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Personalization Strategy Service Lead, US- Dynamic Yield
3 months ago
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Personalization Strategy Service Lead, US- Dynamic Yield
Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.
Professional Service Strategy Lead, US- Dynamic Yield
The Personalization Strategy Service Lead will assume responsibilities of a Strategic Consultant in our team, with additional managerial responsibilities to monitor customers deliveries and KPIs, while growing the team and managing career development.
Customer responsibilities:
• Perform sophisticated quantitative analyses (Google Analytics, Omniture, Tableau) that translates eCommerce data into actionable personalization strategy roadmaps
• Coordinate and lead cross-functional teams to advance project execution based on the strategic plan
• Analyze and track progress against the plan and report back on the success of the program internally and externally
Innovate on new ways of leveraging our service portfolio to create high impact personalized customer experiences across different industry verticals
• Act as a personalization strategy expert in front of executives in high profile clients
• Communicate project status and issues internally across multiple organizational levels
• Own outcomes including risk management and mitigation, and client value realization
Team responsibilities:
• Building a high-performing team - employees development programs
• Onboarding and training thoroughly
• Planning and prioritizing customers among the team, tasks, risks and escalations
• Engaging in times of change
• Encouraging motivation - proactively convey messages remotely
• Creating resilience for their team
• Monitor customers allocated hours and KPIs to drive the usage of our services
• Build and maintain great working relationships with customers and internal colleagues
• Utilize internal relationships to grow your knowledge
• Promote client forums and webinars
• Obtain reference sites, case studies, and referrals where possible
• Manage the team to ensure we retain and grow our customers
• Managing our multicultural, multilingual Strategic Service team in the region so they thrive in their roles.
• Creating and implementing Strategic Services processes
• Advocating for our customers across the business
• Working with regional Customer Success Managers & Account Directors to ensure company-wide collaboration and alignment in front our customers
• Keeping up to date with Personalization trends and tools and ensuring we're staying ahead of the game
• Mentoring
• Engaging with authority
Tasks at hand:
• 3-5 direct reports
• Completion of performance reviews
• Training and development of your team members
• Holiday Approvals and Management
• Goal settings and ensuring team members stay on track via weekly / bi-weekly meeting
• Encourage cross team collaboration across regions
• Represent management communications in a professional way in front of team members
• Ability to convey messages and constructive feedback
Manage MBOs
• Take responsibility for Strategic Services specific KPIs (Renewals and Upsells)
• Run POD meetings and follow ups on upcoming renewals & high risk next steps, while aligning the ADs and CSMs on next steps and follow ups
• Own executive relationship with your teams' customer base
• Own internal renewal strategy meetings
• Cross team collaboration
• Support and drive team specific goals
• Contribute to weekly exec updates
• Collaborate with Marketing team to execute customer events, and have
• customer speakers for main events in region
• Up to 3 Strategic Service customers
• Delivery of strategic campaign roadmaps meeting customer objectives
• Delivery of managed services for campaign development
About You:
The essentials we need from you:
• You are a driven and people-first manager with the ability to inspire your team. Your passion for better personalization across all channels shines through in all you do,
• You have 3+ years of experience in a customer-facing management role in a B2B SaaS environment. You are familiar with all aspects of the personalization and conversion rate optimization, and have built high performing teams and processes,
• You act as a player-coach: you lead the way by doing and you support and help your team develop the skills needed
• You build connections easily and are able to influence, negotiate, and build consensus with different stakeholders and personas,
• You combine the ability to think strategically and execute tactically to drive results,
• You have excellent communication and presentation skills, and an analytical and process-oriented mindset
Base Salary, NYC- $124-$140K
In the US, 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 [redacted] 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 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.
