Associate Director, Customer Compensation & Policy

The Associate Director, Customer Compensation & Policy is responsible for the global strategy, architecture, and governance of how HelloFresh compensates customers across all markets and brands. You will own one of the most financially material and customer-sensitive levers in the business, shaping a multi-year roadmap and holding cross-functional peers accountable for the quality of inputs that determine how well and efficiently the business recovers customer trust.

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 with Tech, defining rules, thresholds, segmentation logic, and automation frameworks that govern recovery decisions at scale.
• Set the global roadmap for compensation experimentation: A/B testing across offer types, value levels, channel timing, and segmentation variables.
• Own the global compensation P&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.
• Own the global fraud and abuse prevention framework: the policies, detection logic, thresholds, and escalation paths that protect the business without creating friction for genuine customers.
• Represent the compensation function in senior forums, translating customer economics into requirements that peers in Operations, Technology, Finance, and Market GMs must respond to.

What you'll need

• 8–12 years of progressive experience in customer strategy, pricing, operations, or a directly adjacent domain with meaningful exposure to global, multi-market environments.
• MBA or equivalent postgraduate qualification; undergraduate degree in Economics, Business, Engineering, or a quantitative discipline.
• Advanced proficiency in SQL and data analysis; able to build and pressure-test analytical models that underpin policy decisions.
• Fluency with experimentation methodology: test design, statistical significance, holdout analysis, and translation of results into policy.
• Senior executive presence: able to walk into a GM, COO, or CFO conversation with a clear point of view, defend it under pressure, and leave with alignment.
• Demonstrated track record of owning a financially significant operational lever and managing it with both analytical precision and strategic judgment.

Nice to have

• Background in subscription commerce, logistics, or consumer-facing operations; familiarity with customer recovery economics in high-volume, low-margin environments.
• Experience working with or alongside engineering teams to define product and system requirements for rules-based or AI-assisted decisioning tools.