Customer Care Manager à Singapour

Manager, Customer Success - Priceless Platform Digital Marketing

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.

Manager, Customer Success - Priceless Platform Digital Marketing

Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities.

As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be a part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless.

The Priceless Platform team operates with a start-up mentality within the broader Consumer Marketing team and Mastercard. The goal of this team is to build out the Priceless Platform technology to be the hub for all consumer-facing content across Mastercard for B2C (www.priceless.com), and a revenue-driving product solution for B2B2C (for Mastercard B2B customers who can leverage the Priceless Platform technology and content via API or co-branded microsite to engage their customers).

The Priceless Platform team is looking for an Manager, Customer Success to focus on B2B customers leveraging the Priceless Platform. This role will be responsible for managing the customer relationship, ongoing support, and growth once launched to ensure ongoing and successful use of the Priceless Platform.

The ideal candidate is passionate about the consumer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset. This role supports AP and EEMEA and requires English. Additional language skills are a plus. The role is based in the Singapore office and will support customers across the regions while working with globally-dispersed colleagues.

This role is customer-facing and supports the global B2B2C Priceless Platform team in retaining and maximizing the lifetime value of the platform for all customers and expanding customer implementations to drive cardholder engagement and usage. You will work with many stakeholders across the Priceless Platform team (including, but not limited to the integration team, regional leads, production team, supply team, development team, and operations team) and the broader Mastercard organization (including, but not limited to Legal, Privacy, Regional Marketing, Customer Account Management, and Data & Services teams).

As this is a strategic headcount that is a part of our Global Integrated Marketing Communications (IMC) division, you will be given opportunities to proactively support Global project initiatives fostering collaboration and innovation across time zones.

• Act as client-facing account manager and project manager for various customers globally.
• Become proficient in the technology capabilities of the Priceless Platform to develop and present solutions to meet customer needs.
• Build mockups of UX flows, merchant, charity and product pages for review by partners, teammates, etc. for all content types, campaigns and programs.
• Collaborate with various internal teams (marketing/sales, loyalty, fulfillment, market partners, and accounting) to ensure seamless program launches and execution in a program management capacity.
• Measure program performance and develops metrics and specifications to track program performance. Delivers performance results on a regular cadence for customer, Custom Account Management teams, and internal leadership.
• Experience leveraging multiple sources of data to identify insights for a customer or to serve as the basis for new customer strategies with the platform.
• Foster team partnership with various internal teams (sales, content, marketing, D&S) regarding the health of a customer relationship and early warning of potential customer risk.
• Drive customer renewals by demonstrating ongoing value and success.
• Ability to work in the platform admin tool to make updates to cobranded pages, merchandise, or troubleshoot.
• Provide input into new functionality and overall process improvement and play a crucial role in testing new functionality prior to and following releases.
• Partner with production and operations to ensure that products are properly built, descriptions are accurate and well-positioned and optimized for success.
• Identify opportunities for upselling/cross selling additional products/services.
• Strengthen customer advocacy and case studies.
• Prepare solution-oriented ideas around client integrations and recommend program improvements leveraging research, best practices, competitive audits, etc. and working with operations and dev to implement the ideas based on priority and need.

• Bachelor of Arts/Marketing or equivalent education.
• 6-8 years' experience working in client-facing roles bringing Digital Marketing solutions and projects to fruition.
• Proven track record in driving successful digital marketing campaigns for online commercial platforms and microsites in partnership with clients.
• Passion for helping customers and ensuring their success.
• Ability to understand and relate to customer needs and concerns.
• Comfortable working in a fast-paced environment with highly functioning team (dispersed globally), adjusting to changing priorities.
• Creative problem-solving skills to leverage new ideas for customer engagement.
• Extensive experience working with internal colleagues across functions and job families.
• Storytelling skills to make customer success stories more impactful.
• Demonstrated success building relationships and delivering results with global, multi-cultural or remote project teams.
• Self-directed, well organized, and extremely detail oriented.
• Excellent written communication as well as oral presentation skills to internal and external stakeholders.
• Service-oriented and proactive.
• Project management skills with the ability to handle numerous high priority items with tight deadlines.
• Willingness and ability to learn and take on challenging opportunities with a self-starter mindset.
• Creative problem solver and able to drive a project from inception to launch.
• Team player with willingness and ability to learn and take on challenging opportunities and to work as a member of diverse and geographically distributed team.
• Knowledge of Figma Prototyping is a plus.
• Willing to travel (10% of the time).

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.

Job ID R-239313