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About the Role
We are seeking an experienced Marketing & Communications Manager to lead end-to-end customer communications for card products within a large-scale banking transformation program. This role is responsible for delivering clear, compliant, and customer-centric communications across the full migration lifecycle, partnering with cross-functional teams to ensure seamless customer journeys and consistent messaging.
Responsibilities
- Own and deliver end-to-end credit customer communications across all migration stages.
- Execute multi-channel campaigns across BTL channels (EDM, SMS, direct mail, push notifications, in-app).
- Ensure messaging aligns to defined journey logic, triggers, and customer milestones.
- Lead structured delivery across initiatives from discovery and briefing through to execution.
- Define scope, ownership, timelines, and success measures, supported by clear documentation including briefs, journey maps, and messaging frameworks.
- Design and optimise end-to-end credit customer journeys across pre-, during-, and post-migration phases.
- Identify and resolve gaps, duplication, and inconsistencies to ensure a seamless experience.
- Partner with stakeholders across Product, Technology, Data, Change, CX, Legal, Risk, Compliance, and Martech teams.
- Act as the primary credit communications representative and manage risks, dependencies, and escalations.
- Translate business and technical requirements into actionable communication strategies, including messaging structures and templates.
- Support trigger-based and event-driven execution in partnership with Data and Martech teams.
- Ensure all communications meet regulatory and compliance standards, managing approval processes and mitigating risks relating to customer experience, data, and operations.
- Oversee campaign execution and track performance metrics such as engagement and behavioural outcomes.
- Partner with analytics teams to generate insights and optimise performance.
- Lead post-implementation reviews and drive continuous optimisation based on learnings and insights.
Requirements
- 8–12+ years’ experience in marketing, communications, or campaign delivery.
- Experience in financial services and/or large-scale transformation programs.
- Strong capability in multi-channel campaign delivery and customer journey design, with the ability to translate requirements into communications.
- Proven ability to manage multiple workstreams and influence stakeholders in complex environments.
- Customer-first mindset, highly structured and detail-oriented, proactive, and collaborative with strong ownership and accountability.
- 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.
Skills
- Multi-channel campaign delivery
- Customer journey design
- Requirements translation
- Stakeholder management
- Risk management
- Compliance
- Governance
- Campaign execution
- Performance tracking
- Continuous improvement
Experience Level
- 8-12+ years
About the Company
- Mastercard powers economies and empowers people in 200+ countries and territories worldwide.
- Together with our customers, we’re helping build a sustainable economy where everyone can prosper.
- We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible.
- Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.