Associate Director, Client Services

Associate Director, Client Services 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 experience and maximize program ROI. Responsibilities Driving Program Development & Strategy: manage loyalty programs that enhance customer retention and satisfaction; develop strategies to drive adoption and engagement, directly impacting client ROI. Customer Insights & Data Analysis Partner with Decision Scientists to understand client customer data and insights and refine loyalty program offerings, ensuring alignment with preferences and business goals. For financial institution clients, apply sensitivity to data privacy regulations (GLBA, CCPA) and financial behavior data to inform reward strategy and make data-driven recommendations. Cross-functional Collaboration Collaborate with technology teams across Kobie and clients for seamless execution and integration of loyalty programs. For FI clients, manage fulfillment partners alongside Kobie’s Partnership team, ensuring partner performance, SLA adherence, and compliance for reward fulfillment. Promotions & Campaigns: manage definition and execution of promotional campaigns to drive awareness and participation; develop strategies for seasonal, tier-based, and milestone rewards. Enhancing Customer Experience: ensure the Kobie platform and client technology provide a seamless experience from enrollment to redemption. Performance Monitoring & Reporting Monitor program performance metrics (participation, redemption, ROI) and provide regular reports to clients. Own the working relationship with both clients and internal teams, covering CSAT scores, contractual allocations, support staff, workload, and prioritization. Competitive Analysis Analyze competitor loyalty programs and industry trends to keep client programs competitive and innovative. For FI clients, track trends specific to card-linked loyalty, banking rewards, co‑brand partnerships, and competitive landscape among issuers and fintechs. Budget Management: oversee client program budgets, ensuring effective allocation of resources and staying within constraints. Program Enhancements Identify opportunities for continuous improvement and propose new features or offerings to maintain client engagement and drive revenue. Improve operational excellence through efficiencies, personal experience and skillsets, and influence. Potential Direct and Indirect Reports: manage direct reports as client growth requires and oversee several teammates in support of client needs. Qualifications 8–10 years of experience in client services, account management, relationship management, or customer loyalty roles. Experience within the financial services industry, including banks, credit unions, or card issuers. Bachelor’s degree in marketing, business, or a related field. Deep understanding of financial services terminology, culture, and business drivers. Strong analytical skills with experience in data analysis and interpretation. Experience managing complex client relationships with multiple stakeholders and decision makers. Knowledge of CRM software, loyalty program platforms, and customer segmentation. Excellent communication skills, emphasizing clarity, documentation, and over‑communication. Strong project management abilities with attention to detail. Ability to work cross‑functionally in a fast‑paced environment. Creative problem‑solving and customer‑focused mindset. Nice to Have Experience with loyalty program platforms. Experience navigating compliance, audit, and regulatory frameworks such as GLBA, CCPA, and banking regulations. Experience with card‑linked loyalty, banking rewards, or co‑brand partnerships. Experience coordinating with marketing operations or managing marketing CRM platforms. Benefits Flexible Time Off Nine Company‑Wide Holidays Diverse benefits prioritizing growth, development, and well‑being Equal Employment Opportunity Employment at Kobie is based solely on an individual’s merit and qualifications, which are directly related to professional competence. We do not discriminate against any teammate or applicant because of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other characteristic protected by applicable law. We are fiercely committed to fostering a workplace where teammates can bring their authentic selves to work every day. Our DEI initiatives, including various committees, ensure that principles of equity, diversity, and inclusion are deeply ingrained throughout Kobie. #J-18808-Ljbffr