Specialist, Program Management, Customer Engagement

Description

The company operates in 200+ countries and territories and offers digital payments designed to be safe, easy, intelligent and open to all.

The Consumer Acquisition & Engagement team needs a client-focused Product Management Specialist to run customer-engagement and card-portfolio work across several markets.

The job combines client relationship management, product and engagement know-how, and hands-on delivery.

You will take a client's acquisition, engagement, usage and transaction goals, turn them into campaigns or solutions, and organise delivery with internal teams, vendors and outside partners.

You own each initiative end to end, from the first client request through build, rollout, reporting, financial settlement and follow-up, while staying close to both client and operational detail.

Responsibilities

• Look after day-to-day relationships with your assigned clients and learn their engagement and card-portfolio goals in depth.
• Turn client needs and customer insights into campaigns, product changes or practical engagement fixes.
• Run acquisition, engagement, loyalty and promotion initiatives from first brief to implementation, monitoring, reporting and close.
• Help clients grow card sign-ups, customer engagement, card use and transaction volume.
• Analyse customer, campaign and portfolio data to spot opportunities and make practical recommendations.
• Help shape customer-facing products, propositions and experiences.
• Track timelines, milestones, dependencies, risks and agreed actions across several parallel initiatives.
• Produce reports, presentations and supporting documents for clients and internal stakeholders.
• Arrange agreements, campaign funding, budgets, costs and financial settlement with Finance, suppliers and partners.
• Keep campaign, financial and reporting records accurate and up to date.
• Work with Marketing, Advisors, Product, Managed Services, Finance and other teams on joined-up client solutions.
• Manage external vendors and partners involved in product, programme and campaign delivery.
• Spot ways to improve customer journeys, campaign results and current delivery methods.
• Deal with blockers, fix delivery problems and keep clients and internal teams informed.
• Take personal ownership of your clients, initiatives and agreed results.

Requirements

• You have a track record of owning client, customer or business-partner relationships.
• You have delivered customer-engagement, product, portfolio, campaign or similar client work.
• You can turn client goals and customer needs into structured actions or workable solutions.
• You have managed work through the full delivery cycle, including implementation, reporting and follow-up.
• You can balance client-facing work with detailed operational ownership.
• You stay organised and can handle several initiatives, priorities and deadlines at once.
• You solve problems independently and take responsibility for outcomes.
• You communicate, present and build relationships well.
• You work well with clients, internal stakeholders, partners and suppliers.
• You have handled budgets, suppliers, agreements, campaign funding or financial reconciliation.
• You can use customer, campaign or portfolio data to build practical recommendations.
• You are customer-focused, commercially aware and keen to improve engagement and customer results.
• You are proactive and adaptable, and can work independently once onboarding is complete.
• You speak and write English well enough to collaborate in an international setting.
• Would support success: experience in banking, cards, payments, fintech, loyalty, CRM or portfolio management.
• Would be beneficial: experience working across markets or with international stakeholders.

Conditions

Everyone working for or on behalf of the company must follow its security policies, protect the confidentiality and integrity of information, report suspected breaches and complete mandatory security training.

Benefits

• The role offers international exposure, clear ownership of client results and the chance to propose ideas for customer journeys, product performance and cardholder engagement.