Find Director, support & retention experience Jobs in Dublin, D

Director, Support & Retention Experience
Mastercard —Dublin, County Dublin
- Full-time
- Master's degree
- Bachelor's degree
- AI
1d
Regional Sales Director | UK & Ireland
Stateside Brands LLC —Dublin, County Dublin
- €130,000–€150,000 a year
- Remote
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
7d
Director, Customer Support
Vectra —Dublin, County Dublin
- Salesforce
- Mentoring
- Linux
- Work from home
- Life insurance
Quick apply
Head of Customer Experience | Dublin (Hybrid)
Hadfield Green —DUBLIN 2, County Dublin
- Leadership
Internal Account Director (Recruitment & Retention)
サイネオス・ヘルス —Dublin, County Dublin
- €97,300–€170,300 a year
- Remote
- Microsoft Office
- Leadership
Director, Strategy & Operations
Optum —Dublin, County Dublin
- Full-time
- Presentation skills
- Organisational skills
- Agile
5d
Mission Director
Nazareth Care Ireland —Dublin, County Dublin
- Full-time
- Leadership
- Communication skills
Quick apply
Head of Individual Giving (MSF IE)
MSF UK —DUBLIN 2, County Dublin
- €72,198 a year
- Analysis skills
- Communication skills
Quick apply
12h
Director, European and UK Public Policy
Whatnot —Dublin, County Dublin
- €200,000–€276,000 a year
- Full-time
- Hybrid work
- Communication skills
- Work from home
12d
Associate Director – Client Onboarding
Waystone —Dublin, County Dublin
- Full-time
- Hybrid work
- Project management
- Communication skills
Quick apply
Area Director
IVC —Dublin, County Dublin
- Remote
- Mentoring
- Leadership
Creative Excellence Senior Director - International Beverages
PepsiCo —DUBLIN 2, County Dublin
- Remote
- Leadership
- Communication skills
Assistant Director of Operations
Cheeverstown House —Dublin, County Dublin
- €89,292–€98,858 a year
- Full-time
- Leadership
- Nursing
Quick apply
8d
Director - Ireland
CCS Fundraising —Dublin, County Dublin
- €50,000–€80,000 a year
- Full-time
- Analysis skills
- Computer skills
- Business
Director, Client Service Manager
The Bank of New York Mellon Corporation —Dublin, County Dublin
- Full-time
- Master's degree
- Bachelor's degree
- Business
Director, Government Affairs & Policy – Ireland
Mastercard —Dublin, County Dublin
- Full-time
- Communication skills
6d
Senior Director Corporate Strategy
IPL Schoeller —DUBLIN 2, County Dublin
- Hybrid work
- Finance
- Master's degree
- Analysis skills
Quick apply
7d
Director of Sales
MarketStar —Dublin, County Dublin
- €100,000–€140,000 a year
- Full-time
- Management
- Sales
- Master's degree
- Employee assistance program
Private Banking Relationship Manager
PTSB —Dublin, County Dublin
8d
District Manager - ROI
Wingstop - Senior Operations —DUBLIN 22, County Dublin
- €70,000–€75,000 a year
- Full-time
- Management
- Leadership
- Restaurant experience
- Annual leave
- Employee discount
Quick apply
8d

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Director, Support & Retention Experience

Mastercard -
Dublin, County Dublin

Apply Now

Job details

Full-time
1 day ago

Qualifications

Master's degree
Bachelor's degree
AI
Business

Full job description

Our Purpose

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.

Title and Summary

Director, Support & Retention Experience

Our Purpose
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 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.

The Role

This is a strategic leadership role at the heart of MACS's growth, focused on ensuring that every customer who joins the platform succeeds, stays, and gets more value over time. As we move to automated onboarding at scale, customers who struggle during setup risk dropping off silently. And once customers go live, there is currently no dedicated function watching over them. This role exists to close both gaps.

You will build and lead the Support and Retention Experience function from the ground up, defining how we monitor customer health, how we respond when things go wrong, and how we help customers grow their use of the platform over time. Your work will directly influence retention, platform adoption, and the long-term commercial performance of MACS, giving you meaningful visibility and impact at senior levels.

Beyond day-to-day operations, this role offers the opportunity to build durable systems that last, translating complex customer signals into clear, scalable interventions that empower teams and improve outcomes. It is an ideal role for someone who thrives on building, leads through influence, and is energized by the challenge of creating a function that does not yet exist.

What you'll be doing

Own the customer health monitoring strategy: define the signals, health scores, and thresholds that give all teams a shared, real-time view of how every customer is doing across onboarding and production

Build the post-production support function: establish the team, SLAs, escalation paths, and tooling that keep every live MACS customer continuously supported

Design and operationalize automated playbooks: codify responses to common failure modes so that support is fast, consistent, and scalable without proportional headcount growth

Drive cross-functional alignment on data and integration: connect signals from Developer Zone, Product Express, and onboarding systems into one shared data layer that underpins all support automation

Identify growth and expansion opportunities: use usage patterns to surface customers ready for additional platform capabilities and close the loop with commercial and product teams

Provide senior leadership with clear visibility into customer health, support performance, and retention trends

Build, coach, and lead a high-performing team, setting clear expectations and development paths

All About You

Significant experience in customer success, support, or retention in a B2B platform or technology business, with a track record of building functions from an early stage

Strong familiarity with API-based, developer-facing products and the ability to translate technical signals into customer experience insight

Demonstrated understanding of how AI and automation can drive operational efficiency, including automating playbooks, powering health monitoring, and scaling interventions

Proven ability to influence senior stakeholders and align diverse cross-functional teams across product, engineering, data, and commercial

Strong strategic thinking paired with disciplined execution

Bachelor's degree required; MBA preferred

Experience in payments, fintech, or developer platform environments is a strong advantage

What success looks like

Every customer who stalls during onboarding is identified and recovered before they disengage

Every live production customer is continuously monitored, with problems caught and resolved before they affect the customer's business

Leadership has confidence and clear visibility into customer health, support performance, and retention outcomes

Teams across product, commercial, and engineering are aligned around a single, shared view of customer status

Customers stay longer, use more of the platform, and feel like they have a long-term partner rather than just a vendor they signed up with once

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.

Apply Now

Refine Your Search

director, support & retention experience jobs in dublin, d

Director, Support & Retention Experience

Regional Sales Director | UK & Ireland

Director, Customer Support

Head of Customer Experience | Dublin (Hybrid)

Internal Account Director (Recruitment & Retention)

Director, Strategy & Operations

Mission Director

Head of Individual Giving (MSF IE)

Director, European and UK Public Policy

Associate Director – Client Onboarding

Area Director

Creative Excellence Senior Director - International Beverages

Assistant Director of Operations

Director - Ireland

Director, Client Service Manager

Director, Government Affairs & Policy – Ireland

Senior Director Corporate Strategy

Director of Sales

Private Banking Relationship Manager

District Manager - ROI

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