Description
Mastercard is seeking a Director, Cardholder Services (Global Servicing) to define and lead the company's global servicing strategy. The successful candidate will establish and scale best-in-class Affluent and Premium Cardholder Servicing standards across markets.
The role involves developing and managing a multi-year strategic roadmap to scale servicing capabilities, enhance customer experience, and drive measurable business outcomes. The Director will own and optimize the Global Servicing P&L, balancing revenue growth with cost efficiency across global operations and servicing channels.
Key responsibilities include:
- Defining and leading the global servicing strategy, including the development of affluent and premium customer servicing standards
- Developing and managing a multi-year strategic roadmap to scale servicing capabilities and drive business outcomes
- Owning and optimizing the Global Servicing P&L
- Identifying and activating key revenue drivers and monetization opportunities
- Establishing and implementing globally consistent yet locally adaptable servicing models
- Driving transformation toward digital-first, omnichannel servicing
- Partnering with regional leads and GCD&C to align execution with global strategy
- Defining, monitoring, and evolving strategic KPIs to measure customer experience, financial performance, and operational excellence
The ideal candidate will have:
- Proven experience in strategy, product management, or customer experience transformation
- Strong understanding of affluent and premium customer needs
- Demonstrated success in owning and managing P&L performance and identifying growth opportunities
- Highly analytical with the ability to interpret data and make insight-driven strategic decisions
- Experience leading digital and omnichannel servicing innovations
- Exceptional stakeholder management and influencing skills
In terms of compensation, Mastercard offers a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including location, job-related knowledge, skills, and experience. Benefits for full-time employees generally include insurance, flexible spending account and health savings account, paid leaves, 401k with a best-in-class company match, and many more.