Director, Customer Compensation & Policy

About the role

<h2>About the Role&nbsp;</h2> <p>Within Global Customer Experience (GCX), our mission is to advance the HelloFresh customer relationship from reactive resolution to proactive, trust-building service. The compensation function sits at the heart of that mission: it is the mechanism through which the business acknowledges failures, restores customer confidence, and, when done well, turns a bad experience into a reason to stay.</p> <p>The Associate Director, Customer Compensation &amp; Policy is responsible for the global strategy, architecture, and governance of how HelloFresh compensates customers across all markets and brands. This is not a policy maintenance role. It is a strategic function that sits at the intersection of customer economics, operational data, behavioral experimentation, and cross-functional influence.</p> <p>You will own one of the most financially material and customer-sensitive levers in the business. You will shape a multi-year roadmap and hold peers in Operations, Technology, Finance, and Market Leadership accountable for the quality of inputs that determine how well and how efficiently we recover customer trust.</p> <p><em>The ideal candidate brings a rare combination: analytical rigor sharp enough to architect a global compensation engine from first principles, and the executive presence to drive adoption across a complex, multi-market organization without formal authority over most of the people they need to move.</em></p> <h2>What You'll Own&nbsp;</h2> <p><strong>&nbsp;Global Compensation Strategy &amp; Engine Architecture</strong></p> <ul> <li>Own the end-to-end strategic vision for how HelloFresh categorizes customer errors and determines compensation across all markets, brands, and contact channels.</li> <li>Lead the design and continuous evolution of the compensation engine: along with Tech, you’ll define the the rules, thresholds, segmentation logic, and automation frameworks that govern recovery decisions at scale.</li> <li>Define the principles that govern trade-offs between customer generosity and cost discipline and translate those principles into operational rules that hold across market complexity and brand variation.</li> <li>Partner with Technology to ensure the compensation engine is scalable, auditable, and capable of supporting dynamic, AI-assisted decisioning as the product evolves.</li> </ul> <p><strong>Experimentation &amp; Behavioral Economics</strong></p> <ul> <li>Set the global roadmap for compensation experimentation: A/B testing across offer types, value levels, channel timing, and segmentation variables.</li> <li>Apply behavioral economics frameworks to compensation design understanding how recovery offers shape long-term retention, repurchase behavior, and brand perception, not just immediate satisfaction.</li> <li>Define the measurement framework for experimentation: what constitutes a successful test, what confidence warrants global rollout, and how results are synthesized into durable policy change.</li> <li>Partner with Analytics &amp; Insights to ensure test design, sample integrity, and rollout analysis meet a rigorous standard of evidence.</li> </ul> <p><strong>Financial Stewardship &amp; Cost Governance</strong></p> <ul> <li>Own the global compensation P&amp;L line: tracking spend by market, error category, customer segment, and channel — and holding yourself accountable to defined cost-per-incident and avoidable-contact targets.</li> <li>Identify and close financial leakage: cases where compensation is being issued without policy justification, at incorrect values, or at the wrong frequency.</li> <li>Build the reporting infrastructure that makes compensation economics visible to GCX leadership, market GMs, and Finance — with the granularity and context needed to drive decisions.</li> <li>Define the right balance between cost optimization and customer lifetime value investment: not just 'spend less' but 'spend where it earns back.</li> </ul> <p><strong>Fraud Policy &a

Skills