Manager, Product Management

Title And Summary

Manager, Product Management

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.

Mastercard 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.

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.

• Develop and lead client loyalty programs which includes program management, strategic planning, campaign & marketing plans, P&L forecasting and client relationship building
• Strategically grow client business through identifying pain points and providing additional CA&E solutions
• Represent Mastercard as the “One Voice” (primary contact)
• Lead resource at Mastercard to manage and oversee the partner’s loyalty program
• Oversee operations including cross‑functional team members and vendor management
• Serve as primary contact and point of escalation for any issues
• Manage and prioritize product backlog in partnership with vendor
• Monitor, manage and report on program KPIs
• Conduct and own weekly partner meetings as well as monthly and quarterly business reviews
• Provide thought leadership and strategic direction for 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 an innovative, creative and results‑driven organization? Do you thrive in an ever‑changing and fast‑paced environment?

• Build and maintain strong, long‑lasting customer relationships, developing a trusted advisor relationship with a Canadian Program Partner and Mastercard stakeholders such as customer account managers, Data & Services, customer delivery, implementation and operations teams
• Support all aspects of client loyalty program which includes program & 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
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Support and develop business reviews – regular client meetings to ensure consistent quality delivery of program performance and identify new opportunities to drive retention and increase account revenue
• Provide project oversight, management and coordination with cross‑functional teams
• Participate in and contribute to internal overall account planning and collaborate with respective stakeholders
• Support solution development efforts that best address customer needs, while coordinating the involvement of all necessary cross‑functional teams
• Provide customer feedback that will drive new product development and enhancements to meet client needs in the Canadian market and work with Product and Platform teams
• Maintain account budgets and forecasts and be responsible for establishing and monitoring revenue projection goals
• Drive and maintain high customer satisfaction ratings that meet Mastercard’s standards

• 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
• Previ…