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Added 17 days ago
Director, Fraud Operations
Scotiabank
Toronto, ON
…Strategically, this role must continue to evolve the Fraud Operations strategy to mitigate fraud risk and reduce fraud…
Added 17 days ago
Managing Director, Data Product Lead - COO Group
Royal Bank of Canada
Toronto, ON
Full-time
Proven leadership in enterprise data strategy, governance or engineering.
Added 16 days ago
Managing Director, Data Product Lead - COO Group
RBC
Toronto, ON
Full-time
Proven leadership in enterprise data strategy, governance or engineering.
Added 17 days ago
Sales Director
HCLTech
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
Exposure to cloud, data & analytics, AI, IoT, industrial networks or business process services.
Added 1 month ago
May 2027 - Risk Services - IT Audit Non-CPA - Summer Intern - Montreal
PwC Canada
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
Analyze the impact of control deficiencies identified during audit execution on financial data and the overall audit strategy.
Added 22 days ago
Senior Manager, Responsible Procurement
lululemon
Vancouver, BC
Full-time
Rooted within Global Procurement is the Global Procurement Strategy & Analytics function. This team enables value delivery across Category Management through Procurement Enablement,…
Added 22 days ago
Program Manager, Risk and Supplier Relationship Management
lululemon
Vancouver, BC
Full-time
Reporting to the Director, Procurement – Strategy & Analytics, the Program Manager, Risk and Supplier Relationship Management (Responsible Procurement) plays a critical role in embedding…
Added 22 days ago
Intern, AI Adoption Operations, Jan - Dec 2027
EQ Bank
Toronto, ON
Internship
Currently enrolled in or recently completed a post-secondary program in Business, Communications, Information Technology, Data Analytics, or a related field.
Added 22 days ago
Delivery Director - Client Delivery
Slalom
Toronto, ON · Greater Toronto Area, Canada
Full-time
Independently establish and lead program governance models, executive reporting structures, decision frameworks, and risk management practices that enable effective oversight, timely…
Added 1 month ago
September 2027 - Risk Services - IT Audit (CPA) - Full-time - Montreal
PwC Canada
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
…you’ll benefit from PwC Canada’s industry-leading CPA support program, which includes paid study days, reimbursement of CPA modules and examinations, and personalized coaching to help you…
Added 1 month ago
Associate Director - Decision Science
Alexion Pharmaceuticals, Inc.
Mississauga, ON
Full-time
Are you ready to bring publication-grade statistical difficulty and AI-native analytics together to uncover hidden patients, elevate commercial strategy, and improve outcomes for people…
Added 26 days ago
Operational Director, Disability Claims
iA Financial Group (Industrial Alliance)
Montreal, QC
Full-time
In partnership with the Director, Disability Strategy, Specialty Services & Excellence, the incumbent helps bring strategic initiatives into everyday operations, ensuring improvements are…
Added 26 days ago
Director, Disability Strategy, Specialty Services & Excellence
iA Financial Group (Industrial Alliance)
Montreal, QC
Full-time
Strong expertise across claims operations, strategy, transformation, and governance
Added 26 days ago
Director, Artificial Intelligence Strategy & Transformation
Nexora
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
The Director, Artificial Intelligence Strategy & Transformation, plays a critical leadership role within the Office of Digital Transformation. This position is responsible for developing…
Added 26 days ago
Operational Director, Disability Claims
iA Financial Group (Industrial Alliance)
Toronto, ON
Full-time
In partnership with the Director, Disability Strategy, Specialty Services & Excellence, the incumbent helps bring strategic initiatives into everyday operations, ensuring improvements are…
Added 27 days ago
Director, Human Resources
Aplin
Vaughan, ON
Full-time
With continued organic growth and an active acquisition strategy, the organization is seeking an experienced Director, Human Resources to lead the evolution of its Human Resources function.
Added 27 days ago
Senior Director, Enterprise Architecture
iA Financial Group (Industrial Alliance)
Montreal, QC
Full-time
Reporting to the CTO within the CTO Office, the Senior Director, Enterprise Architecture plays a critical role in evolving enterprise architecture from a function primarily focused on…
Added 23 days ago
Data Protection Specialist
Fidelity Canada
Mississauga, ON · Toronto, ON
Full-time
Knowledge of Data Governance, Data Management, cybersecurity, or information security is an asset.
Added 27 days ago
Associate Director, Customer Compensation & Policy
HelloFresh
Toronto, ON
Full-time
The Associate Director, Customer Compensation & Policy is responsible for the global strategy, architecture, and governance of how HelloFresh compensates customers across all markets and…
Added 23 days ago
Global BMC Managed Services Leader - Director
EY
Toronto, ON
As Global BMC Managed Services (GMS) Director, you will lead the global marketing strategy for GMS, strengthening EY’s market positioning and driving measurable commercial impact across…
Added 23 days ago
Institutional Sales Enablement Specialist Sr
Fidelity Canada
Toronto, ON
Full-time
This individual is also responsible for overseeing and driving improvements in data quality in Salesforce.com. As the departmental data expert, they would also represent Institutional on…
Added 23 days ago
Director - Privacy Office (Deputy Chief Privacy Officer); Head of Advisory and RCM
KOHO
Remote, Canada
$190,000 to $230,000 CAD / year
Full-time · Remote
In collaboration with Legal, own the regulatory compliance management program: horizon scanning, impact assessment, and coordinated implementation of new and amended regulatory requirements.
Added 23 days ago
Director - Financial Crime Office (Deputy AML Officer); Head of Regulatory Relations and Testing
KOHO
Remote, Canada
$190,000 to $230,000 CAD / year
Full-time · Remote
We’re looking for an accomplished Director to lead four connected pillars of KOHO’s Compliance function: the Financial Crime Office, Regulatory Relations, Complaints Management, and…
Added 23 days ago
Senior Product Manager, Practice Management
Lifemark Health Group
Brampton, ON · Toronto, ON
$110,000 to $130,000 CAD / year
Full-time
Reporting to the Director, Products and Platforms, the Senior Product Manager, Practice Management will play a pivotal role in shaping the future of our core practice management platform,…
Added 26 days ago
Associate Director, Brand & Marketing for Consulting & Alliances Portfolios
EY
Toronto, ON
…marketing function through scalable ways of working, stronger governance, operating discipline, repeatable processes, AI-enabled capabilities, automation and data-driven decision…

HelloFresh

Associate Director, Customer Compensation & Policy

Toronto, ON, Canada

Pay: $122,850 - $132,850 CAD
Job type: Full-time
Apply by: Oct 3, 2026
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

Apply About employer

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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 2 days in office per week, with most teams in office between 2-3 days a 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

Lead the global strategy, architecture, and governance of customer compensation and recovery policies across all markets and brands. Manage the compensation P&L, design automated recovery engines, and implement behavioral economics to optimize customer retention and cost discipline.

Requirements

Requires an MBA or postgraduate degree and 8-12 years of experience in customer strategy, pricing, or operations within global environments. Must possess advanced SQL skills, proficiency in experimentation methodology, and strong executive presence to influence senior leadership.

Skills

SQL
Data Analysis
Financial Modeling
A/B Testing
Behavioral Economics
Strategic Planning
Stakeholder Management
Fraud Prevention
P&L Management
Experimentation Methodology
Product Requirements
Change Management

Benefits

Box Discount
Health Insurance
Dental Insurance
Health Spending Account
Headspace App Access
GoodLife Fitness Discount
RRSP Matching
Vacation
Paid Time Off
Parental Leave Top-up
Learning And Development Fund
Team Socials

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Compensation Engine
Behavioral Economics
SQL
A/B Testing
P&L Management
Fraud Policy
Subscription Commerce
Logistics
Customer Lifetime Value
Financial Modeling
Governance
Strategic Roadmap
Data Analytics
Cross-functional Leadership

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