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%

Benefits

Discover more about our perks and benefits here.

Pay

Commensurate with experience.

Schedule

N/A