Kobie

Senior Director, Client Services

Kobie

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.
  • 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.
  • 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.
  • Foster a knowledge-sharing culture that equips teams with the intelligence and context needed to deliver consistent, high-quality outcomes.
  • 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.
  • 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.
  • 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.
  • 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.
  • Ability to lead and inspire cross-functional teams in a dynamic, fast-paced environment.
  • Bachelor’s degree required; advanced degree or relevant certifications preferred.
  • Ability to travel up to 20% with peak periods up to 35%.
Benefits
  • Flexible Time Off to recharge when needed
  • Nine Company-Wide Holidays
  • A diverse suite of benefits prioritizing your growth, development, and personal well-being
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
loyalty program strategycustomer engagementCRMdata-driven insightsSaaS platformsfinancial performance managementP&L managementstrategic planningoperational executionprogram enhancements
Soft Skills
strategic thinkinganalytical problem-solvingexceptional communicationexecutive presencerelationship buildingteam leadershipmentoringcollaborationaccountabilitycontinuous improvement
Certifications
Bachelor's degreeadvanced degreerelevant certifications