Associate Director, Client Services

About the role

As an Associate Director, Client Services at Kobie, you will drive the evolution and success of our clients’ customer loyalty programs. Your leadership will shape loyalty strategies, leveraging data-driven insights and cross-functional collaboration to enhance customer experiences and maximize program ROI.

Responsibilities

• Drive the evolution and success of our clients’ customer loyalty programs.
• Manage loyalty programs that enhance customer retention and satisfaction.
• Develop strategies to drive program adoption and engagement - directly impacting our clients’ bottom line.
• Understand and analyze program performance and make data-driven recommendations.
• Collaborate with technology teams across Kobie and our clients to ensure seamless execution and integration of loyalty programs.
• Manage promotional campaigns to drive awareness and participation in the loyalty program.
• Enhance customer experience by understanding the customer journey and ensuring seamless program member experiences.
• Monitor and report on program performance metrics, such as participation rates, redemption rates, and ROI.
• Identify opportunities for continuous improvement and propose new features or offerings to maintain client interest and engagement.
• Own the working relationship with both the clients and the internal Kobie team, including CSAT scores, contractual allocations, and support staff workload and prioritization.
• Perform competitive analysis and stay informed about industry trends to ensure our client’s program remains competitive and innovative.
• Oversee our clients' program budget, ensuring effective allocation of resources and staying within budgetary constraints.
• Manage the definition and execution of promotional campaigns to drive awareness and participation in the loyalty program.

Requirements

• 8-10 years of experience in client services, account management, relationship management, or customer loyalty roles.
• Bachelor’s degree in marketing, Business, or a related field.
• Deep understanding of financial services terminology, culture, and business drivers.
• Strong analytical skills with experience in data analysis and interpretation.
• Experience managing complex client relationships with multiple stakeholders.
• Knowledge of CRM software, loyalty program platforms, and customer segmentation.
• Excellent communication skills with emphasis on clarity, documentation, and over-communication.
• Strong project management abilities with attention to detail.
• Able to work cross-functionally in a fast-paced environment.
• Creative problem-solving and a customer-focused mindset.

Qualifications

• Nice to have: Experience with loyalty program platforms, navigating compliance, audit, and regulatory frameworks common in financial institution environments, such as GLBA, CCPA, and banking regulations, experience with card-linked loyalty, banking rewards, or co-brand partnerships, experience coordinating with marketing operations or managing marketing CRM platforms.