Vice President, Loyalty & Engagement Platforms Product Head

The Consumer Acquisition & Engagement (CAE) team focuses on products and solutions that address dynamic market needs. We are seeking a highly qualified Regional VP, Loyalty and Engagement Platforms Product Head in EEMEA, a critical leadership role, responsible for developing and executing a comprehensive regional product strategy, to ultimately drive B2B2C consumer loyalty, engagement, and retention across all EEMEA (82) markets and customers.

This role requires a strategic and results-oriented leader responsible for developing and executing comprehensive loyalty programs and scalable products, that drive customer retention, engagement, and lifetime value. The candidate must have a deep understanding of customer behavior, loyalty program best practices, global market dynamics, data analysis, marketing automation, and loyalty program optimization. The ideal candidate will be a data-driven and customer-centric leader have a proven track record of building and scaling successful loyalty programs that deliver measurable business results and be a passionate customer advocate with a proven track record of building successful loyalty initiatives.

Responsibilities:
• Strategy & Planning:
oDefine the product vision and strategy for customer loyalty and platform, aligning with the CA&E's overall business objectives.
oConduct in-depth market research and competitive analysis to identify trends, opportunities, and best practices in different regions.
oDevelop a framework for adapting loyalty programs, products and engagement initiatives to diverse cultural contexts and customer preferences.
oDefine key performance indicators (KPIs) and establish measurement frameworks to track programs
oSupport the creation and execution of regional GTM strategies for products in EEMEA markets - this involves working with cross functional groups to build case studies, develop new sales enablement content etc.
oManage an entire loyalty P&L and forecast program budgets and manage resources effectively.
• Program Development & Execution:
oDesign and oversee the product implementation of loyalty programs across various channels
oCreate End-to-end loyalty reward solutions and packages for B2B and B2C environment
oWork with global and regional teams to roll-out new reward-based solutions in EEMEA, by leading the cross-functional product enablement process
oPartner cooperatively with country teams and sales team to bring MarTech solutions to the customers
oCreate compelling program structures, including tiered rewards, point systems, exclusive benefits, and personalized offers.
oInnovative Constructs: Develop and execute creative go-to-market frameworks, including Cash Conversion, Pay-for-Performance (P4P), and Conversion Assurance models.
• Loyalty Program Design & Management:
oOversee the design, implementation, and optimization of global loyalty programs
oWork closely with Sales to understand and embed customer needs into solutions, meeting clients often
oEstablish clear program objectives, KPIs, and success metrics to measure program effectiveness and ROI.
oForm partnerships with leading offer aggregators in target markets
oResponsible for Loyalty local vendor management including onboarding, risk management and billing processes. Identify suitable vendors to partner with to enhance existing rewards solutions
• Team Leadership & Collaboration:
oLead and mentor a high-performing team of loyalty and customer engagement professionals across EEMEA
oFoster a culture of collaboration, knowledge sharing, customer-centricity, and best practice adoption
oCollaborate effectively with cross-functional teams to ensure alignment and support for loyalty initiatives.
• Consumer Engagement & Communication:
oLeverage data analytics to understand customer behavior, segment audiences, and personalize comms.
oDevelop and implement innovative customer engagement strategies across various loyalty touchpoints
oDevelop targeted communication strategies to engage loyalty program members/promote program benefits.
• Technology & Innovation:
oEvaluate and implement loyalty program technology solutions to enhance program functionality & CX
oStay abreast of emerging trends in loyalty marketing, customer engagement, and data analytics.
oIdentify and pilot new initiatives to drive continuous improvement and innovation.
• Analysis & Optimization:
oContinuously analyze program performance and identify areas for improvement.
oGenerate regular reports and presentations to communicate program results and insights.
oStay abreast of industry trends and innovations to identify new opportunities for program enhancement.
• Track and analyze program performance against key metrics.
• Generate regular reports on program effectiveness and ROI.
• Identify areas for improvement and optimization.
• Present findings and recommendations to senior management.

Qualifications:
• Bachelor's degree in marketing, Business Administration, or a related field; MBA preferred.
• 10+ years of experience in loyalty marketing, CRM, or customer engagement, with at least 5 years in a global leadership role or with a global brand
• Strong leadership, team management, and cross-cultural communication skills.
• Strategic thinker with the ability to identify, articulate and mitigate / manage potential risks/opportunities,
• Ability to make sound decisions in challenging situations and fast paced environments
• Proven track record of developing and executing successful loyalty programs.
• Deep understanding of customer lifecycle management and engagement strategies.
• Experience with loyalty platform technology and data analytics tools.
• Proven track record of developing and scaling successful global loyalty programs.
• Excellent communication, interpersonal, and presentation skills.
• Experience in managing multi-lingual and multi-currency loyalty programs.
• Strong analytical skills with experience in data-driven decision making.
• Passion for data, analytics and insights to inform, measure and continuously improve
• Self-motivated; superior personal accountability to get the job done; thrives in a fast-paced environment
• Ability to translate knowledge about / experience in the payments and merchant market and media landscape in EEMEA including digital and offline channels, to work with stakeholders to implement highly successful integrated, digital and omnichannel acquisition and activation
• Strong ability to simultaneously manage multiple time sensitive projects and tasks across multiple disciplines with competence in managing projects of scale with multiple deliverables
• Ability to adapt and can perform efficiently against tight timelines; can operate effectively in ambiguous situations

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.