Director, Customer Compensation & Policy

HelloFresh
Berlin
Workplace: OnsiteFull timeFunction: People, HR & TalentExperience: 8-12 yearsEducation: mastersSkills: ["Executive presence","Leadership","Analytical rigor","Strategic judgment","Cross-functional communication"]

Own the global strategy and governance for how customer compensation is defined, automated, and governed across markets, brands, and channels. Build the compensation engine’s rules, thresholds, segmentation logic, and experimentation roadmap using behavioral economics and rigorous measurement. Steward the compensation P&L, detect financial leakage, and lead fraud/abuse prevention governance. Drive cross-functional adoption with Operations, Technology, Finance, and Market leadership.

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HelloFresh
HelloFresh
22 hours ago

Director, Customer Compensation & Policy

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Job Summary

Own the global strategy and governance for how customer compensation is defined, automated, and governed across markets, brands, and channels. Build the compensation engine’s rules, thresholds, segmentation logic, and experimentation roadmap using behavioral economics and rigorous measurement. Steward the compensation P&L, detect financial leakage, and lead fraud/abuse prevention governance. Drive cross-functional adoption with Operations, Technology, Finance, and Market leadership.
Location: Berlin
Workplace: Onsite
Employment Type: Full time
Job Function: People, HR & Talent
Seniority: Director level

Key Responsibilities

  • •Own end-to-end global compensation strategy and define how customer errors are categorized and compensated across markets, brands, and contact channels.
  • •Design and evolve the compensation engine with Tech, including rules, thresholds, segmentation logic, and automation frameworks for recovery decisions at scale.
  • •Set and run a global compensation experimentation roadmap, applying behavioral economics and defining measurement frameworks for durable policy change.
  • •Steward the global compensation P&L, track spend and avoidable-contact targets, and identify/close financial leakage.
  • •Lead global fraud and abuse prevention governance, including policy rhythm, escalation adjudication, and cross-market policy gap resolution.

Pay and Benefits

Perks:DiscountLearning BudgetHome OfficeChildcarePension SchemeCommuter Benefits

Key Requirements

  • •MBA or equivalent postgraduate qualification required.
  • •8–12 years of progressive experience in customer strategy, pricing, operations, or a closely adjacent global, multi-market domain.
  • •Proven track record owning a financially significant operational lever with analytical precision and strategic judgment.
  • •Experience leading and developing teams, with comfort operating as both a senior individual contributor and people leader.
  • •Advanced proficiency in SQL and data analysis, plus experimentation fluency (test design, statistical significance, holdout analysis).
Experience:8-12 years
Education:Master's in Economics, Business, Engineering, or a quantitative discipline
Skills:Executive presenceLeadershipAnalytical rigorStrategic judgmentCross-functional communication
Languages:English
Tech Stack:SQL

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn