Associate Director, Customer Compensation & Policy

About the Role

Within Global Customer Experience (GCX), our mission is to advance the Hello Fresh 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 Hello Fresh 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.

Global Compensation Strategy & Engine Architecture

• Own the end-to-end strategic vision for how Hello Fresh 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,…