Customer Compensation & Policy
CA$123,000 – CA$133,000 / yr base salary
Posted 2 Sep 2026
Advertised as “Associate Director, Customer Compensation & Policy”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 8–12 yrs
- Management level
- People management
- Employment
- Hybrid
| Base salary | CA$123,000 – CA$133,000 / yr |
|---|
CertificationsMaster of Business Administration
Field of studyBusiness, Economics, Engineering, Quantitative discipline
Study levelBachelor's or higher
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.
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.