Director, Customer Compensation & Policy

&lt;h2&gt;About the Role&amp;nbsp;&lt;/h2&gt; &lt;p&gt;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.&lt;/p&gt; &lt;p&gt;The Associate Director, Customer Compensation &amp;amp; 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.&lt;/p&gt; &lt;p&gt;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.&lt;/p&gt; &lt;p&gt;&lt;em&gt;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.&lt;/em&gt;&lt;/p&gt; &lt;h2&gt;What You&#39;ll Own&amp;nbsp;&lt;/h2&gt; &lt;p&gt;&lt;strong&gt;&amp;nbsp;Global Compensation Strategy &amp;amp; Engine Architecture&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Own the end-to-end strategic vision for how HelloFresh categorizes customer errors and determines compensation across all markets, brands, and contact channels.&lt;/li&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;Partner with Technology to ensure the compensation engine is scalable, auditable, and capable of supporting dynamic, AI-assisted decisioning as the product evolves.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Experimentation &amp;amp; Behavioral Economics&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Set the global roadmap for compensation experimentation: A/B testing across offer types, value levels, channel timing, and segmentation variables.&lt;/li&gt; &lt;li&gt;Apply behavioral economics frameworks to compensation design understanding how recovery offers shape long-term retention, repurchase behavior, and brand perception, not just immediate satisfaction.&lt;/li&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;Partner with Analytics &amp;amp; Insights to ensure test design, sample integrity, and rollout analysis meet a rigorous standard of evidence.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Financial Stewardship &amp;amp; Cost Governance&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Own the global compensation P&amp;amp;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.&lt;/li&gt; &lt;li&gt;Identify and close financial leakage: cases where compensation is being issued without policy justification, at incorrect values, or at the wrong frequency.&lt;/li&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;Define the right balance between cost optimization and customer lifetime value investment: not just &#39;spend less&#39; but &#39;spend where it earns back.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Fraud Policy &amp;amp; Global Governance&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;Lead the governance rhythm for policy: quarterly reviews, market exception management, escalation adjudication, and framework versioning across a multi-brand, multi-market environment.&lt;/li&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;Maintain global standards while creating principled space for market-level adaptation where local context genuinely requires it.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Cross-Functional Leadership &amp;amp; Stakeholder Accountability&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;Represent the compensation function in senior forums translating customer economics into requirements that peers in Operations, Technology, Finance, and Market GMs must respond to.&lt;/li&gt; &lt;li&gt;Hold cross-functional partners accountable for the upstream data quality, operational accuracy, and system reliability that the compensation engine depends on.&lt;/li&gt; &lt;li&gt;Drive adoption of policy changes across markets and brands, building communication and change management plans that make new frameworks land — not just launch.&lt;/li&gt; &lt;li&gt;Influence at VP and Director level across multiple functions; escalate only strategic blockers, not routine alignment.&lt;/li&gt; &lt;/ul&gt; &lt;h2&gt;What You&#39;ll Bring&amp;nbsp;&lt;/h2&gt; &lt;p&gt;&lt;strong&gt;Education&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;MBA or equivalent postgraduate qualification required.&lt;/li&gt; &lt;li&gt;Undergraduate degree in Economics, Business, Engineering, or a quantitative discipline.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Experience&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;8–12 years of progressive experience in customer strategy, pricing, operations, or a directly adjacent domain with meaningful exposure to global, multi-market environments.&lt;/li&gt; &lt;li&gt;Demonstrated track record of owning a financially significant operational lever and managing it with both analytical precision and strategic judgment.&lt;/li&gt; &lt;li&gt;Prior experience leading and developing teams; comfort operating as a senior individual contributor and a people leader simultaneously.&lt;/li&gt; &lt;li&gt;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.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Technical &amp;amp; Analytical&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;Fluency with experimentation methodology: test design, statistical significance, holdout analysis, and the translation of results into policy not just reporting.&lt;/li&gt; &lt;li&gt;Experience working with or alongside engineering teams to define product and system requirements for rules-based or AI-assisted decisioning tools.&lt;/li&gt; &lt;li&gt;Comfort with financial modeling: building the business case for compensation investment, forecasting spend impact, and tracking actuals against plan.&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&lt;strong&gt;Leadership &amp;amp; Influence&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li&gt;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.&lt;/li&gt; &lt;li&gt;A credible voice with peers and upward stakeholders not because of title, but because of the quality of analysis and clarity of communication.&lt;/li&gt; &lt;li&gt;Structured and decisive under ambiguity: able to make a defensible call with incomplete information and adjust as evidence develops.&lt;/li&gt; &lt;li&gt;Genuinely collaborative across markets and functions able to hold people to standards without damaging the relationships needed to sustain them.&lt;/li&gt; &lt;/ul&gt; &lt;h2&gt;What we offer&lt;/h2&gt; &lt;ul&gt; &lt;li&gt;&lt;em&gt;Modern and comfortable working space with great co-workers in Berlin-Kreuzberg&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Discount for HelloFresh boxes and Convini products&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Development possibilities along with internal trainings and a yearly Learning &amp;amp; Development budget&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy, as well as a home office set up budget&amp;nbsp;&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Extensive Onboarding and Buddy Program&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Social events including team events, Friday beers, company runs, book club, etc.&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Discounted fitness offers with our Urban Sports Club and John Reed partners and yoga classes&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Well-being initiatives in cooperation with Headspace and Spill&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Childcare and company pension scheme benefit&lt;/em&gt;&lt;/li&gt; &lt;li&gt;&lt;em&gt;Monthly transportation budget via NAVIT&lt;/em&gt;&lt;/li&gt; &lt;/ul&gt; &lt;p&gt;&amp;nbsp;&lt;/p&gt; &lt;h2&gt;&amp;nbsp;&lt;/h2&gt; &lt;p style=&quot;text-align: justify;&quot;&gt;&amp;nbsp;&lt;/p&gt; &lt;p style=&quot;text-align: justify;&quot;&gt;&amp;nbsp;&lt;/p&gt; &lt;h2&gt;&amp;nbsp;&lt;/h2&gt; &lt;h2&gt;&amp;nbsp;&lt;/h2&gt; &lt;h2&gt;&amp;nbsp;&lt;/h2&gt;<p>Find more <a href="https://www.arbeitnow.com/english-speaking-jobs">English Speaking Jobs in Germany</a> on Arbeitnow</a>