Director, Customer Performance - EEMEA

About the role

The Customer Performance – EEMEA Director will join Mastercard’s newly formed Customer Care Performance Team (CCPT) within Technology for the EEMEA region. Reporting to the CCPT leadership, you will help position Mastercard as a preferred technology partner by driving customer resilience, operational excellence and innovation across the region.

Key responsibilities

• Facilitate timely and accurate information flow between product teams and customer‑facing teams during incidents.
• Analyse data and strategic insights to understand regional and divisional customer resilience, identifying trends and improvement opportunities.
• Monitor product health and performance trends by region, division and customer, collaborating with stakeholders to address gaps that could affect satisfaction.
• Build and maintain strategic relationships with Global Customer Data & Communications (GCDC) and Global Technology teams, handling escalations and bridging disconnects.
• Lead tech‑to‑tech engagements with senior customers, promoting transparency, security and innovation.
• Provide leadership and communication during major incidents or crises to minimise customer impact.
• Champion a transformation mindset, encouraging continuous innovation and challenging the status‑quo.
• Shape and execute strategic technology initiatives aligned with global goals to elevate Mastercard’s regional position.

Required profile

• Curious, always‑on attitude with a strong transformation mindset.
• Thrives in fast‑paced, dynamic environments where strategic thinking and agility are essential.
• Passionate about driving change and improving processes.
• Natural leader who inspires teams to think bigger and embrace continuous improvement.
• Experience leading senior‑level technical engagements and managing stakeholder relationships.

Required skills