Manager, Product Management - Concierge & Lifestyle Partnerships

The Manager - Concierge & Lifestyle Products and Partnerships will be responsible for sourcing and managing third-party concierge vendors, lifestyle service providers, and experience partners. The ideal candidate combines sharp contract and SLA oversight skills with a product ownership mindset-ensuring best-in-class service delivery today while strategically evolving the proposition for tomorrow.

Key Responsibilities:

1. Partner & Vendor Management

• Identify, negotiate, and onboard concierge and lifestyle vendors aligned with customer value propositions.
• Own the contractual lifecycle: from commercial negotiation to SLA definition, performance tracking, renewal, and exit.
• Manage vendor invoicing, reconciliation, and payment processes in coordination with Finance and Procurement.
• Lead onboarding processes across functions (Legal, Compliance, Risk, Finance, Tech Ops).

2. Operational & Service Excellence

• Monitor service delivery to ensure strict adherence to defined SLAs and KPIs (response time, NPS, fulfilment accuracy).
• Establish and manage regular performance reviews with vendors to address gaps, escalations, and continuous improvement.
• Maintain robust reporting and governance processes to track utilization, customer feedback, and service ROI.

3. Product Ownership & Proposition Development

• Act as a mini-P&L owner for the concierge and lifestyle portfolio, continuously optimizing partner mix, cost, and impact.
• Work closely with Core Product team, front-line sales teams on how to scale and monetize on concierge / lifestyle services by incorporating them into core affluent propositions.
• Gather insights and feedback to refine the offering and inform future enhancements or new product features.
• Benchmark global best practices to elevate the customer experience and drive innovation in the concierge space.

4. Strategic Development & Innovation

• Develop a multi-year roadmap to evolve the concierge and lifestyle ecosystem-focusing on exclusivity, digital access, and personalization.
• Identify emerging trends (e.g., wellness, sustainability, luxury experiences) to expand or pivot the lifestyle proposition.
• Explore ways how AI will complement traditional direct engagement models
• Collaborate with product and partnership leads to embed lifestyle benefits into core card products and digital platforms.

Key Requirements:

• Bachelor's degree in Business, Marketing, Hospitality, or related field (Master's preferred).
• 5-8 years of relevant experience in partnership management, vendor operations, product, or premium services.
• Proven track record in negotiating contracts, managing SLAs, and driving performance with third-party vendors.
• Experience in financial services, hospitality, or luxury/lifestyle sectors is highly advantageous.
• Strong analytical, communication, and stakeholder management skills.
• Entrepreneurial spirit with a customer-first mindset and ability to balance short-term execution with long-term vision.

Why Join Us?

This is a high-impact role at the intersection of partnerships, product, and experience design. You'll have the opportunity to shape premium customer journeys, work with globally recognized vendors, and be part of a forward-thinking team redefining cardholder value.

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.