Our Purpose

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Title and Summary

Vice President, Loyalty & Engagement Platforms Product Head

Mastercard’s Services organization is a key growth engine, delivering innovative solutions that help our customers thrive. By integrating proprietary data, cutting-edge technology and platforms, expert insights, and strategic expertise, Services plays a critical role in driving Mastercard’s differentiation and business growth. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base, including issuers, acquirers, and merchants. Centered on data-driven technologies and innovation, these services include payments-focused consulting, loyalty and marketing programs.

The Consumer Acquisition & Engagement (CAE) team focuses on products and solutions that address dynamic market needs. We are seeking a highly qualified Regional VP, Loyalty and Engagement Platforms Product Head in EEMEA, a critical leadership role, responsible for developing and executing a comprehensive regional product strategy, to ultimately drive B2B2C consumer loyalty, engagement, and retention across all EEMEA (82) markets and customers.

This role requires a strategic and results-oriented leader responsible for developing and executing comprehensive loyalty programs and scalable products, that drive customer retention, engagement, and lifetime value. The candidate must have a deep understanding of customer behavior, loyalty program best practices, global market dynamics, data analysis, marketing automation, and loyalty program optimization. The ideal candidate will be a data-driven and customer-centric leader have a proven track record of building and scaling successful loyalty programs that deliver measurable business results and be a passionate customer advocate with a proven track record of building successful loyalty initiatives.

Responsibilities:
•\tStrategy & Planning:
o\tDefine the product vision and strategy for customer loyalty and platform, aligning with the CA&E’s overall business objectives.
o\tConduct in-depth market research and competitive analysis to identify trends, opportunities, and best practices in different regions.
o\tDevelop a framework for adapting loyalty programs, products and engagement initiatives to diverse cultural contexts and customer preferences.
o\tDefine key performance indicators (KPIs) and establish measurement frameworks to track programs
o\tSupport the creation and execution of regional GTM strategies for products in EEMEA markets – this involves working with cross functional groups to build case studies, develop new sales enablement content etc.
o\tManage an entire loyalty P&L and forecast program budgets and manage resources effectively.
•\tProgram Development & Execution:
o\tDesign and oversee the product implementation of loyalty programs across various channels
o\tCreate End-to-end loyalty reward solutions and packages for B2B and B2C environment
o\tWork with global and regional teams to roll-out new reward-based solutions in EEMEA, by leading the cross-functional product enablement process
o\tPartner cooperatively with country teams and sales team to bring MarTech solutions to the customers
o\tCreate compelling program structures, including tiered rewards, point systems, exclusive benefits, and personalized offers.
o\tInnovative Constructs: Develop and execute creative go-to-market frameworks, including Cash Conversion, Pay-for-Performance (P4P), and Conversion Assurance models.
•\tLoyalty Program Design & Management:
o\tOversee the design, implementation, and optimization of global loyalty programs
o\tWork closely with Sales to understand and embed customer needs into solutions, meeting clients often
o\tEstablish clear program objectives, KPIs, and success metrics to measure program effectiveness and ROI.
o\tForm partnerships with leading offer aggregators in target markets
o\tResponsible for Loyalty local vendor management including onboarding, risk management and billing processes. Identify suitable vendors to partner with to enhance existing rewards solutions
•\tTeam Leadership & Collaboration:
o\tLead and mentor a high-performing team of loyalty and customer engagement professionals across EEMEA
o\tFoster a culture of collaboration, knowledge sharing, customer-centricity, and best practice adoption
o\tCollaborate effectively with cross-functional teams to ensure alignment and support for loyalty initiatives.
•\tConsumer Engagement & Communication:
o\tLeverage data analytics to understand customer behavior, segment audiences, and personalize comms.
o\tDevelop and implement innovative customer engagement strategies across various loyalty touchpoints
o\tDevelop targeted communication strategies to engage loyalty program members/promote program benefits.
•\tTechnology & Innovation:
o\tEvaluate and implement loyalty program technology solutions to enhance program functionality & CX
o\tStay abreast of emerging trends in loyalty marketing, customer engagement, and data analytics.
o\tIdentify and pilot new initiatives to drive continuous improvement and innovation.
•\tAnalysis & Optimization:
o\tContinuously analyze program performance and identify areas for improvement.
o\tGenerate regular reports and presentations to communicate program results and insights.
o\tStay abreast of industry trends and innovations to identify new opportunities for program enhancement.
\tTrack and analyze program performance against key metrics.
\tGenerate regular reports on program effectiveness and ROI.
\tIdentify areas for improvement and optimization.
\tPresent findings and recommendations to senior management.

Qualifications:
•\tBachelor’s degree in marketing, Business Administration, or a related field; MBA preferred.
•\t10+ years of experience in loyalty marketing, CRM, or customer engagement, with at least 5 years in a global leadership role or with a global brand
•\tStrong leadership, team management, and cross-cultural communication skills.
•\tStrategic thinker with the ability to identify, articulate and mitigate / manage potential risks/opportunities,
•\tAbility to make sound decisions in challenging situations and fast paced environments
•\tProven track record of developing and executing successful loyalty programs.
•\tDeep understanding of customer lifecycle management and engagement strategies.
•\tExperience with loyalty platform technology and data analytics tools.
•\tProven track record of developing and scaling successful global loyalty programs.
•\tExcellent communication, interpersonal, and presentation skills.
•\tExperience in managing multi-lingual and multi-currency loyalty programs.
•\tStrong analytical skills with experience in data-driven decision making.
•\tPassion for data, analytics and insights to inform, measure and continuously improve
•\tSelf-motivated; superior personal accountability to get the job done; thrives in a fast-paced environment
•\tAbility to translate knowledge about / experience in the payments and merchant market and media landscape in EEMEA including digital and offline channels, to work with stakeholders to implement highly successful integrated, digital and omnichannel acquisition and activation
•\tStrong ability to simultaneously manage multiple time sensitive projects and tasks across multiple disciplines with competence in managing projects of scale with multiple deliverables
•\tAbility to adapt and can perform efficiently against tight timelines; can operate effectively in ambiguous situations

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.