FAQs
What is the primary responsibility of the Director, Customer Performance?
The primary responsibility is to act as the primary interface with customers and customer-facing teams regarding customer performance metrics such as fraud rate, approval rate, authentication success rate, and compliance with standards within Central Europe.
What kind of experience is required for this position?
The position requires fraud management experience, knowledge in card payments and transaction processing, as well as strong data analytical skills.
Who will the Director, Customer Performance report to?
The Director, Customer Performance will report to the Vice President of Customer Engagement & Performance.
What competencies are essential for this role?
Essential competencies include collaboration, execution, performance, flexibility, and problem-solving skills.
Are there any specific corporate security responsibilities associated with this job?
Yes, all employees must abide by Mastercard’s security policies and practices, ensure the confidentiality and integrity of the information accessed, report any suspected security violations or breaches, and complete all periodic mandatory security trainings.
Will the Director, Customer Performance be involved in sales?
Yes, the role involves identifying opportunities for selling Franchise Solutions and other Mastercard services.
How does this role contribute to problem-solving?
The Director will identify root causes of problems through data analysis and think creatively to implement effective solutions rather than just raising issues.
Is there a focus on engaging with customers during performance issues?
Yes, engaging with customers when there are performance issues, including rule violations, is a key responsibility of the role.
What geographical area does this role focus on?
This role focuses on customer performance within Central Europe.