Director, Client Services - Retail
About The Position
Kobie is seeking a Director, Client Services to lead a retail book of business as the visible account lead. The role owns client satisfaction, revenue, and organic account growth, and serves as a trusted partner to clients and an internal source of direction for Kobie teams. The position supports major retail brands whose loyalty programs span stores, apps, and ecommerce, with high-volume promotional calendars, peak seasons, and varied program models such as tiers, co-brand cards, and paid memberships. The Director owns the client experience from onboarding through renewal; manages account revenue, margins, forecasts, resource allocation, and financial performance; develops proposals and account strategies to grow business; and leads quarterly client reviews. The role also identifies and manages risks, provides thought leadership on retail client challenges, and leads and develops a direct team while setting engagement expectations for cross-functional teams. The role is remote-first, with periodic travel as needed and travel of up to 20%.
Requirements
- 10 or more years of marketing experience, including leading loyalty or rewards programs.
- Proven success working with well-recognized retail brands.
- Experience managing P&L and account financials.
- Confidence and salesmanship to grow accounts.
- Exceptional judgment and real-time problem-solving ability.
- Technical fluency with loyalty and martech platforms, including capabilities, integrations, and data flows, and confidence guiding technical conversations.
- Bachelor's degree.
- Ability and willingness to travel up to 20%.
Nice To Haves
- Loyalty industry or technology enabler experience.
- Industry recognition that distinguishes the candidate as a leader.
Responsibilities
- Own the end-to-end client experience from onboarding to renewal, including the account's client satisfaction target.
- Serve as a true extension of the client's team and the visible account lead.
- Deliver account revenue and margin targets, manage forecasts and resource allocation, and partner with Finance on pricing and profitability.
- Build and land proposals that grow accounts and develop client proof points that support Kobie's business development.
- Build account plans, lead quarterly client reviews, and provide thought leadership on challenges facing retail clients.
- Identify risks early, escalate with judgment, and turn client friction into opportunity.
- Lead and develop a direct team and set rules of engagement for the cross-functional teams supporting each client.
Benefits
- Flexible Time Off.
- Nine company-wide holidays.
- A diverse suite of benefits prioritizing growth, development, and personal well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Director
