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. We are a trusted partner delivering market-leading, end-to-end loyalty solutions designed to enable customer experiences for the world's most successful brands. We do this with a strategy-led technology approach that uncovers the truth behind what drives consumers on an emotional level.

Responsibilities

• 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
• 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
• 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
• 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
• Demonstrate strong understanding of Kobie’s platform capabilities, integrations, and data ecosystem to guide strategic conversations with client and internal technology teams
• 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
• 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
• 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%

Skills

• Strategic thought leadership
• Technical fluency
• Analytical rigor
• Exceptional relationship management
• Leadership in cross-functional teams
• Financial and commercial accountability
• Client relationship management

Benefits

Discover more about our perks and benefits here.

Pay

Commensurate with experience.

Schedule

Flexible work schedule, with the option to work remotely.

Equal Opportunity Employer

We are committed to fostering a workplace where all teammates can bring their authentic selves to work every day. We celebrate and embrace diversity at Kobie!