Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, weāre helping build aĀ sustainableĀ economy where everyone can prosper. We support a wide range of digital payments choices, making transactionsĀ 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 Engagement
Who is Mastercard?
We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, and a technology innovation lab. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Job Title
Director - Regional Lead Mastercard Experience Center
Overview
Mastercard Foundry is a global innovation group focused on the evolution of technology and consumer trends and the implication of these forces on the payments and commerce industry. Foundry is a collective of interdisciplinary teams powering Mastercard's ability to create and deliver differentiated products, services, and experiences.
Within the Foundry, the Mastercard Experience Centers (MECs) is a unit that engages with customers to demonstrate Mastercard's solution offerings. The MECs are interactive and immersive spaces designed for our customers and partners to understand the breadth of our brand, explore innovative solutions, and unlock new growth and partnership opportunities. Our platform enables customers to explore digital commerce capabilities relevant to their evolving needs at seven global in-person locations and through remote-hosted customer sessions.
The primary remit of this role is to lead onsite management of the MEC, ensuring global consistency in the end-to-end customer experience, operations management, visitor curation, and visits. Additionally, the role is responsible for developing and presenting content across a broad range of subjects, including digital payments, emerging technology, consumer behaviors, cyber security, data technologies, and next-gen experiences. Qualified candidates will be able to answer the following questions:
ā¢ Are you comfortable sharing stories with diverse groups of varying seniority?
ā¢ Are you able to manage a diverse set of stakeholders?
ā¢ Can you demonstrate strategic thinking and how that applies to business development activities?
ā¢ Do you have experience in managing and facilitating content workstreams?
ā¢ Can you work with partners to produce creative content for a variety of customer segments?
Role
Your day-to-day responsibilities will include being the principal Mastercard ambassador managing the regional MEC end-to-end visitor journey and operation, collaborating cross-functionally at a global and regional level. Daily, you'll host a variety of stakeholders and interact across Mastercard to ensure internal and external customer satisfaction. You will partner with partners in the Foundry, regional innovation leads, product and R&D, product, communications, marketing, and account to prioritize product demos and maintain technical requirements to deliver an optimal experience to customers and stakeholders.
Your day-to-day responsibilities will include producing custom presentations to articulate Mastercard's leadership position in payments/Fintech, inclusive growth, cybersecurity, data services, and innovation through thought leadership and content strategy.
The right person for this position will demonstrate a high level of creative problem-solving, a strong personal presence, the ability to manage change, thrive under pressure, a focus on execution, details, and organization.
Responsibilities:
Manage the day-to-day operations of the Experience Center, ensuring all equipment and the overall physical space is running optimally
ā¢ Curate and host customer, policymaker, student, media, and special events
ā¢ Deliver presentations on emerging tech, payment, and commerce trends
ā¢ Gather and measure visitor insights and capture evolving customer needs and market learnings
ā¢ Coordination with regional account/sales/trade show teams
ā¢ Take a consultative approach and host workshops with clients
ā¢ Manage experiential activations for special events
ā¢ Gain a complete understanding of all MEC features and capabilities and the potential impact on key stakeholders, including customers and partners.
ā¢ Develop and distribute all internal and external release related communications, including schedule, system impacts, and release notes
ā¢ Manage the day-to-day operations of the Experience Center, ensuring all equipment and the overall physical space are running optimally
ā¢ Curate and host customer, policymaker, student, media, and special events
ā¢ Deliver presentations on emerging tech, payment, and commerce trends
ā¢ Gather and measure visitor insights and capture evolving customer needs and market learnings
ā¢ Coordination with regional account/sales/trade show teams
ā¢ Take a consultative approach and host workshops with clients
ā¢ Manage experiential activations for special events
ā¢ Gain a complete understanding of all MEC features and capabilities and the potential impact on key stakeholders, including customers and partners.
All About You
ā¢ 10+ years of experience in consultative sales, business development, and strategic communications--we strongly prefer payments, SaaS, FinTech, or consulting experience.
ā¢ Exceptional storytelling skills and demonstrated ability to communicate complex ideas clearly and compellingly, excellent written and verbal communication skills, with a portfolio of writing experience.
ā¢ Superior relationship-building skills
ā¢ Design thinking trained and able to facilitate workshops
ā¢ Able to work collaboratively
ā¢ Business and outcome-focused
ā¢ Highly organized and able to manage multiple priorities
ā¢ Self-motivated with a track record of delivering success while operating within a fast-paced, team environment
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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 Mastercardās 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 Mastercardās guidelines.
In line with Mastercardās total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered 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 but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many mor