Director - Loyalty Customer Success Lead - West Arabia & Africa

Role Overview

Director - Loyalty Customer Success Lead - West Arabia & Africa at Mastercard, leading customer success delivery for a regional portfolio of issuers, merchants, and partners in the West Arabia and Africa Division.

Company Overview

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. The company supports a wide range of digital payments choices and delivers products and services that help people, businesses and governments realize their greatest potential.

Role Purpose

Lead post-sale customer success delivery for loyalty, rewards, and customer engagement solutions across the West Arabia and Africa region. Drive measurable business outcomes, platform adoption, customer value, and long-term growth while partnering with Sales, Product, and Delivery teams to influence key commercial and customer KPIs including renewals, retention, ARR expansion, and NPS.

Key Responsibilities

Regional Adoption & Value

• 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.

Relationship Management

• Serve as a senior point of contact for key accounts and engage 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.

Strategic Guidance

• Provide thought leadership and data-driven insights to shape client program roadmaps and regional best practices.
• Build feedback loops to bring market insights to Product, Sales, and Delivery teams to improve offerings and execution.

Program Governance

• Establish and run portfolio governance, including business reviews, performance reporting, and customer health and risk management.
• Drive adoption of consistent, data-driven approaches to value tracking, issue escalation, and remediation plans.

Growth & Retention

• Drive upsells, renewal readiness, and retention outcomes across the portfolio.
• Partner with Sales and Account Management to support renewals and identify expansion and cross-sell opportunities.
• Contribute to forecasting and pipeline health by surfacing risks and value stories early.

Leadership & Development

• 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 & Experience

• 8–10+ years in customer success, account management, program management, or consulting for enterprise SaaS.
• Strong experience with loyalty, CRM, marketing, or customer engagement programs, or related fintech solutions.
• Proven track record of hitting renewal targets, driving incremental value, and retaining long-term contracts.
• Expertise overseeing or closely partnering with operations, delivery, or similar functions in a complex cross-functional environment.

Skills & Competencies

• Strong commercial acumen, with the ability to link loyalty program success to financial and business outcomes.
• Excellent executive communication and presentation skills.
• Highly analytical and comfortable using data to inform strategy and recommendations.
• Proven people leadership skills, including leading managers and senior individual contributors across multiple markets and influencing in a matrixed environment.
• Familiarity with loyalty platforms, rewards ecosystems, CRM tools, and marketing and financial technology including APIs and integrations.
• High degree of comfort working with analytics dashboards and translating insights into action.
• Empathy and a strong ability to understand customer goals and needs.
• Strategic, proactive, outcomes-oriented mindset.

Additional Information

Preferred Qualifications

• Experience with loyalty program design and optimization.
• Knowledge of data-driven marketing strategies.
• Familiarity with tools such as Salesforce, loyalty platforms, and analytics solutions.

Corporate Security Responsibility

• Abide by Mastercard's security policies and practices.
• Ensure the confidentiality and integrity of information being accessed.
• Report any suspected information security violation or breach.
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.