About the team and what we'll build togetherKobie's Client Services team operates at the intersection of loyalty strategy, market intelligence, and enterprise relationship leadership. As Director, Client Services, you will lead strategic client relationships and oversee the delivery of loyalty programs that drive customer engagement and grow enterprise value. This role combines strategic vision with operational excellence, requiring strong leadership, deep industry expertise, and the ability to influence senior client stakeholders.
This role blends strategic thought leadership, technical fluency, analytical rigor, and exceptional relationship management. You will guide the evolution of loyalty programs, orchestrate cross-functional delivery, and champion innovations that create differentiated consumer experiences.
How you will make an impactStrategic Program Leadership
- Own client loyalty program strategy and performance, ensuring alignment with client objectives and KPIs.
- Translate insights into actionable recommendations that optimize program ROI and member engagement.
Client Relationship Management
- Build and maintain senior-level client relationships, acting as a trusted advisor.
- Navigate organizational dynamics to anticipate challenges and proactively address risks.
Growth & Innovation
- Identify opportunities for organic growth across services, technology, and analytics.
- Co-create enhancements with clients to maintain competitive advantage.
Cross-Functional Orchestration
- Partner with Technology, Product, Decision Science, and Strategy teams to deliver seamless program execution.
- Influence internal priorities based on client needs and market trends.
Financial Accountability
- Manage account-level budgets and profitability; forecast revenue and resource allocation.
Team Leadership
- Mentor and develop team members; foster a culture of accountability and continuous improvement.
- May lead direct reports or project teams depending on account scope.
Market & Competitive Insight
- Monitor industry trends and competitor programs to inform strategic recommendations.
What you need to be successful- 10-12 years in client services, loyalty marketing, CRM, or enterprise program management, with significant experience in retail.
- Proven ability to lead strategic accounts and manage senior client relationships.
- Strong understanding of loyalty strategies, CRM platforms, and data-driven engagement.
- Exceptional communication, strategic thinking, and problem-solving skills.
- Experience managing budgets and driving growth within client portfolios.
- Ability to lead and inspire cross-functional teams in a 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%.
