ГерманияDirector, Customer Compensation & Policy
1 мес. назад
ГерманияDirectorOnsite
data analysisstrategycross-functional collaborationcustomer experiencefinancial modeling
Responsible for global strategy, architecture, and governance of customer compensation across markets.
Обязанности
- Within Global Customer Experience (GCX), our mission is to advance the 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.
- The Associate Director, Customer Compensation & Policy is responsible for the global strategy, architecture, and governance of how 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.
- 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.
- 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.
Требования
- 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 both analytical precision and strategic judgment.
- Prior experience leading and developing teams; comfort operating as a senior individual contributor and a people leader simultaneously.
- 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.
Условия
- Own the end-to-end strategic vision for how categorizes customer errors and determines compensation across all markets, brands, and contact channels.
- 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.
- 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.
- Partner with Technology to ensure the compensation engine is scalable, auditable, and capable of supporting dynamic, AI-assisted decisioning as the product evolves.
- Modern and comfortable working space with great co-workers in Berlin-Kreuzberg
- Discount for boxes and Convini products
- Development possibilities along with internal trainings and a yearly Learning & Development budget
- Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy, as well as a home office set up budget
- Extensive Onboarding and Buddy Program
- Social events including team events, Friday beers, company runs, book club, etc.
- Discounted fitness offers with our 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
Другое
- 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, not just immediate satisfaction.
- 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.
- Partner with Analytics & Insights to ensure test design, sample integrity, and rollout analysis meet a rigorous standard of evidence.
- 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.
- Identify and close financial leakage: cases where compensation is being issued without policy justification, at incorrect values, or at the wrong frequency.
- 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.
- Define the right balance between cost optimization and customer lifetime value investment: not just 'spend less' but 'spend where it earns back.
- 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.
- Lead the governance rhythm for policy: quarterly reviews, market exception management, escalation adjudication, and framework versioning across a multi-brand, multi-market environment.
- Act as the final authority on complex, cross-market policy gaps — resolving ambiguity with speed, consistency, and strategic clarity rather than routing decisions upward by default.
- Maintain global standards while creating principled space for market-level adaptation where local context genuinely requires it.
- Represent the compensation function in senior forums translating customer economics into requirements that peers in Operations, Technology, Finance, and Market GMs must respond to.
- Hold cross-functional partners accountable for the upstream data quality, operational accuracy, and system reliability that the compensation engine depends on.
- Drive adoption of policy changes across markets and brands, building communication and change management plans that make new frameworks land — not just launch.
- Influence at VP and Director level across multiple functions; escalate only strategic blockers, not routine alignment.
- Advanced proficiency in SQL and data analysis; able to build and pressure-test the analytical models that underpin policy decisions without delegating the logic to others.
- Fluency with experimentation methodology: test design, statistical significance, holdout analysis, and the translation of results into policy not just reporting.
- 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 walk into a GM, COO, or CFO conversation with a clear point of view, defend it under pressure, and leave with alignment.
- A credible voice with peers and upward stakeholders not because of title, but because of the quality of analysis and clarity of communication.
- Structured and decisive under ambiguity: able to make a defensible call with incomplete information and adjust as evidence develops.
- Genuinely collaborative across markets and functions able to hold people to standards without damaging the relationships needed to sustain them.