Director Loyalty Customer Success Lead West Arabia & Africa

About the Role

Mastercard (KSA) is seeking a Director, Loyalty Customer Success Lead for the West Arabia & Africa Division. This full-time role is part of the Loyalty Solutions team and 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 Overview

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 for maintaining momentum, mitigating risk, and identifying 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 across the portfolio and coach team members to deliver insights and recommendations to clients.
• Serve as a senior point of contact for key accounts and act as an account sponsor for select 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 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.

Qualifications and Requirements

• 8-10 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.
• Demonstrated empathy and a strong ability to understand customer goals and needs.
• Strategic, proactive, and outcomes-oriented approach.

Corporate Security Responsibility

All individuals with access to Mastercard assets, information, and networks are responsible for information security. This includes abiding by 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 periodic mandatory security trainings in accordance with Mastercard’s guidelines.