Director, Client Services - Retail
About The Position
The Director, Client Services leads a retail book of business as Kobie’s visible account lead, owning client satisfaction, revenue, and organic growth. The role serves as a trusted extension of clients’ teams and provides direction, problem-solving, and leadership to both clients and internal teams. Retail clients operate loyalty programs across stores, apps, and ecommerce, with high-volume promotional calendars, peak seasons, and diverse program models such as tiers, co-brand cards, and paid memberships. The Director owns the client experience from onboarding through renewal, including satisfaction targets; delivers revenue and margin goals; manages forecasts and resource allocation; and partners with Finance on pricing and profitability. The role builds proposals to grow accounts, develops account plans, leads quarterly client reviews, and provides thought leadership on retail challenges. It also identifies risks early, escalates appropriately, develops a direct team, and sets engagement practices for cross-functional teams supporting clients. The position may involve travel up to 20%.
Requirements
- 10+ years of marketing experience, including leadership of loyalty or rewards programs.
- Proven success 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.
- Bachelor’s degree required.
- Ability and willingness to travel as needed; travel may be up to 20%.
Nice To Haves
- Loyalty industry or technology enabler experience.
- Industry recognition that sets the candidate apart as a leader.
Responsibilities
- Own the end-to-end client experience from onboarding to renewal, including the account’s client satisfaction target.
- Deliver account revenue and margin targets; own forecasts and resource allocation; and partner with Finance on pricing and profitability.
- Build and land proposals that grow accounts and turn strong partnerships into client proof points that help Kobie win.
- Build account plans, lead quarterly client reviews, and provide thought leadership on retail clients’ challenges.
- Identify risks early, escalate with judgment, and turn friction into opportunity.
- Lead and develop a direct team and set rules of engagement for the cross-functional group supporting each client.
- Guide technical conversations about loyalty and martech platforms, including capabilities, integrations, and data flows.
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
