Associate Director, Global Customer Experience & Compensation Strategy

The role

You will lead the global strategy, architecture, and governance for how HelloFresh compensates customers. You will manage the compensation engine, drive experimentation, and oversee the global compensation P&L.

What you will do

• Own the end-to-end strategic vision for customer compensation across all markets, brands, and channels.
• Lead the design and evolution of the compensation engine with Technology teams.
• Set the global roadmap for compensation experimentation and A/B testing.
• Apply behavioral economics frameworks to compensation design.
• Own the global compensation P&L line and track spend.
• Identify and close financial leakage.
• Build reporting infrastructure for compensation economics.
• Own the global fraud and abuse prevention framework.
• Lead the governance rhythm for policy including quarterly reviews.
• Represent the compensation function in senior forums and hold cross-functional partners accountable.

Required qualifications

• MBA or equivalent postgraduate qualification
• 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
• Experience in global, multi-market environments
• Track record of owning a financially significant operational lever
• Experience leading and developing teams
• Advanced proficiency in SQL and data analysis
• Fluency with experimentation methodology
• Experience working with or alongside engineering teams
• Comfort with financial modeling

Nice to have

• Background in subscription commerce, logistics, or consumer-facing operations
• Familiarity with the economics of customer recovery in high-volume, low-margin environments

Benefits

• 75% discount on weekly HelloFresh and Chefs Plate meal kits
• 50% off weekly Factor meal box
• Health and Dental benefits from day 1
• Health Spending Account
• Unlimited access to the Headspace app
• 25% discount on GoodLife fitness memberships
• Competitive RRSP matching program
• Generous vacation and PTO
• Parental leave top-up program
• Development opportunities and L&D fund
• Team socials and company days

About the company

HelloFresh is a company where the compensation function helps advance the customer relationship from reactive resolution to proactive, trust-building service.