Director - Loyalty Customer Success Lead - West Arabia & Africa

Director – Loyalty Customer Success Lead – West Arabia & Africa

Mastercard is seeking a visionary and results-driven Director – Loyalty Customer Success Lead to spearhead our loyalty program initiatives across West Arabia and Africa. In this pivotal role, you will drive strategic partnerships, enhance customer engagement, and deliver exceptional value to our clients and their loyalty program members. Reporting directly to senior leadership, you will play a critical role in shaping the future of loyalty solutions in one of the fastest-growing markets.

As the Director of Loyalty Customer Success, you will lead a high-performing team dedicated to ensuring seamless execution of loyalty programs, fostering long-term client relationships, and maximizing program adoption and retention. Your expertise will be instrumental in aligning loyalty strategies with business objectives, leveraging data-driven insights to optimize member experiences, and driving revenue growth through innovative solutions.

Key Responsibilities:

• Strategic Leadership: Develop and implement loyalty program strategies tailored to the unique needs of West Arabia and Africa, ensuring alignment with Mastercard’s global vision while addressing regional market dynamics.
• Client Success: Act as the primary point of contact for key clients, delivering exceptional service, resolving complex challenges, and ensuring program success through proactive engagement and continuous improvement.
• Team Management: Lead and mentor a cross-functional team of loyalty specialists, customer success managers, and program analysts, fostering a culture of collaboration, innovation, and excellence.
• Market Expansion: Identify and capitalize on growth opportunities in emerging markets, driving adoption of loyalty programs through targeted outreach, strategic partnerships, and data-driven insights.
• Performance Optimization: Monitor key performance indicators (KPIs) and program metrics, leveraging analytics to refine strategies, enhance member engagement, and drive measurable business outcomes.
• Innovation & Collaboration: Collaborate with product, technology, and marketing teams to develop cutting-edge loyalty solutions, ensuring seamless integration with Mastercard’s ecosystem and industry best practices.
• Regulatory & Compliance: Ensure all loyalty program activities adhere to regional regulations, industry standards, and Mastercard’s compliance policies, mitigating risks while maintaining program integrity.

This role is based in Riyadh and offers an exciting opportunity to make a significant impact in a dynamic and high-growth region. You will work in a fast-paced, collaborative environment with access to world-class resources, cutting-edge technology, and a global team of industry leaders.

The ideal candidate will possess a proven track record in loyalty program management, customer success leadership, and strategic business development. With a deep understanding of consumer behavior, market trends, and loyalty program economics, you will bring both strategic vision and operational excellence to this role. Mastercard is committed to fostering diversity, inclusion, and innovation, and we encourage candidates from all backgrounds to apply.

Join Mastercard and help shape the future of loyalty in West Arabia and Africa—where your leadership will drive meaningful change and deliver exceptional value to clients and members alike.