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About the Role
The Associate Director, Customer Compensation & Policy is responsible for the global strategy, architecture, and governance of how HelloFresh compensates customers. This strategic function sits at the intersection of customer economics, operational data, behavioral experimentation, and cross-functional influence, shaping a multi-year roadmap and holding peers accountable for the quality of inputs that determine how well and efficiently customer trust is recovered.
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 trade-offs between 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, understanding long-term impacts on retention and repurchase behavior.
- Define the measurement framework for experimentation, including success criteria 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 accountable to cost-per-incident and avoidable-contact targets.
- Identify and close financial leakage where compensation is issued without justification, at incorrect values, or at the wrong frequency.
- Build reporting infrastructure to make compensation economics visible to leadership, driving decisions.
- 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 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 a clear point of view, defend it under pressure, and leave with 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 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 relationships.
Skills
- Customer Strategy
- Pricing
- Operations
- Global Strategy
- Compensation Strategy
- Policy Governance
- Customer Economics
- Data Analysis
- Behavioral Experimentation
- Cross-functional Influence
- SQL
- Experimentation Methodology
- Financial Modeling
- Executive Presence
- Communication
- Collaboration
Location
- Berlin-Kreuzberg
Work Type
- Flexible working hours
- Work From Home
- Work from Abroad
Experience Level
- Associate Director
- 8-12 years experience
Education Level
- MBA or equivalent postgraduate qualification
- Undergraduate degree in Economics, Business, Engineering, or a quantitative discipline
Benefits
- Modern and comfortable working space with great co-workers
- Discount for HelloFresh 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
About the Company
- HelloFresh is a global company focused on advancing the customer relationship through proactive, trust-building service.