Director, Customer Engagement

Title and Summary

Director - Regional Lead Mastercard Experience Center

Overview

Mastercard Foundry is a global innovation group focused on the evolution of technology and consumer trends and the implication of these forces on the payments and commerce industry. Foundry is a collective of interdisciplinary teams powering Mastercard's ability to create and deliver differentiated products, services, and experiences.

Within the Foundry, the Mastercard Experience Centers (MECs) is a unit that engages with customers to demonstrate Mastercard's solution offerings. The MECs are interactive and immersive spaces designed for our customers and partners to understand the breadth of our brand, explore innovative solutions, and unlock new growth and partnership opportunities. Our platform enables customers to explore digital commerce capabilities relevant to their evolving needs at seven global in‑person locations and through remote‑hosted customer sessions.

Primary Remit

The primary remit of this role is to lead onsite management of the MEC, ensuring global consistency in the end‑to‑end customer experience, operations management, visitor curation and visits. Additionally, the role is responsible for developing and presenting content across a broad range of subjects including digital payments, emerging technology, consumer behaviors, cyber security, data technologies and next‑gen experiences.

Responsibilities

• Manage the day‑to‑day operations of the Experience Center, ensuring all equipment and the overall physical space is running optimally.
• Curate and host customer, policymaker, student, media, and special events.
• Deliver presentations on emerging tech, payment, and commerce trends.
• Gather and measure visitor insights and capture evolving customer needs and market learnings.
• Coordinate with regional account/sales/trade show teams.
• Take a consultative approach and host workshops with clients.
• Manage experiential activations for special events.
• Gain a complete understanding of all MEC features and capabilities and the potential impact on key stakeholders, including customers and partners.
• Develop and distribute all internal and external release related communications, including schedule, system impacts, and release notes.

All About You – Qualifications

• 10+ years of experience in consultative sales, business development, and strategic communications – we strongly prefer payments, SaaS, fintech, or consulting experience.
• Exceptional storytelling skills and demonstrated ability to communicate complex ideas clearly and compellingly, with a portfolio of writing experience.
• Superior relationship‑building skills.
• Design thinking trained and able to facilitate workshops.
• Able to work collaboratively.
• Business and outcome‑focused.
• Highly organized and able to manage multiple priorities.
• Self‑motivated with a track record of delivering success while operating within a fast‑paced, team environment.

Corporate Security Responsibility

• 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.
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Compensation and Benefits

In line with Mastercard’s total compensation philosophy and assuming the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job‑related knowledge, skills, and experience.

Mastercard benefits for full‑time employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of paid sick and safe time, 25 days of vacation time and 5 personal days, pro‑rated based on date of hire; 10 annual paid U.S. observed holidays; 401(k) with a best‑in‑class company match; deferred compensation for eligible roles; fitness reimbursement or on‑site fitness facilities; eligibility for tuition reimbursement; and many more.

Mastercard benefits for interns generally include: 56 hours of paid sick and safe time; jury duty leave; and on‑site fitness facilities in some locations.

Pay Ranges

New York City, New York: $172,000 – $283,000 USD

EEO Statement

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact 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 promptly.

Mastercard is a merit‑based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact 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 promptly.

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