Director, Customer Compensation & Policy

About This Opportunity

We are representing a confidential subscription commerce organization in their search for a Director of Customer Compensation & Policy based in Berlin. This is a strategic leadership role that sits at the intersection of customer economics, operational data, and behavioral experimentation. You will own the global strategy and architecture for how our client compensates customers across multiple markets and brands—one of the most financially material and customer-sensitive levers in the business.

This role requires the rare combination of analytical rigor to architect a compensation engine from first principles and the executive presence to drive adoption across a complex, multi-market organization without formal authority.

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 that govern trade-offs between customer generosity and cost discipline, translating them into operational rules that hold across market complexity
• 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 through A/B testing across offer types, value levels, channel timing, and segmentation variables
• Apply behavioral economics frameworks to understand how recovery offers shape long-term retention, repurchase behavior, and brand perception
• Define the measurement framework for experimentation, determining what constitutes a successful test and when results warrant global rollout
• Partner with Analytics teams to ensure test design, sample integrity, and rollout analysis meet rigorous standards

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 the granularity needed to drive decisions
• Define the 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 the governance rhythm for policy through quarterly reviews, market exception management, and escalation adjudication
• Act as the 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 leadership
• Hold cross-functional partners accountable for upstream data quality, operational accuracy, and system reliability
• Drive adoption of policy changes across markets and brands with effective 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 adjacent domains 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 a senior individual contributor and people leader
• Background in subscription commerce, logistics, or consumer-facing operations strongly preferred
• Familiarity with the 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 including 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 with ability to present clear points of view to GM, COO, or CFO-level stakeholders 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 to understand your background and fit for this role. If we move forward together, we will submit your candidacy to our client for their consideration. Please note that you should not contact the client directly—all communication and coordination will flow through our recruiting team to ensure the best experience for everyone involved.

Equal Employment Opportunity

Get A Job.ai is committed to providing equal employment opportunities to all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic. We celebrate diversity and are dedicated to creating an inclusive environment for all candidates.