programs.
• Stakeholder management: translate business questions into analytic roadmaps; prioritize ruthlessly; communicate tradeoffs, assumptions, and risks. This includes refining how the team receives inputs and information.
• Data stewardship & compliance: uphold governance, access controls, and privacy; align to Mastercard standards and "The Mastercard Way" behaviors.

All about you

• At least 3 years of experience as a Data/Business Analyst
• At least 2 years of experience as a People manager of a technical team
• Proficiency in Tableau, Microsoft Excel, and SQL ֿ
• Experience working in Salesforce and Zendesk preferred
• Strong statistical analysis and communication skills
• Self-learning and ability to translate analytic conclusion to business actions
• Business fluent English, both written and spoken
• Experience in the e-commerce or finance or loyalty industries preferred
• Experience in Customer Success/Support with proven analytics or technical expertise preferred

What We Offer

• Gross monthly salary base range 4000-5000 EUR
• Variety of benefits from employment Day 1
• Hybrid working model

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.