Director - Loyalty Customer Success Lead - Eastern Europe

ealize measurable business outcomes through our loyalty, rewards, and customer engagement solutions-driving platform adoption, customer value, and long term growth.

The Director will lead a team across the region supporting Rewards, Offers, and program operations and implementations, ensuring strong delivery quality and operational excellence across markets with varying levels of loyalty maturity. The role will partner closely with Sales, Product, and Delivery to influence key commercial and customer KPIs-including renewals, retention, ARR expansion, and NPS-and will build senior client relationships to maintain momentum, mitigate risk, and identify new value for customers and Mastercard.

Success in this role requires deep expertise in digital marketing, loyalty best practices, and complex program management. Candidates with superior communication and collaboration skills are a must, as is the ability to align resources and solve complex problems in a matrixed environment.

Key Responsibilities
• 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.
About You
• Experience
o8-10+ years in customer success, account management, program management, or consulting for enterprise SaaS
oStrong experience with loyalty, CRM, marketing, or customer engagement programs, or related fintech solutions
oProven track record of hitting renewal targets, driving incremental value, and retaining long-term contracts
oExpertise overseeing or closely partnering with operations, delivery, or similar functions in a complex cross-functional environment.
• Skills
oStrong commercial acumen, with the ability to link loyalty program success to financial and business outcomes.
oExcellent executive communication and presentation skills
oHighly analytical and comfortable using data to inform strategy and recommendations
oProven people leadership skills, including leading managers and/or senior individual contributors across multiple markets and influencing in a matrixed environment
• Technical Knowledge
oFamiliarity with loyalty platforms, rewards ecosystems, CRM tools, and marketing and financial technology (APIs, integrations, etc.)
oHigh degree of comfort working with analytics dashboards and translating insights into action
• Attributes
oEmpathy and a strong ability to understand customer goals and needs
oStrategic, 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.