Description
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Manager, Customer Acquisition & Engagement (SEA) Customer Acquisition & Engagement (CA&E) is part of Mastercard services suites of capability and responsible for driving new customer acquisition, deepening customer relationship and engagement. This delivers both revenue and differentiation for the Company. We do this by brining world-class cutting-edge technology, experience and expertise of running innovative programs across the world.The role is responsible for managing CA&E programs with strategic accounts in Southeast Asia (SEA) division. The role will focus on executing account plans, driving program success, reviewing program KPIs, program operation management and overseeing new program implementation.
The role reports to Director (SEA), Reward Product, Program and Commercialization (CA&E) and requires working closely with multiple stakeholders across the APAC region, including regional product, implementation, legal, customer service, operations, and sales teams. The individual should have a blend of strong cross functional project skills and business analyst mindset to manage programs effectively. At the same time, identify opportunity to increase CAE assets penetration per client. This role demands strong client relationship skill, hands on execution mindset, and the ability to work independently
The individual will also support the strategic initiatives to commercialise global and regional CAE products by localizing them leveraging local market insight, landscape and assessing regulatory implications.
The Role
• Serve as the primary point of contact for clients and provide end to end support in managing existing programs performance ensuring growth and timely resolution of operational issues.
• Engage clients regularly sharing program success KPIs along with recommendation while working with team to explore opportunity to x-sell/upsell of addons to existing program.
• Review the program enhancement or change request and assess the feasibility of enhancement working in partnership with cross functional team
• Collaborate with sales specialists and solution engineers ensuring program requirement are very well documented in form of BRD/SD / CRs etc.
• Work closely with customer service, business operations, billing teams to manage and oversee program operational activities.
• Being the main liaison for clients, coordinating with internal stakeholders on various requests and overseeing implementation of new programs.
• Support team on delivering financial/revenue targets for SEA division.
• Provide timely feedback to the regional product team and external partner to improve existing and/or enhance new features relevant to SEA market.
• Provide support to broader teams to build future product enhancement roadmaps, product commercialization and cross-product integration.
• Gather market intelligence to stay informed about industry developments and competitive dynamics.
All About You:
• Project and program management experience and ability to prioritize and manage multiple activities/ initiatives in parallel.
• Self-starter, Independent, Problem solver and ability to drive strategy to execution with speed.
• Experience working in international matrix organizations, managing diverse stakeholders effectively.
• Attentive to details with an ability to influence operation, customer support and implementation team.
• Strong understanding of loyalty and customer engagement needs of FI's, merchants and FinTech's.
• Experience in payment industry, running customer engagement program is preferred.
• Proven ability to establish collaborative working relationships with internal and external partners and ability to influence and drive business objectives
• Excellent verbal, presentation, and written communication skills
Corporate Security Responsibility
All 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.
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