Senior Professional - Loyalty Solutions Product Management - Europe - MasterCard - London

Job description
The Loyalty Solutions group at MasterCard is responsible for delivering a range of added value services to our card issuing customers. These services include Emergency Assistance, Benefits & Insurance and Loyalty & Rewards.
We are currently looking for a proactive customer focused individual to join the team to take responsibility for some of our key Reward customer relationships. The successful person will be responsible for leading a credible, sustainable and profitable business for a portfolio of customer accounts in line with Loyalty Solution’s growth objectives. This position will be an ideal match for someone who is looking to use their project management and client facing skills to work in collaboration with MasterCard departments to develop and deliver the infrastructure required to ensure operational excellence, service quality, customer satisfaction and financial performance for Accounts in Europe

Major Responsibilities:

Relationship/ Strategic
• Builds and executes plans that drive implementation of Loyalty & Rewards Solutions products and services across Regional Accounts to deliver continuous profit growth and sustainable service delivery
• Proactively anticipates, leads and coordinates resources to drive customer take up of product and services expansion, resolve complex queries and cardholder complaint.
• Participates in contract renegotiation projects and collaborates with senior MasterCard regional management and senior customer executives to secure annuity revenue streams.
Oversee coordination and implementation of Loyalty & Rewards products and services for new and existing customers.

Sales/Marketing
• Understands key drivers of the loyalty lifecycle including cardholder retention, satisfaction, rewards and develops actionable plans to proactively defend against lost revenue.
• Partners with Global Product teams, MasterCard Worldwide account teams, marketing and Advisors to develop customer strategies for Loyalty Solutions Reward offerings in the Region.
• Collaborates with the Loyalty Solutions Reward product development team to provide customer perspective and potential refinements to increase sales opportunities.

Financial
• Holds accountability for meeting the key performance & revenue metrics.
• Drives the forecast process to ensure accurate line of sight for pipeline, resources and cash management

Operational
• Complies with all regulatory procedures, information security requirements and contract policies.
• Development and on-going management of Client and Program portfolios to include: Strategic Planning, Marketing Plans, Forecasts and overall Client Relationship
• Delivers best in class service levels across the Regional customer network to drive up customer advocacy.
• Understanding what is needed to establish the necessary process, structure, resources and cost to support the needs of rewards customers.
• Builds credible, professional working relationships with customers that secure annuity revenue performance.

Experience/Knowledge:
•Significant experience in a customer facing client management role where long term partnerships and trust is key
•Experience working in product marketing and campaign management will be useful
Strong negotiation skills with a proven track record in complex negotiations
•Knowledge and experience of loyalty, insurance and enhancement segments would be useful however an demonstrated interest in this area could also be sufficient.
Experience managing multiple and complex projects within an international environment
•Demonstrated ability to resolve complex problems and implement proactive changes and improvements
•Bachelors degree or equivalent work experience would be useful

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