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Added 3 months ago
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Associate Director, Internal Audit (Pensions Operations & Technology)
OMERS
Toronto, ON · Head Office Toronto
- Full-time
The Associate Director, Internal Audit provides both strategic leadership and hands-on execution across pension operations and technology-focused audit and project assurance activities. Our…
Added 1 month ago
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Lenovo Accelerated Sales Rotational Program Associate [LASR] Canada Full-time
Lenovo
Markham, ON
- Full-time
Support our North American Intelligent Devices Group or Infrastructure Solutions Group, understanding client segment requirements and mapping them to our technology portfolio.
Added 5 months ago
CC
IT Security Coordinator (Fixed Term Contract)
CAA Club Group
Vaughan, Ontario
- Contract
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 1 month ago
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DevOps Engineer
Broadridge
Vancouver, BC
- Full-time
Develop automation frameworks and scripts to streamline CI/CD pipelines, infrastructure provisioning, and deployments.
Added 1 month ago
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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 1 month ago
Associate, Data Engineer
BMO
Toronto, ON · FCP
…this role, you will design, build, and maintain robust data infrastructure and scalable platforms that enable advanced analytics and machine learning across Investment Banking and Global…
Added 1 month ago
GT
IT Systems Administrator (Microsoft 365 & SharePoint)
Goway Travel
Toronto, ON
- Full-time
Goway Travel Group is seeking a highly motivated IT Systems Administrator (Microsoft 365 & SharePoint) to support and enhance our Microsoft cloud environment, endpoint management platform,…
Added 1 month ago
Inbound Sales Advisor
CAA Club Group
ON · WAHA-ON, ON
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 5 months ago
EB
Infrastructure Architect
EQ Bank
Toronto, Ontario
- Full-time
Architectural & Financial Analysis: Perform technical, architectural, and cost analyses to support infrastructure planning, cloud design, and investment decisions.
Added 1 month ago
YO
Associate Vice President of Philanthropy
YMCA of the National Capital Region
Ottawa, ON
- Full-time
Access to the YMCA Employee and Family Assistance Program, which provides confidential support and counselling for employees and eligible family members.
Added 1 month ago
MI
Senior Associate, IT, AzureOps Engineer (Infrastructure)
MUFG Investor Services
Toronto, ON
- $80,250 to $119,800 CAD / year
- Full-time
As a Senior Associate, IT, AzureOps Engineer, you will play a key role in supporting and evolving the firm’s cloud infrastructure, with a primary focus on Microsoft Azure, Microsoft 365,…
Added 1 month ago
Director, Customer Compensation & Policy
HelloFresh
Toronto, ON
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 1 month ago
GDS and Web Support Specialist
CAA Club Group
Thornhill, ON
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 1 month ago
Banking Administrator
CAA Club Group
Markham, Ontario · Thornhill, ON
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 1 month ago
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Senior Cloud Engineer - Google Cloud Platform (GCP)
BDO
Toronto, ON
- Full-time
Provide direction to support staff in conducting performance tuning and capacity planning activities within the Cloud Infrastructure platform.
Added 3 months ago
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Field Technical Support Representative
HP
British Columbia · TWCBC - Teleworker/Offsite - CAN - BC
- $60,000 to $65,000 CAD / year
- Full-time
HP Customer Support and Services Onsite Delivery
Added 1 month ago
U
Manager, Sales Operations Analytics & Pricing (CAN)
Ulteig
Canada
- Full-time
…leading the Sales Operations COE analytics and pricing analysis support across the organization. This role oversees a team of analysts responsible for transforming sales, client, market,…
Added 6 months ago
CC
Senior Insurance Broker (Winnipeg)
CAA Club Group
Winnipeg, Manitoba
- Full-time
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 6 months ago
CC
Information Security Analyst
CAA Club Group
Vaughan, Ontario
- Full-time
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 3 months ago
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AWS Solutions Architect- AI/ML
Cloudelligent
Remote, Canada
- Full-time
- Remote
…cross-functional teams to understand business goals, assess existing infrastructure, and develop cloud architectures using AWS…
Added 3 months ago
C
AWS Solutions Architect- AI/ML
Cloudelligent
Remote, Canada
- Full-time
- Remote
…cross-functional teams to understand business goals, assess existing infrastructure, and develop cloud architectures using AWS…
Added 1 month ago
CC
Full Time Member Services Counsellor (St. Anne's Road, Winnipeg)
CAA Club Group
Winnipeg, MB · St. Anne, MB
- Full-time
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…
Added 6 months ago
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Senior Associate, Corporate Development
Hiive
Vancouver, British Columbia
- $125,000 to $250,000 CAD / year
- Full-time
As the founding Senior Associate, Corporate Development, you will be the first dedicated hire in a function that sits at the center of the company's growth strategy. Working directly with…
Added 1 month ago
Manager Government Relations - Insurance
CAA Club Group
Thornhill, ON
At CCG, we are committed to delivering an exceptional Associate experience. We offer:
Added 1 month ago
Applied AI Solutions Technical Lead
CAA Club Group
Thornhill, ON
…Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes,…

HelloFresh

Director, Customer Compensation & Policy

Toronto, ON, Canada

$126,000 - $136,000 CAD

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Job details

Pay: $126,000 - $136,000 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 11, 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

$126,000 - $136,000 CAD

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More about this job

Responsibilities

The Director is responsible for the global strategy, architecture, and governance of customer compensation across all markets and brands. They will lead experimentation, manage the compensation P&L, and drive cross-functional alignment to ensure efficient and effective customer trust recovery.

Requirements

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

Skills

Policy governance
Data analysis
SQL
Behavioral economics
Financial modeling
Experimentation methodology
A/B testing
Cross-functional leadership
Stakeholder management
Strategic planning
Fraud prevention
Change management
Customer lifetime value
Operational strategy
Executive presence

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
GCX
Compensation Strategy
Policy Governance
SQL
Data Analysis
Behavioral Economics
A/B Testing
Financial Modeling
P&L Management
Fraud Prevention
Subscription Commerce
Logistics
Change Management
Stakeholder Accountability
Strategic Roadmap
AI-assisted decisioning
Customer Lifetime Value
Operational Data
Market Leadership

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