Sr. Director, Client Services

How You Will Make an Impact

• Enterprise Strategic Leadership
• ·        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.
• Loyalty Program Vision & Performance
• ·        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.
• Client Opportunity, Risk & Market Sensing
• ·        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.
• Growth, Innovation & Co-Creation
• ·        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.
• Cross-Functional Orchestration & Internal Influence
• ·        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.
• Technical & Operational Stewardship
• ·        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.
• Financial & Commercial Accountability
• ·        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.
• Client Relationship Management
• ·        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.
• Team Leadership & Talent Development
• ·        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.

You Need to Be Successful

• ·        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%.