Specialist, Program Management, Customer Engagement

Job 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 Specialist, Program Management, Customer Engagement Our Purpose Mastercard powers economies and empowers people in more than 200 countries and territories worldwide. Together with our clients, we help build a sustainable economy where everyone can prosper. We support a wide range of digital payment choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and global network combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Role and Summary Specialist, Program Management, Customer Engagement The Consumer Acquisition & Engagement team is looking for a client-focused Product Management Specialist to manage customer-engagement and card-portfolio initiatives across multiple markets. The role combines client relationship management, product and customer-engagement expertise, and hands-on delivery. The successful candidate will work with clients to understand their card-acquisition, engagement, usage and transaction objectives, translate those needs into relevant campaigns or solutions, and coordinate implementation with internal teams, vendors and external partners. This is a hands-on role covering the full initiative lifecycle, from understanding the initial client need and developing the approach through implementation, reporting, financial settlement and follow-up. The successful candidate will be comfortable managing client relationships while remaining closely involved in operational and financial detail. The role offers international exposure, visible ownership of client outcomes and the opportunity to contribute ideas that improve customer journeys, product performance and cardholder engagement. This reflects the multi-market, client-facing and delivery-focused scope confirmed during the intake. Role Responsibilities • Own day-to-day relationships with assigned clients and develop a strong understanding of their customer-engagement and card-portfolio objectives. • Translate client needs and customer insights into campaigns, product enhancements or practical engagement solutions. • Manage customer-acquisition, engagement, loyalty and promotional initiatives from initial requirements through implementation, monitoring, reporting and closure. • Support clients in improving card acquisition, customer engagement, card usage and transaction activity. • Use customer, campaign and portfolio information to identify opportunities and develop practical recommendations. • Contribute to the development and enhancement of customer-facing products, propositions and experiences. • Coordinate timelines, milestones, dependencies, risks and agreed actions across several parallel initiatives. • Prepare reports, presentations and supporting documentation for clients and internal stakeholders. • Coordinate agreements, campaign funding, budgets, costs and financial settlement with Finance, suppliers and relevant partners. • Maintain accurate and timely campaign, financial and reporting documentation. • Partner with Marketing, Advisors, Product, Managed Services, Finance and other teams to deliver coordinated client solutions. • Manage relationships with external vendors and partners involved in product, programme and campaign delivery. • Identify opportunities to improve customer journeys, campaign performance and existing delivery approaches. • Proactively address obstacles, resolve delivery issues and maintain clear communication between clients and internal teams. • Take personal accountability for assigned clients, initiatives and agreed outcomes. All About You • Demonstrated experience owning client, customer or business-partner relationships. • Experience delivering customer-engagement, product, portfolio, campaign or comparable client initiatives. • Ability to translate client objectives and customer needs into structured actions or practical solutions. • Experience managing work across the delivery lifecycle, including implementation, reporting and follow-up. • Ability to combine client-facing responsibilities with detailed operational ownership. • Strong organisational skills and the ability to manage several initiatives, priorities and deadlines in parallel. • Evidence of independent problem-solving and personal accountability for outcomes. • Strong communication, presentation and relationship-building skills. • Ability to collaborate effectively with clients, internal stakeholders, external partners and suppliers. • Experience working with budgets, suppliers, agreements, campaign funding or financial reconciliation. • Ability to use customer, campaign or portfolio information to develop practical recommendations. • Customer-focused and commercially aware, with an interest in improving engagement and customer outcomes. • Experience in banking, cards, payments, fintech, loyalty, CRM or portfolio management would support success in the role. • Experience working across different markets or with international stakeholders would be beneficial. • Proactive, adaptable and comfortable operating independently after an initial onboarding period. • Strong spoken and written English for collaboration in an international environment. 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.