Director, Loyalty Customer Success Lead – Eastern Europe

About the role

Mastercard’s Loyalty Solutions team is looking for a senior leader to drive post‑sale customer success across Eastern Europe. The role will oversee adoption, value delivery and growth for issuers, merchants and partners using Mastercard’s loyalty, rewards and engagement platforms.

Key responsibilities

• Define and execute regional customer success plans to improve engagement, retention and program performance.
• Serve as senior point of contact for strategic accounts, building trusted relationships with marketing, CRM and executive stakeholders.
• Lead portfolio governance, business reviews, performance reporting and risk management.
• Drive upsell, renewal and cross‑sell opportunities in partnership with Sales and Account Management.
• Mentor and develop a high‑performing regional team through coaching, goal setting and performance feedback.

Required profile

• 8‑10+ years in customer success, account or program management for enterprise SaaS, preferably in loyalty, CRM or fintech.
• Proven record of meeting renewal targets, delivering incremental value and retaining long‑term contracts.
• Strong commercial acumen and ability to link program outcomes to financial results.
• Excellent executive communication and analytical skills.

Required skills

• Experience with loyalty platforms, rewards ecosystems and CRM tools.
• Familiarity with APIs, integrations and financial technology solutions.
• Proficiency with analytics dashboards and data‑driven decision making.
• Knowledge of Salesforce or similar CRM systems.