Director, Customer Compensation & PolicyNew

Global Compensation Strategy & Engine Architecture

What you'll do

• 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.

• 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.

What they're looking for

• 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.
• 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.