Director Loyalty Customer Success Lead West Arabia & Africa

About the Role

OA- Mastercard is seeking a Director - Loyalty Customer Success Lead for the West Arabia & Africa Division. This full-time role focuses on post-sale customer success delivery for a regional portfolio of issuers, merchants, and partners. The Director will be responsible for ensuring customers achieve measurable business outcomes through loyalty, rewards, and customer engagement solutions, driving platform adoption, customer value, and long-term growth.

Role Context and Impact

The Director will lead a regional team supporting Rewards, Offers, and program operations and implementations. This involves ensuring high delivery quality and operational excellence across markets with varying levels of loyalty maturity. The role requires close collaboration with Sales, Product, and Delivery teams to influence key commercial and customer KPIs, including renewals, retention, ARR expansion, and NPS. Building senior client relationships will be essential to maintain momentum, mitigate risk, and identify new value for both customers and Mastercard.

Key Responsibilities

• Define and execute customer success plans across the region to drive measurable improvements in engagement, retention, and program performance. Monitor KPIs and trends, coaching team members to deliver insights and recommendations to clients.
• Serve as a senior point of contact for key accounts and an account sponsor for strategic clients. Build trusted relationships with stakeholders across Marketing, CRM, Loyalty, and executive teams to ensure alignment on objectives and value realization.
• Provide thought leadership and data-driven insights to shape client program roadmaps and regional best practices. Establish feedback loops to bring market insights to Product, Sales, and Delivery teams to improve offerings and execution.
• Establish and manage portfolio governance, including business reviews, performance reporting, and customer health/risk management. Drive the adoption of consistent, data-driven approaches to value tracking, issue escalation, and remediation plans.
• 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.
• 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.

Required Experience and Skills

• 5-10 years of experience in a relevant field.
• Deep expertise in digital marketing, loyalty best practices, and complex program management.
• Superior communication and collaboration skills.
• Ability to align resources and solve complex problems in a matrixed environment.

Corporate Security Responsibility

All individuals accessing Mastercard assets, information, and networks are responsible for information security. This includes adhering to Mastercard’s security policies and practices, ensuring the confidentiality and integrity of accessed information, reporting any suspected information security violations or breaches, and completing all mandatory security trainings in accordance with Mastercard’s guidelines.