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Added 2 months ago
Airworthiness Engineer, Continuing Airworthiness (Intermediate)
Diamond Aircraft
London, ON
Diamond Aircraft Industries is a globally recognized leader in general aviation, known for cutting-edge design, innovation, and a strong commitment to safety and sustainability. With…
Added 2 months ago
BG
Auto Body Apprentice - Minimum Level 1 (Watson)
Boyd Group Services
MB
- Full-time
Benefits That Drive Your Success Boyd Autobody offers comprehensive benefits as an industry leader, including:
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EM
Jr. Accounts Receivable Coordinator
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Burlington, ON
- Full-time
Diploma in Accounting/Business Administrative program
Added 2 months ago
DI
Manager, People and Culture Communications
Definity Insurance Company
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- Full-time
…candidate is an experienced communications professional and people leader who can balance strategic advisory responsibilities, hands-on execution, and team leadership while ensuring our…
Added 2 months ago
Senior Manager, Estimating
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Toronto, ON
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Added 2 months ago
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ANDRITZ AG
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As the first equipment manufacturer in Canada and a world leader in the design of hydroelectric turbines and generators, ANDRITZ Canada has more than 185 years of know-how.
Added 2 months ago
D
Operations Manager – Integrated Facilities Services
Dexterra
Markham, ON
- $76,000 to $80,000 CAD / year
- Full-time
The successful candidate will be a hands-on and collaborative leader with strong facilities, people-management, and customer-service skills. They will be responsible for ensuring services…
Added 2 months ago
DI
Manager, Corporate and Employee Events
Definity Insurance Company
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- Full-time
We are looking for a Manager, Corporate and Employee Events, a strategic leader to own our portfolio of high-impact internal and corporate events. This role goes beyond traditional event…
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DI
Senior Manager, Corporate Affairs
Definity Insurance Company
Waterloo, ON
- Full-time
…high-impact corporate communications, while acting as the frontline leader for crisis communications and issues mitigation. This role requires a seasoned communications professional with…
Added 2 months ago
SS
Recreation Aide Temporary Full Time Days
Sienna Senior Living
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- Full-time
Maintaining program and resident records according to departmental policies. Regularly reports participation and feedback by residents to the Team Leader.
Added 2 months ago
Associate Director, Customer Compensation & Policy
HelloFresh
Toronto, ON
Prior experience leading and developing teams; comfort operating as a senior individual contributor and a people leader simultaneously.
Added 2 months ago
BC
Engineer and Project Leader, Telecommunications and Networks (Relocation to Sept-Îles)
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- Full-time
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Added 2 months ago
DP
Building Systems & Quality Assurance Specialist
DEL PROPERTY MANAGEMENT INC.
Toronto, ON · Greater Toronto Area, Canada
- $120,000 to $140,000 CAD / year
- Full-time
Del Property Management (DPM) is a trusted leader in residential condominium property management with over 56 years of experience. We manage over 87,000 condominium homes across 300…
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B
Senior Financial Analyst (FA III)
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Markham, ON
- Full-time
Completed an Accounting designation program (CGA, CMA, CPA)
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RH
Manager, Digital Marketing
Reliance Home Comfort
Toronto, ON · North York, ON
- Full-time
Lead Reliance's conversion optimization program across e-commerce.
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AL
Health And Safety Manager
Ampere Limited
Toronto, ON
- Full-time
Since 1959, Ampere Limited has grown steadily and proudly to become an industry leader in the ICI Field carrying out work in industrial, commercial and institutional buildings encompassing…
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D
Food Service Associate
Dexterra
Belleville, ON
- Full-time
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General Sales Manager
Wood Automotive Group
Calgary, AB
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…the automotive business - we’re looking for a people-focused leader who knows how to build a high-performing team, coach for success and create a culture where people want to win…
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TP
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- Full-time
At Team Power Solutions (TPS), we are an industry leader in Power, Automation & Controls, delivering innovative solutions across engineering, manufacturing, electrical services,…
Added 2 months ago
A
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- Full-time
Mental and social wellness – Employee Assistance Program (EAP) and Employee Resource Groups (ERGs).
Added 5 months ago
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Added 2 months ago
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Senior Estimator - Civil & Infrastructure - Structures
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- Full-time
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Added 2 months ago
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Added 2 months ago
G
Manager, Internal Audit Services
GreenShield
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Reporting to the Director, Internal Audit Services, the Manager, Internal Audit Services is a key leader within GreenShield’s independent third line of defence. The role provides objective,…
Added 2 months ago
C
Manager, Architectural Project Design
CertainTeed
Woodbridge, ON
- Full-time
Lead a high-impact team in a global leader in architectural solutions.

HelloFresh

Associate Director, Customer Compensation & Policy

Toronto, ON, Canada

$122,850 - $132,850 CAD

Apply About employer

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Job details

Pay: $122,850 - $132,850 CAD
Experience: 8–12 years of progressive experience in customer strategy, pricing, operations, or a directly adjacent domain with meaningful exposure to global, multi-market environments.
Posting language: English
Posted: Sep 3, 2026

Original job description

About the Role

Within Global Customer Experience (GCX), our mission is to advance the HelloFresh customer relationship from reactive resolution to proactive, trust-building service. The compensation function sits at the heart of that mission: it is the mechanism through which the business acknowledges failures, restores customer confidence, and, when done well, turns a bad experience into a reason to stay.

The Associate Director, Customer Compensation & Policy is responsible for the global strategy, architecture, and governance of how HelloFresh compensates customers across all markets and brands. This is not a policy maintenance role. It is a strategic function that sits at the intersection of customer economics, operational data, behavioral experimentation, and cross-functional influence.

You will own one of the most financially material and customer-sensitive levers in the business. You will shape a multi-year roadmap and hold peers in Operations, Technology, Finance, and Market Leadership accountable for the quality of inputs that determine how well and how efficiently we recover customer trust.

The ideal candidate brings a rare combination: analytical rigor sharp enough to architect a global compensation engine from first principles, and the executive presence to drive adoption across a complex, multi-market organization without formal authority over most of the people they need to move.

What You'll Own

Global Compensation Strategy & Engine Architecture

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.

Experimentation & Behavioral Economics

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.
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.

Financial Stewardship & Cost Governance

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.
Build the reporting infrastructure that makes compensation economics visible to GCX leadership, market GMs, and Finance - with the granularity and context needed to drive decisions.
Define the right balance between cost optimization and customer lifetime value investment: not just 'spend less' but 'spend where it earns back.

Fraud Policy & Global Governance

Own the global fraud and abuse prevention framework: the policies, detection logic, thresholds, and escalation paths that protect the business without creating friction for genuine customers.
Lead the governance rhythm for policy: quarterly reviews, market exception management, escalation adjudication, and framework versioning across a multi-brand, multi-market environment.
Act as the final authority on complex, cross-market policy gaps - resolving ambiguity with speed, consistency, and strategic clarity rather than routing decisions upward by default.
Maintain global standards while creating principled space for market-level adaptation where local context genuinely requires it.

Cross-Functional Leadership & Stakeholder Accountability

Represent the compensation function in senior forums translating customer economics into requirements that peers in Operations, Technology, Finance, and Market GMs must respond to.
Hold cross-functional partners accountable for the upstream data quality, operational accuracy, and system reliability that the compensation engine depends on.
Drive adoption of policy changes across markets and brands, building communication and change management plans that make new frameworks land - not just launch.
Influence at VP and Director level across multiple functions; escalate only strategic blockers, not routine alignment.

What You'll Bring

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 a 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 a senior individual contributor and a people leader simultaneously.
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

Advanced proficiency in SQL and data analysis; able to build and pressure-test the analytical models that underpin policy decisions without delegating the logic to others.
Fluency with experimentation methodology: test design, statistical significance, holdout analysis, and the translation of results into policy not just reporting.
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 the business case for compensation investment, forecasting spend impact, and tracking actuals against plan.

Leadership & Influence

Senior executive presence: able to walk into a GM, COO, or CFO conversation with a clear point of view, defend it under pressure, and leave with alignment.
A credible voice with peers and upward stakeholders not because of title, but because of the quality of analysis and clarity of communication.
Structured and decisive under ambiguity: able to make a defensible call with incomplete information and adjust as evidence develops.
Genuinely collaborative across markets and functions able to hold people to standards without damaging the relationships needed to sustain them.

What we offer

Box Discount-Amazing discounts on 1 box per week! 75% discount on weekly HelloFresh and Chefs Plate meal kits AND 50% off weekly Factor meal box.
Health & Wellness-Health & Dental benefits from day 1, a Health Spending Account, unlimited access to the Headspace app to meet your self-care needs, and 25% discount on GoodLife fitness memberships!
RRSP Matching-Competitive RRSP matching program offered
Vacation & PTO-Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance.
Family Benefits-A parental leave top-up program for expectant parents.
Growth & Development-We support your career progression, provide development opportunities, and invest in your continued learning through our organization wide L&D fund.
Work Hard & Have Fun-From team socials to engaging company days, you’ll have plenty of opportunity to experience the fun!
Diversity & Inclusion Initiatives- With impactful ERG’s like FreshPride, Women Empowered and LIMES, we are committed to our diversity, equity & inclusion efforts.

Flexible Hybrid Approach

At HelloFresh, we know that flexible work arrangements are essential in enabling you to do your best work, while balancing your personal and life needs. Offering remote work flexibility, along with the opportunity to interact and collaborate in the office are all a part of creating a great employee experience.

To meet these needs, we are pleased to provide Flexible Hybrid work. Flexible Hybrid is a people-first approach that is based on choice, trust, personalization, and empowers teams to choose when and how often they work from the office and work from home, in addition to team days and company days. This means a minimum of 3 days in office per week.

HelloFresh Canada uses AI-integrated technology to help us process and evaluate applications more efficiently. This includes tools that screen and assess candidate qualifications based on the requirements for this role. While these tools assist our workflow, all final selection decisions are made by our hiring team.

Toronto, ON Pay Range

$122,850 - $132,850 CAD

Apply About employer

More about this job

Responsibilities

The Associate Director will define the global strategy, architecture, and governance for customer compensation across all markets and brands. They will lead cross-functional efforts to optimize customer recovery economics while balancing financial stewardship and operational efficiency.

Requirements

Candidates must hold an MBA or equivalent postgraduate qualification and possess 8–12 years of progressive experience in customer strategy, pricing, or operations. Strong analytical skills, including SQL proficiency and experience with experimentation and financial modeling, are essential.

Skills

Customer strategy
Pricing strategy
Operations management
SQL
Data analysis
Experimentation methodology
A/B testing
Behavioral economics
Financial modeling
Stakeholder management
Change management
Strategic planning
Governance
Fraud prevention
Cross-functional leadership

Benefits

Health benefits
Dental benefits
Health spending account
Headspace app access
Fitness membership discount
RRSP matching
Paid time off
Parental leave top-up
Learning and development fund
Meal kit discounts

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Compensation Strategy
Policy Governance
SQL
Data Analysis
A/B Testing
Behavioral Economics
Financial Modeling
P&L Management
Fraud Prevention
Subscription Commerce
Logistics
Change Management
Strategic Planning
Stakeholder Management
Operational Excellence
Customer Lifetime Value
Automation Frameworks
Decisioning Tools
Market Leadership

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