Job Description

The roleThe Associate Director, Service Recovery will report into our VP of Global Customer Engagement. This person will be responsible for the current and future business growth of our active customer base across all of our high-growth brands globally, including HelloFresh, GreenChef, EveryPlate, Factor and YouFoodz. S/he will develop and deliver upon data- and insight-driven initiatives for customers that require support with their delivery to enhance the customer experience in these situations and manage a team of audience management and dedicated specialists to achieve this. The successful candidate will set the roadmap for cross-functional teams of 20+ customer service & growth specialists that work across Centers of Excellence functions in the organization and are dedicated to the global lifecycle function, e.g. tech product, analytics, CRM, pricing and brand/creative.Optimizing the compensation framework and the error related experience for active customers of all brands and countries in HelloFresh Group.You will drive significant improvements to customer retention and compensation spending through multiple levers : customer communications tailoring to prevent errors, TECH powered individualisation of compensation and post error impact mitigation related actioning.To do this, you will develop and directly manage a direct report assisting you to formulate the global strategy while ensuring implementation across the globe. At the same time you will need to drive change by working closely with multiple senior stakeholders from TECH, CC Operations, CRM Operations and the local retention teams outlining your vision and directions on how the compensation strategy should evolve, having a multi-million impact on the P&L.