Associate Director, Client Services

· Flexible Time Off to recharge when needed

· Nine Company-Wide Holidays

· A diverse suite of benefits prioritizing your growth, development, and personal well-being

About the team and what we’ll build together

As Associate Director, Client Services, you will drive the evolution and success of our clients’ customer loyalty programs. Your leadership will shape loyalty strategies, leveraging data-driven insights and cross-functional collaboration to enhance customer experiences and maximize program ROI.

In the Financial Services Vertical, This Means:

You'll operate at the intersection of loyalty marketing and banking/card operations. With a growing portfolio of financial institution (FI) clients, you will bring deep understanding of the unique challenges, regulatory environment, and customer expectations within banking, credit unions, and other financial services organizations.

How you will make an impact

• Driving Program Development & Strategy: In conjunction with our clients, manage loyalty programs that enhance customer retention and satisfaction. Develop strategies to drive program adoption and engagement – directly impacting our clients’ bottom line.
• Customer Insights & Data Analysis: With Decision Scientist partnership, understand our client’s customer data and insights to refine loyalty program offerings, ensuring alignment with customer preferences and business goals.
• For financial institution clients, this requires sensitivity to data privacy regulations (e.g., GLBA, CCPA) and an understanding of how financial behavior data informs cardholder engagement and reward strategy. Analyze program performance and make data-driven recommendations.
• Cross-functional Collaboration: Your ability to collaborate with technology teams across Kobie and our clients to ensure seamless execution and integration of loyalty programs.
• For financial institution clients, this includes managing fulfillment partners in coordination with Kobie’s Partnership team, ensuring partner performance, SLA adherence, and alignment with client expectations – particularly for FI clients where reward fulfillment accuracy and compliance are critical.
• Promotions & Campaigns: Manage the definition and execution of promotional campaigns to drive awareness and participation in the loyalty program. In partnership with our clients and Kobie partners, develop strategies for seasonal, tier-based, and milestone rewards.
• Enhancing Customer Experience: Understand the customer journey to ensure the Kobie platform and our clients technology allow the program members to have a seamless and enjoyable experience from enrollment to reward redemption.
• Performance Monitoring & Reporting: Understand and monitor our client’s program's performance metrics, such as participation rates, redemption rates, and ROI. In alignment with Decision Science and Strategy, provide regular reports to our clients on program success and areas for improvement.
• This role is expected to own the working relationship with both the clients and the internal Kobie team. That includes but isn’t limited to CSAT scores, contractual allocations and support staff, teammate workload and prioritization.
• Competitive Analysis: In partnership with Strategy, understand competitor loyalty programs and industry trends to ensure our client’s program remains competitive and innovative.
• For financial institution clients, this means tracking trends specific to card-linked loyalty, banking rewards, co-brand partnerships, and the competitive landscape among issuers and fintechs.
• Budget Management: Oversee our clients program budget, ensuring effective allocation of resources and staying within budgetary constraints.
• Program Enhancements: Identify opportunities for continuous improvement and propose new features or offerings to maintain our client’s interest and engagement, driving organic revenue.
• This role is responsible for improving the operational excellence of these accounts through efficienci