Director, Loyalty Customer Success Lead – Eastern Europe

About the role

Mastercard’s Loyalty Solutions team is looking for a Director to lead post‑sale customer success across the Eastern European region. The role will oversee a portfolio of issuers, merchants and partners, driving adoption of rewards and engagement platforms while delivering measurable business outcomes.

Key responsibilities

• Define and execute regional customer‑success plans that improve engagement, retention and program performance, monitoring KPIs and coaching the team.
• Act as senior point of contact and account sponsor for strategic clients, building trusted relationships with Marketing, CRM, Loyalty and executive stakeholders.
• Provide thought leadership and data‑driven insights to shape client roadmaps and regional best practices, feeding market feedback to Product, Sales and Delivery.
• Establish portfolio governance, conduct business reviews, report performance, and manage customer health and risk.
• Partner with Sales, Product and Delivery to influence renewals, retention, ARR expansion and NPS.

Required profile

• Extensive experience in digital marketing, loyalty program design and complex program management.
• Proven ability to communicate effectively and collaborate across matrixed organisations.
• Strong relationship‑building skills with senior client and internal stakeholders.
• Track record of delivering measurable business outcomes and driving platform adoption.

Required skills