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About the Role
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. 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. 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.
Responsibilities
- 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, defining rules, thresholds, segmentation logic, and automation frameworks.
- Define principles for balancing customer generosity and cost discipline, translating them into operational rules.
- Partner with Technology to ensure the compensation engine is scalable, auditable, and capable of supporting dynamic, AI-assisted decisioning.
- Set the global roadmap for compensation experimentation, including A/B testing across offer types, value levels, channel timing, and segmentation variables.
- Apply behavioral economics frameworks to compensation design to understand long-term impacts on retention, repurchase behavior, and brand perception.
- Define the measurement framework for experimentation, including success criteria, confidence thresholds, and synthesis of results into policy.
- Partner with Analytics & Insights to ensure rigorous test design, sample integrity, and rollout analysis.
- Own the global compensation P&L line, tracking spend and holding accountability to cost-per-incident and avoidable-contact targets.
- Identify and close financial leakage in compensation issuance.
- Build reporting infrastructure to make compensation economics visible to leadership.
- Define the balance between cost optimization and customer lifetime value investment.
- Own the global fraud and abuse prevention framework, including policies, detection logic, thresholds, and escalation paths.
- Lead the governance rhythm for policy, including quarterly reviews, market exception management, and escalation adjudication.
- Act as the final authority on complex, cross-market policy gaps, resolving ambiguity with speed and strategic clarity.
- Maintain global standards while allowing for principled market-level adaptation.
- Represent the compensation function in senior forums, translating customer economics into requirements for cross-functional partners.
- Hold cross-functional partners accountable for upstream data quality, operational accuracy, and system reliability.
- Drive adoption of policy changes across markets and brands through communication and change management plans.
- Influence at VP and Director level across multiple functions, escalating only strategic blockers.
Requirements
- 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.
- Advanced proficiency in SQL and data analysis; able to build and pressure-test analytical models.
- 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.
- Comfort with financial modeling: building business cases, forecasting spend impact, and tracking actuals against plan.
- Senior executive presence: able to walk into conversations with clear points of view, defend them under pressure, and achieve alignment.
- A credible voice with peers and upward stakeholders due to quality of analysis and clarity of communication.
- Structured and decisive under ambiguity: able to make defensible calls with incomplete information and adjust as evidence develops.
- Genuinely collaborative across markets and functions, able to hold people to standards without damaging relationships.
Skills
- Customer strategy
- Pricing
- Operations
- Global strategy
- Policy governance
- Customer economics
- Operational data analysis
- Behavioral experimentation
- Cross-functional influence
- Analytical rigor
- Executive presence
- SQL
- Data analysis
- Experimentation methodology
- Financial modeling
- Communication
- Change management
Location
- Toronto, ON
Work Type
- Hybrid
Experience Level
- Associate Director
- 8-12 years
Education Level
- MBA or equivalent postgraduate qualification
- Undergraduate degree in Economics, Business, Engineering, or a quantitative discipline
Salary/Compensations
- $126,000—$136,000 CAD
Benefits
- 75% discount on weekly HelloFresh and Chefs Plate meal kits
- 50% off weekly Factor meal box
- Health & 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
- L&D fund
- Team socials
- Engaging company days
About the Company
- HelloFresh Canada uses AI-integrated technology to help us process and evaluate applications more efficiently. This includes tools that screen and assess candidate qualifications based on the requirements for this role. While these tools assist our workflow, all final selection decisions are made by our hiring team.
Equal Opportunity
- With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.