Title and SummaryManager, Product Management
Mastercard Consumer Acquisition and Engagement (CA&E) provides a wide range of loyalty, offers, rewards, personalization and marketing services assets including the design, implementation and operations of cardholder loyalty programs as well as cardholder promotions and benefits. These solutions enable issuers to reward, protect and assist cardholders driving overall card usage, retention and brand preference.
• Mastercard Loyalty Solution works with Mastercard's banking and merchant partners to improve the value of their customer interactions leading to higher engagement and profitability
• Loyalty has three main solution groups including (1) Rewards which scores loyalty eligible transactions, hosts loyalty balances and provides redemption options; (2) Benefits which provides valuable ancillary options for cardholders or loyalty program members to engage; and (3) Offers which can be personalized or general, limited time or always on, to increase customer engagement, stickiness and spend
• Loyalty is part of Mastercard's Services group with a unique culture and spirit where anything is possible; it is a rapidly growing part of our overall business and an exciting place to work
The Canada CA&E team is a highly collaborative organization, and this role will interface with various roles and disciplines within Canada, North America and global teams to serve our clients.
The core objectives of the role are:
• 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
• Represent Mastercard as the "One Voice" (primary contact)
• Lead resource at Mastercard to manage and oversee the partner's loyalty program
• Oversight on the operations including cross-functional team members and vendors management
• 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
• Conducts and owns weekly partner meetings as well as monthly and quarterly business reviews with partner
Do you have a passion for loyalty, rewards, personalization, innovation and payments? Do you love interacting with customers and providing consultative recommendations on ways to improve their products and strategies in a constantly changing environment? Are you motivated to be a part of innovative, creative and results driven organization? Do you thrive in an ever changing and fast paced environment?
Role
• Build and maintain strong, long-lasting customer relationship developing a trusted advisor relationship with Canadian Program Partners and Mastercard stakeholders such as customer account managers, Data & Services, customer delivery, implementation and operations teams
• Supports all aspects of clients loyalty program which includes program and solution design, solution assessment, business rules, program revenue, campaign design and management, 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
• Provides project oversight, management and coordination with cross-functional teams
• Participates in and contributes to internal overall account planning and collaborates with respective stakeholders
• Supports solution development efforts that best address customer needs, while coordinating the involvement of all necessary cross functional teams
• Provides customer feedback that will drive new product development and enhancements to meet client needs in the Canadian market and works with Product and Platform teams
• Maintains account budgets and forecasts and is responsible for establishing and monitoring revenue projection goals
• Drives and maintains high customer satisfaction ratings that meet Mastercard's standards
All About You
• The ideal candidate will have 5+ years of experience working with or managing merchant and consumer loyalty programs
• Account management experience working with various levels - internal and external
• Previous loyalty, card linked offering marketing or related digital marketing experience preferred
• Understanding of sales strategy development and sales pipeline management
• Demonstrated ability to act with a persistent and relentless sense of urgency
• Ability to explain complex technical solutions in a clear and concise manner
• 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
• Analytical Thinking/Problem Solving
• Bachelor's degree required, advanced degree preferred
• Competency with Microsoft Office including Word, Excel, and PPT
• Location - Toronto, ON, Canada based
• Travel Required - 10%
Corporate Security ResponsibilityAll activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
- Abide by Mastercard's security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.
Pay RangesToronto, Canada: $121,000 - $169,000 CAD
