Account Support Manager
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, a technology innovation lab, and the home of Priceless ®. 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.
Account Support Manager
Mastercard Loyalty Solutions is a leading provider of loyalty and rewards services across the Asia Pacific region. Headquartered in Auckland, we are a leading rewards program manager and our customer base includes financial institutions and merchants.
This role is an Issuer Program Management (IPM) role with responsibility for managing the day to day program operations for some of Mastercard's issuing customers.
Working direct with the customer(s) and also with internal Mastercard stakeholders, the role is critical in delivering on all program BAU requirements including adherence to contractual requirements and agreed service levels.
•Customer point of contact, providing day to day account and program management, establishing productive, professional relationships with key personnel in issuer accounts and well as internal cross-functional teams to deliver on all BAU, contractual and service level requirements.
•Provide input in to Strategic Account Plan and execution of day to day program activities to achieve plan.
•Create budgets and forecasts and manages to revenue targets on a monthly basis in conjunction with Programme Manager.
•Works with Finance to implement monthly billing for routine, regular program invoicing
•Raises billing requests for all (non-routine) billing.
•Review and approve client billing.
•Partner with internal stakeholders to ensure (i) review of QBRs (ii) contractual SLAs are met and reported to customers - per Issuer requirements.
•Ensure monthly management packs are prepared and issued to customers as required.
•Input in design of 12 month Communications Plan to drive (i) Issuer objectives and (ii) Loyalty Solutions financial objectives (considers revenue / margins derived from each product).
•Work with client marketing team to prepare Sourcing Content Briefs and Campaign briefs for secured Communications, setting clearly defined objectives of communication. Work with internal stakeholders on Campaign Timing plan and manage Issuer facing approvals and updates.
•Manage program content (online and selection for comms) including Content Sourcing briefs, offer and benefits selection (tactical) and offer placement on program websites. Tactical selection to drive redemption volume and redemption mix.
•Configure new rewards catalogs and maintain all ensuring differentiation from other programs.
•Work with customers and internal stakeholders to optimize communications plans, reviewing past results and adjusting as required.
•Ensuring briefing packs are prepared for contact centre as required and assist in resolution of any customer related enquiries.
All About You
Essential knowledge, skills and experience includes:
•Successful client/relationship management
•Strong internal stakeholder management skills
•Strong campaign management skills
•A focus on delivering positive outcomes for Mastercard Loyalty Solutions customers
•An understanding of the New Zealand Loyalty landscape
•Detailed understanding of program financials and key drivers
•Broad understanding of the Mastercard Loyalty Solutions business in New Zealand and Mastercard business overall
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 firstname.lastname@example.org 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.
See Inside the Office of Mastercard
Mastercard operates one of the world’s fastest payment processing networks, connecting consumers, financial institutions, merchants, governments, and businesses in hundreds of countries around the world. The company’s products and solutions aim to make everyday activities such as shopping, traveling, running a business, and managing finances easy, secure, and efficient for everyone.
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