Manager, Program Management, U.S. Consumer Acquisition and Engagement; CAE

Overview

Master Card Consumer Acquisition and Engagement (CAE) provides a wide range of loyalty, personalization and marketing services assets including the design, implementation and operations of cardholder loyalty programs. These solutions enable issuers to reward cardholders driving overall card usage, retention and brand preference.

The U.S. CAE team is a highly collaborative organization, and this role will interface with various roles and disciplines within North American and global teams to serve our clients.

• Develops and leads client loyalty programs which includes: program management, strategic planning, campaign & marketing plans, P&L forecasting and client relationship building
• Strategically grows client business through identifying pain points and providing additional loyalty solutions
• Represents Mastercard as the “One Voice” (primary contact). Lead resource at Mastercard to manage and oversee the customer’s Rewards and card-linked Offers programs.
• Oversight on the operations including cross-functional team members
• Primary contact and point of escalation for any issues
• Provides thought leadership and strategic direction for partner
• Manages and prioritizes product backlog in partnership with partner
• Monitors, manages and reports on program KPIs and conducts QBRs with partner

• Build and maintain strong, long-lasting customer relationships developing a trusted advisor relationship with US Rewards and Card linked Program Partners and Mastercard stakeholders such as customer account managers (CAM/USMD), Data & Services, customer delivery, implementation and operations teams
• Supports all aspects of clients Rewards and Card linked Offers programs which includes program & solution design, program revenue attainment, cardholder user experience, customer service management, reward and logistics oversight, reporting and analytics
• Ensures the timely and successful delivery of our solutions according to customer needs and objectives
• Supports and develops business reviews - regular client meetings to ensure consistent quality delivery of program performance and identifies new opportunities to drive retention and increase account revenue
• Supports internal financial planning and budgeting for a portfolio of accounts, measuring and managing account performance against KPIs
• Managing internal and external relationships to ensure the client’s needs are consistently and accurately relayed throughout the organization to aid in product development ideation
• Participates in internal account planning with US Merchant Development (USMD), Data & Services and Customer Account Managers (CAMs) contributing to product planning sessions to build awareness and knowledge and identify opportunities for growth
• Maintains account budgets and forecasts and is responsible for establishing and monitoring revenue projection goals
• Drives and maintains high customer satisfaction ratings that meet company standards

• Solid experience managing external consumer and/or merchant loyalty programs
• Previous rewards or card linked offers, marketing or related digital marketing experience preferred
• Demonstrated ability to successfully manage and sell to a large client or cluster of clients
• Payments and Loyalty experience recommended
• Experience in developing and fostering customer relationships as a trusted partner and thought leader
• Demonstrated ability to act with a persistent and relentless sense of urgency
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent verbal, presentation, and written communication skills with ability to effectively communicate to many audiences, from technical resources to client marketing leads
• Excellent listening and presentation skills
• Bachelor’s degree, advanced degree or equivalent preferred
• Travel Required ~30%

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you…