Sr. Director, Client Services

About the role

Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role. As a Senior Director, Client Services for the Retail Vertical, you will serve as the executive-level strategic partner to key retail clients, ensuring loyalty strategy aligns with enterprise goals and customer engagement objectives. You will articulate how loyalty contributes to broader corporate strategy, supporting clients in achieving revenue, retention, and customer experience outcomes. You will lead the long-term evolution of loyalty programs by integrating strategy, analytics, and technology to optimize performance, profitability, and member engagement. You will translate data-driven insights into actionable recommendations that drive ROI and address emerging customer needs, driving best-in-class programs.

Responsibilities

• Identify client opportunities, surface emerging risks, and elevate market trends that fuel program and enterprise growth.
• Engage at the executive level, translating complex client environments and competitive signals into actionable strategies—strengthening client programs while informing Kobie’s product, services, and growth roadmap.
• Guide the evolution of loyalty programs, orchestrating cross-functional delivery, and championing innovations that create differentiated consumer experiences.
• Enterprise Strategic Leadership:
  • Serve as the executive-level strategic partner to key retail clients, ensuring loyalty strategy is aligned to enterprise goals and customer engagement objectives.
  • Articulate how loyalty contributes to broader corporate strategy, supporting clients in achieving revenue, retention, and customer experience outcomes.
• Loyalty Program Vision & Performance:
  • Lead the long-term evolution of loyalty programs by integrating strategy, analytics, and technology to optimize performance, profitability, and member engagement.
  • Translate data-driven insights into actionable recommendations that drive ROI and address emerging customer needs in support of driving best-in-class programs.
• Client Opportunity, Risk & Market Sensing:
  • Continuously scan for risks, political dynamics, shifting priorities, and organizational barriers within client environments, converting them into opportunities that deepen partnership and expand Kobie’s strategic influence.
  • Monitor industry trends, competitor movements, and evolving retail behaviors to shape both client strategy and internal decision-making.
• Growth, Innovation & Co-Creation:
  • Identify and drive opportunities for organic growth across services, technology, analytics, and product enhancements to maximize long-term revenue and value creation.
  • Co-create innovation with clients, leveraging Kobie IP, market intelligence, and emerging loyalty constructs to deliver differentiated, competitive solutions.
• Cross-Functional Orchestration & Internal Influence:
  • Lead cross-functional collaboration with Technology, Product, Decision Science, Strategy, and Delivery teams to ensure alignment on strategic priorities and program execution.
  • Translate market and client insights into actionable internal strategies—shaping product roadmaps, operational improvements, and cross-client opportunities.
• Foster a knowledge-sharing culture that equips teams with the intelligence and context needed to deliver consistent, high-quality outcomes.
• Technical & Operational Stewardship:
  • Demonstrate strong understanding of Kobie’s platform capabilities, integrations, and data ecosystem to guide strategic conversations with client and internal technology teams.
  • Oversee program enhancements, operational execution, and technical implementations with a focus on scalability, efficiency, and quality.
• Financial & Commercial Accountability:
  • Own financial performance across assigned accounts, including forecasting, profitability management, and long-term commercial strategy.
  • Apply strategic and financial engineering to balance short-term wins with sustainable long-term growth for both clients and Kobie.
• Client Relationship Management:
  • Serve as a trusted advisor, providing clarity, thought leadership, and proactive guidance grounded in loyalty best practices and market insight.
  • Build deep, multi-threaded relationships across complex client organizations, fostering trust and accelerating strategic decision-making.
  • Strategically steward the client relationship map—ensuring executive-level depth and organizational breadth—to anticipate challenges, drive alignment, and negotiate trade-offs that optimize outcomes for both the client and Kobie.
• Team Leadership & Talent Development:
  • Lead, mentor, and elevate a high-performing Client Services team, fostering a culture of accountability, collaboration, and continuous improvement.
  • Empower teams to communicate value clearly, think strategically, anticipate client needs, and drive meaningful outcomes aligned to Kobie’s growth vision.

Requirements

• 12-15+ years in client services, loyalty marketing, CRM, or enterprise program management, with significant experience in the retail sector.
• Proven track record leading large, complex accounts and cultivating senior executive relationships.
• Deep understanding of loyalty program strategy, customer engagement, CRM platforms, and data-driven insight application.
• Strong technical fluency with SaaS platforms, integrations, data ecosystem concepts, and digital customer experience.
• Demonstrated ability to anticipate risk, identify growth opportunities, and influence strategic direction.
• Exceptional communication, strategic thinking, analytical problem-solving, and executive presence.
• Experience managing budgets, P&L, and multi-year commercial strategies that drive portfolio growth.

Qualifications

• Bachelor’s degree required; advanced degree or relevant certifications preferred.
• Ability to travel up to 20% with peak periods up to 35%.