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Associate Director, Customer Compensation & Policy
Contract type
Ongoing
Work mode
Remote · Berlin, Germany
Experience
Senior · 8+ years
Job description
The Associate Director, Customer Compensation & Policy owns the global strategy, architecture, and governance of how HelloFresh compensates customers across all markets and brands. The role sits within Global Customer Experience and combines customer economics, operational data, behavioral experimentation, and cross-functional influence.
At a glance
- Work mode
- Remote · Berlin, Germany
- Languages
- English
What you'll do
- Own the end-to-end strategic vision for how HelloFresh categorizes customer errors and determines compensation across all markets, brands, and contact channels
- Lead the design and continuous evolution of the compensation engine, defining rules, thresholds, segmentation logic, and automation frameworks with Tech
- Define the principles governing trade-offs between customer generosity and cost discipline and translate them into operational rules
- Partner with Technology to ensure the compensation engine is scalable, auditable, and capable of supporting dynamic, AI-assisted decisioning
- Set the global roadmap for compensation experimentation: A/B testing across offer types, value levels, channel timing, and segmentation variables
- Apply behavioral economics frameworks to compensation design
- Define the measurement framework for experimentation, including what constitutes a successful test and what confidence warrants global rollout
- Partner with Analytics & Insights on test design, sample integrity, and rollout analysis
- Own the global compensation P&L line, tracking spend by market, error category, customer segment, and channel against cost-per-incident and avoidable-contact targets
- Identify and close financial leakage in compensation issuance
- Build reporting infrastructure that makes compensation economics visible to GCX leadership, market GMs, and Finance
- Define the balance between cost optimization and customer lifetime value investment
- Own the global fraud and abuse prevention framework: policies, detection logic, thresholds, and escalation paths
- Lead the governance rhythm for policy: quarterly reviews, market exception management, escalation adjudication, and framework versioning
- Act as the final authority on complex, cross-market policy gaps
- Maintain global standards while creating principled space for market-level adaptation
- Represent the compensation function in senior forums, translating customer economics into requirements for Operations, Technology, Finance, and Market GMs
- Hold cross-functional partners accountable for upstream data quality, operational accuracy, and system reliability
- Drive adoption of policy changes across markets and brands with communication and change management plans
- Influence at VP and Director level across multiple functions
What we're looking for
- MBA or equivalent postgraduate qualification required
- Undergraduate degree in Economics, Business, Engineering, or a quantitative discipline
- 8–12 years of progressive experience in customer strategy, pricing, operations, or a directly adjacent domain with meaningful exposure to global, multi-market environments
- Demonstrated track record of owning a financially significant operational lever and managing it with analytical precision and strategic judgment
- Prior experience leading and developing teams; comfort operating as a senior individual contributor and a people leader simultaneously
- Advanced proficiency in SQL and data analysis; able to build and pressure-test analytical models underpinning policy decisions
- Fluency with experimentation methodology: test design, statistical significance, holdout analysis, and translation of results into policy
- Experience working with or alongside engineering teams to define product and system requirements for rules-based or AI-assisted decisioning tools
- Comfort with financial modeling: building the business case for compensation investment, forecasting spend impact, and tracking actuals against plan
- Senior executive presence: able to engage GM, COO, or CFO conversations with a clear point of view and leave with alignment
- Structured and decisive under ambiguity
- Genuinely collaborative across markets and functions
Nice to have
- Background in subscription commerce, logistics, or consumer-facing operations strongly preferred
- Familiarity with the economics of customer recovery in high-volume, low-margin environments is a distinct advantage
Your team
Global Customer Experience (GCX)
The compensation function sits at the heart of GCX's mission to advance the HelloFresh customer relationship from reactive resolution to proactive, trust-building service.
Benefits
Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy, as well as a home office set up budget
- Modern and comfortable working space with great co-workers in Berlin-Kreuzberg
- Discount for HelloFresh boxes and Convini products
- Development possibilities along with internal trainings and a yearly Learning & Development budget
- Extensive Onboarding and Buddy Program
- Social events including team events, Friday beers, company runs, book club, etc.
- Discounted fitness offers with Urban Sports Club and John Reed partners and yoga classes
- Well-being initiatives in cooperation with Headspace and Spill
- Childcare and company pension scheme benefit
- Monthly transportation budget via NAVIT
Apply
Direct apply at hellofresh
Opens the job posting at hellofresh
About HelloFresh
Mission
Within Global Customer Experience (GCX), our mission is to advance the HelloFresh customer relationship from reactive resolution to proactive, trust-building service.
Partners & customers
Urban Sports ClubJohn ReedHeadspaceSpillNAVITConvini