Director, Customer Compensation & Policy

What You'll Own

Global Compensation Strategy & Engine Architecture

• 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: 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.

Experimentation & Behavioral Economics

• 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.

Financial Stewardship & Cost Governance

• 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.

Fraud Policy & Global Governance

• 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.

Cross-Functional Leadership & Stakeholder Accountability

• 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.

What You'll Bring

Education

• MBA or equivalent postgraduate qualification required.
• Undergraduate degree in Economics, Business, Engineering, or a quantitative discipline.

Experience

• 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.

Technical & Analytical

• 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.

Leadership & Influence

• 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.

What we offer

• Modern and comfortable working space with great co-workers in Berlin-Kreuzberg
• 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

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