Associate Director, Client Services

#LIDNI

Why you will love working for a National Top Workplace

We are a global leader in loyalty marketing

We work with some of the most well-known brands in the world to deliver market-leading, end-to-end loyalty solutions to enable customer experiences. With a strategy-led, technology-enabled approach, we are consistently named an industry leader by Forrester. The programs we deliver reach more than 330M consumers through loyalty. The impact of these loyalty programs affords us deep brand partnerships, owning a niche in the loyalty space where outcomes matter most. 

We are a mission and values driven company 

Our mission is to grow enterprise value through loyalty for our clients. Every role within Kobie has a purpose and directly contributes to us achieving this mission.  

We are values driven at every point. Over our 30 year journey, we’ve created a fun, high-trust, transparent workplace. We believe in leadership and ownership. Our hybrid work environment, personal holidays, casual dress code and focus on diversity and inclusion add to a culture that makes our teammates proud. That pride shines through in the work we do for our clients. 

About the team and what we’ll build together

As Associate Director, Client Services, 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.

How you will make an impact  

• Driving Program Development & Strategy: In conjunction with our Strategic partners and clients, manage loyalty programs that enhance customer retention and satisfaction. Develop strategies to drive program adoption and engagement – directly impacting our clients’ bottom line.
• Customer Insights & Data Analysis: With Decision Scientist partnership, understand our client’s customer data and insights to refine loyalty program offerings, ensuring alignment with customer preferences and business goals. Analyze program performance and make data-driven recommendations.
• Cross-functional Collaboration: Ability to collaborate with technology teams across Kobie and our clients to ensure seamless execution and integration of loyalty programs.
• Promotions & Campaigns: Manage the definition and understand execution of promotional campaigns to drive awareness and participation in the loyalty program. In partnership with our clients and Kobie partners, develop strategies for seasonal, tier-based, and milestone rewards.
• Enhancing Customer Experience: Understand the customer journey to ensure the Kobie platform and our clients technology allow the program members to have a seamless and enjoyable experience from enrollment to reward redemption.
• Performance Monitoring & Reporting: Understand and monitor our client’s program's performance metrics, such as participation rates, redemption rates, and ROI. In alignment with Decision Science and Strategy, provide regular reports to our clients on program success and areas for improvement.
• This role is expected to own the working relationship with both the clients and the internal Kobie team.  That includes but isn’t limited to CSAT scores, contractual allocations and support staff, teammate workload and prioritization. 
• Competitive Analysis: In partnership with Strategy, understand competitor loyalty programs and industry trends to ensure our client’s program remains competitive and innovative.
• Budget Management: Oversee our clients program budget, ensuring effective allocation of resources and staying within budgetary constraints.
• Program Enhancements: Identify opportunities for continuous improvement and propose new features or offerings to maintain our client’s interest and engagement, driving organic revenue.
• This role is responsible for improving the operational excellence of these accounts through efficiencies, personal experience and skillsets as well as influence. 
• This role has the potential to include direct reports to align with client growth and needs.  Additionally, this role will be responsible for managing several teammates indirectly in support of our client’s needs. 

What you need to be successful    

• 8-10 years in marketing, customer loyalty, or customer relationship management roles. Experience with loyalty program management and data analytics preferred.
• Bachelor’s degree in marketing, Business, or a related field. Advanced degree or certifications in marketing or customer engagement is a plus.
• Seeking a candidate who combines strategic vision with hands-on execution, utilizing data-driven insights to inform decisions and optimize the customer experience through innovative loyalty program design.
• Strong analytical skills with experience in data analysis and interpretation.
• Knowledge of CRM software, loyalty program platforms, and customer segmentation.
• Excellent communication skills, both written and verbal.
• Strong project management abilities with attention to detail.
• Ability to work cross-functionally in a fast-paced environment.
• Creative problem-solving and a customer-focused mindset.
• Experience with loyalty program platforms preferred.
• Experience in industries like retail, e-commerce, or hospitality where loyalty programs are a key component of the business preferred
• Client Services and/or Sales experience preferred.

Our teammates are at the heart of everything we do 

Healthy people are happy people, which makes mental and physical health a top priority at Kobie. From robust health insurance and benefits options to free fitness programs like FitOn, to generous vacation time for yourself, we support your health needs fully. In today’s job market, we know that employees are choosing only what works best for their life. For those that want career growth, Kobie is the perfect place. We have developed a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey. Beyond title progression, Kobie’s competitive pay, 401k matching, annual profit sharing and bonuses all make Kobie a perfect place to build your career. 

Kobie a place for all

We don’t just accept differences – we embrace, share, and celebrate them! 

Employment at Kobie is based solely on a person's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis under the law.   

We are fiercely committed to fostering a workplace where teammates draw upon their own diverse backgrounds, experiences, and perspectives so that they feel welcomed to bring their authentic self to work every day. While our leadership team fully and completely supports our policy of nondiscrimination and equal opportunity, all teammates share the responsibility to ensure we incorporate the principles of equity, diversity, and inclusion throughout Kobie.