Director, Customer Performance - EEMEA

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

Director, Customer Performance - EEMEA

The Customer Performance - EEMEA will support the newly formed Customer Care Performance Team (CCPT), within Technology and EEMEA Region. This role will be a key member of the CCPT Leadership team and will support the market in positioning Mastercard as a preferred technology partner, sharing Mastercard’s vision, with regards to technology innovation, culture of security and operational excellence.

The Role
Responsibilities include:
• Facilitate timely and accurate flow of information between product teams and customer facing teams during incidents
• Guided by data and strategic insights, understand regional and divisional customer resilience throughout the full lifecycle, identifying trends and opportunities for improvement.
• Monitor product health and performance trends by region, division, and customer, and collaborate with stakeholders to address any gaps or issues that could impact customer satisfaction.
• Foster deep, strategic relationships within both the GCDC and Global Technology teams to drive preferred outcomes for the region, addressing escalations and bridging any disconnects with customers.
• Lead tech-to-tech engagements with senior-level customers, building trust through transparency, openness, and accountability, while positioning Mastercard as a key partner for innovation, security, and transformation.
• Manage stakeholder engagement and provide leadership during major incidents or crises, ensuring effective communication and swift resolution to minimize customer impact.
• Drive a transformation mindset, encouraging the team to continuously innovate, challenge the status quo, and push the boundaries of what’s possible within the region.
• Shape and execute strategic technology initiatives that elevate Mastercard’s position in the region, while ensuring alignment with broader global goals.

About you:
Working in this team requires a curious mind, an always-on attitude, and a transformation mindset. You thrive in a fast-paced, dynamic environment where strategic thinking and agility are key to driving impactful change. You are passionate about shaping and accelerating transformation, always looking for innovative ways to improve processes and outcomes. As a natural leader, you inspire those around you to think bigger, challenge the status quo, and embrace change as a constant force for growth.
You’ll be part of a destination team, a high-performing group that attracts top talent from across the company. You’re committed to fostering a culture of continuous improvement and pushing the boundaries of what’s possible. Your ability to inspire collaboration, leverage data-driven insights, and develop scalable solutions will not only drive success in your region and in your career but also elevate Mastercard’s position as a global leader in the digital economy.

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.