Associate Director, Customer Compensation & Policy

About This Opportunity

We are representing a confidential subscription commerce organization in their search for an Associate Director, Customer Compensation & Policy based in Berlin. This is a strategic leadership role that sits at the intersection of customer economics, operational data, behavioral experimentation, and cross-functional influence.

Our client is advancing their customer experience function from reactive resolution to proactive, trust-building service. The compensation function is central to this mission—it's the mechanism through which the business acknowledges service failures, restores customer confidence, and transforms negative experiences into retention opportunities.

This is not a policy maintenance role. You will own one of the most financially material and customer-sensitive levers in the business, shaping a multi-year roadmap and driving accountability across Operations, Technology, Finance, and Market Leadership for the quality of inputs that determine how effectively the organization recovers customer trust.

Responsibilities

Global Compensation Strategy & Engine Architecture

• Own the end-to-end strategic vision for how the organization categorizes customer errors and determines compensation across all markets, brands, and contact channels
• Lead the design and continuous evolution of the compensation engine, defining rules, thresholds, segmentation logic, and automation frameworks that govern recovery decisions at scale
• Define principles governing trade-offs between customer generosity and cost discipline, translating them 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

Experimentation & Behavioral Economics

• Set the global roadmap for compensation experimentation, conducting 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
• Define measurement frameworks for experimentation, determining what constitutes successful tests and when results warrant global rollout
• Partner with Analytics & Insights to ensure test design, sample integrity, and rollout analysis meet rigorous standards of evidence

Financial Stewardship & Cost Governance

• Own the global compensation P&L line, tracking spend by market, error category, customer segment, and channel
• Identify and close financial leakage where compensation is issued without policy justification, at incorrect values, or inappropriate frequency
• Build reporting infrastructure that makes compensation economics visible to leadership, market GMs, and Finance with granularity needed to drive decisions
• Define the right balance between cost optimization and customer lifetime value investment

Fraud Policy & Global Governance

• Own the global fraud and abuse prevention framework, including policies, detection logic, thresholds, and escalation paths
• Lead governance rhythm for policy through quarterly reviews, market exception management, and framework versioning across multi-brand, multi-market environment
• Act as final authority on complex, cross-market policy gaps, resolving ambiguity with speed, consistency, and strategic clarity
• Maintain global standards while creating principled space for market-level adaptation where local context requires it

Cross-Functional Leadership & Stakeholder Accountability

• Represent the compensation function in senior forums, translating customer economics into requirements for Operations, Technology, Finance, and Market GMs
• Hold cross-functional partners accountable for upstream data quality, operational accuracy, and system reliability
• Drive adoption of policy changes across markets and brands, building communication and change management plans
• Influence at VP and Director level across multiple functions

What We're Looking For

Education

• MBA or equivalent postgraduate qualification required
• Undergraduate degree in Economics, Business, Engineering, or a quantitative discipline

Experience

• 8–12 years of progressive experience in customer strategy, pricing, operations, or directly adjacent domain with meaningful exposure to global, multi-market environments
• Demonstrated track record of owning a financially significant operational lever and managing it with both analytical precision and strategic judgment
• Prior experience leading and developing teams; comfort operating as both senior individual contributor and people leader
• Background in subscription commerce, logistics, or consumer-facing operations strongly preferred; familiarity with economics of customer recovery in high-volume, low-margin environments is a distinct advantage

Technical & Analytical Skills

• Advanced proficiency in SQL and data analysis; able to build and pressure-test analytical models that underpin policy decisions
• Fluency with experimentation methodology: test design, statistical significance, holdout analysis, and translation of results into policy
• Experience working with or alongside engineering teams to define product and system requirements for rules-based or AI-assisted decisioning tools
• Comfort with financial modeling: building business cases for compensation investment, forecasting spend impact, and tracking actuals against plan

Leadership & Influence

• Senior executive presence: able to engage with GM, COO, or CFO stakeholders with clear point of view, defend it under pressure, and leave with alignment
• Credible voice with peers and upward stakeholders based on quality of analysis and clarity of communication
• Structured and decisive under ambiguity: able to make defensible calls with incomplete information and adjust as evidence develops
• Genuinely collaborative across markets and functions; able to hold people to standards without damaging relationships

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening conversation. If there's a strong match, we'll prepare and submit your candidacy to our client with full context about your background and strategic fit for this role.

Please apply exclusively through Get A Job.ai. Do not contact the client organization directly, as we are managing this search on their behalf and direct outreach may remove you from consideration.

Our recruiters will keep you informed at each stage and provide guidance throughout the interview process.

Pay

Compensation details will be discussed during the screening process and are competitive for this level of strategic leadership role in Berlin.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work with our clients to ensure fair, equitable recruitment processes.