Manager, Product Management, Consumer Acquisition and Engagement SEA

Our Purpose

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.

Title and Summary

Summary

Consumer Acquisition & Engagement (CA&E) is part of Mastercard Services' suites of capability and responsible for driving new customer acquisition, deepening customer relationship and engagement, which delivers both revenue and differentiation for the company. This is achieved by bringing world-class cutting-edge technology, experience and expertise of running innovative programs across the world.

The role is responsible for driving CA&E product GTM and managing programs with strategic accounts in West and East-Southeast Asia divisions. The individual will drive commercialisation of global and regional CAE products by localizing them leveraging local market insights. Meanwhile, the role will focus on managing loyalty program operation, driving program success, reviewing program KPIs, and identifying opportunity to increase CAE product penetration per client.

The role reports to VP of CAE, SEA and requires working closely with multiple stakeholders across the APAC region, including regional product, implementation, customer service, operations, and sales teams, legal. The individual should have a blend of strong product management, go-to-market, cross functional project skills and business analyst mindset to manage programs effectively. This role demands strong client relationship skill, hands on execution mindset, and the ability to work independently.

The Role

• Serve as the CAE product SME, drive CAE product GTM in SEA markets and work with CAE team on delivering financial/revenue targets for SEA division
• Drive product market fit and provide enhancement needs to the regional product team and external partner to improve existing and/or enhance new features relevant to SEA market.
• Serve as the primary point of contact for clients and provide end to end support in managing existing loyalty programs performance ensuring growth and timely resolution of operational issues
• Own the performance of client’s program and perform quarterly/monthly business review with clients on program success and upgrade
• Engage clients regularly sharing program success KPIs and explore opportunities to cross-sell/upsell of new products to existing clients
• Review the program enhancement or change request and assess the feasibility of enhancement working in partnership with cross functional team
• Collaborate with sales specialists and solution engineers ensuring program requirement are very well documented in form of BRD/SD / CRs etc.
• Work closely with customer service, business operations, billing teams to manage and oversee program operational activities.
• Being the main liaison for clients, coordinating with internal stakeholders on various requests and overseeing implementation of new programs.
• Provide support to broader teams to build future product enhancement roadmaps, product commercialization and cross-product integration.
• Gather market intelligence to stay informed about industry developments and competitive dynamics
• Develop strategic external partnerships to drive the CAE product localisation and penetration in SEA

All About You:

• 5- 8 year experience in product management, product go-to-market and program management experience in loyalty and customer engagement space
• Strong understanding of loyalty and customer engagement needs of FI’s, merchants and FinTech’s. Experience in payment industry, running customer engagement program in SEA markets is preferred
• Self-starter, Independent, Problem solver and ability to drive strategy to execution with speed.
• Experience working in international matrix organizations, managing diverse stakeholders effectively.
• Attentive to details with an ability to influence operation, customer support and implementation team.
• Proven ability to establish collaborative working relationships with internal and external partners and ability to influence and drive business objectives

• Excellent verbal, presentation, and written communication skills

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.