Director, Customer Compensation & Policy

Within Global Customer Experience, you will own the global strategy, architecture, and governance of how HelloFresh compensates customers across all markets and brands. This is a strategic function at the intersection of customer economics, operational data, behavioral experimentation, and cross-functional influence — not a policy maintenance role.

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: define the rules, thresholds, segmentation logic, and automation frameworks that govern recovery decisions at scale.
• Define the principles that govern trade-offs between customer generosity and cost discipline and translate those principles into operational rules.
• 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 understanding how recovery offers shape long-term retention, repurchase behavior, and brand perception.
• Own the global compensation P&L line: tracking spend by market, error category, customer segment, and channel.
• Own the global fraud and abuse prevention framework: the policies, detection logic, thresholds, and escalation paths that protect the business.
• Represent the compensation function in senior forums and hold cross-functional partners accountable for upstream data quality and operational accuracy.

What you'll need

• MBA or equivalent postgraduate qualification.
• 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 both analytical precision and strategic judgment.
• Advanced proficiency in SQL and data analysis; able to build and pressure-test analytical models without delegating the logic to others.
• 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.
• Senior executive presence: able to walk into a GM, COO, or CFO conversation with a clear point of view and leave with alignment.

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.