Sr. Director, Client Services

Join Kobie, a National Top Workplace and Top Remote Workplace, where the best minds in loyalty come together. As a Sr. Director, Client Services, you will lead the Client Services team, operating at the intersection of loyalty strategy, market intelligence, and enterprise relationship leadership.

About the Role As Senior Director, Client Services for the Retail Vertical, you will steward some of Kobie's most significant client partnerships,ensuring that loyalty becomes a strategic driver of customer engagement, revenue growth, and enterprise value for both clients and Kobie.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Financial & Commercial Accountability: Own financial performance across assigned accounts, including forecasting, profitability management, and long-term commercial strategy.
• Client Relationship Management: Serve as a trusted advisor, providing clarity, thought leadership, and proactive guidance grounded in loyalty best practices and market insight.
• Team Leadership & Talent Development: Lead, mentor, and elevate a high-performing Client Services team, fostering a culture of accountability, collaboration, and continuous improvement.

Requirements

• 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%.