Director, Client Services - Retail

Kobie; Richmond (VA); Remote; USD 180,000 - 230,000; Full time

Benefits offered by this job

Flexible Time Off

9 Company Holidays

Growth & Well-being Benefits

Job summary

Kobie is seeking a Sr. Director, Client Services to lead a retail book of business, owning client satisfaction, revenue, and organic growth.

You will guide cross-functional teams and drive loyalty program initiatives across channels, ensuring seamless execution for major retail brands. The role emphasizes strategic account planning, risk management, and leadership of a direct team within a remote-friendly, travel‑optional environment.

Qualifications

• 10+ years of marketing experience, including leading loyalty or rewards programs.
• Proven success with well-recognized retail brands.
• Experience managing P&L and account financials.
• The confidence and salesmanship to grow accounts.
• Exceptional judgment and real-time problem solving.
• Technical fluency with loyalty and martech platforms, including capabilities, integrations, and data flows.
• Bachelor's degree required.
• Ability to travel up to 20%.

Responsibilities

• Own the client experience from onboarding to renewal, and be a true extension of the client’s team.
• Deliver account revenue and margin targets, own forecasts and resource allocation.
• Build and land proposals that grow accounts and demonstrate client value.
• Lead the account plan, quarterly reviews, and thought leadership on retail challenges.
• Identify and manage risk, turning friction into opportunity.
• Lead and develop a direct team and set engagement rules for cross-functional groups.

Skills

Marketing leadership

Loyalty programs

Retail brand experience

P&L management

Salesmanship

Problem solving

Martech platforms

Bachelor's degree

Travel availability

Education

Bachelor's degree

Job description

Join a National Top Workplace

Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We’re always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world’s most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers.

Join a National Top Workplace

Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We’re always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world’s most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers.

Join Us from Anywhere

While our headquarters are nestled in sunny St. Petersburg, Florida, Kobie embraces a flexible work environment, offering teammates the freedom to work remotely. We understand the importance of work-life balance and support our team with:

• Flexible Time Off to recharge when needed
• Nine Company-Wide Holidays
• A diverse suite of benefits prioritizing your growth, development, and personal well-being

Benefits

Discover more about our perks and benefits here.

Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role.

Travel Requirements

As a remote-first organization headquartered in St. Petersburg, Florida, Kobie values meaningful in-person connection and collaboration that strengthens our teams, supports our clients, and enhances our culture. While travel requirements vary by role, periodic travel may be required to support business objectives, team collaboration, customer engagements, training, and company events. Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role.

About The Team And What We Will Build Together

You're the face of Kobie to your clients. As Director, Client Services, you'll lead a retail book of business as the visible account lead, owning client satisfaction, revenue, and the organic growth that moves Kobie from vendor to valued partner. Clients and Kobie teams will look to you for direction, problem solving, and the tone for how we work together.

In the Retail Vertical, this means:

You will partner with some of the most recognized names in retail, where loyalty is a frontline growth engine. Programs run across stores, apps, and ecommerce, and members expect every point, offer, and reward to work seamlessly wherever they shop. You'll navigate high-volume promotional calendars, peak seasons where execution can’t miss, program models from tiers to co-brand cards to paid memberships, and a fiercely competitive market where every retailer is fighting for share of wallet. The work moves fast, the stakes are visible, and the results show up in the business.

How You Will Make An Impact

• The account, end to end: Own the client experience from onboarding to renewal, including the account's client satisfaction target, and become a true extension of your client's team
• Revenue and margin: Deliver account revenue and margin targets, own forecasts and resource allocation, and partner with Finance on pricing and profitability
• Organic growth: Build and land proposals that grow your accounts, and turn strong partnerships into client proof points that help Kobie win
• Account strategy: Build the account plan, lead quarterly client reviews, and bring thought leadership on the challenges retail clients face
• Risk into trust: Spot risk early, elevate with judgment, and turn friction into opportunity
• Your team: Lead and develop a direct team, and set the rules of engagement for the cross-functional group behind every client

Required

What you need to be successful

• 10+ years of marketing experience, including leading loyalty or rewards programs
• Proven success with well-recognized retail brands
• Experience managing P&L and account financials
• The confidence and salesmanship to grow accounts
• Exceptional judgment and real-time problem solving
• Technical fluency with loyalty and martech platforms, including capabilities, integrations, and data flows, and the confidence to guide technical conversations
• Bachelor's degree required
• Ability to travel up to 20%

Bonus Points

• Loyalty industry or technology enabler experience, or industry recognition that sets you apart as a leader

Where this role leads:

Sr. Director, Client Services, stewarding a multi-account portfolio.

Who we are

As a trusted partner, Kobie delivers market-leading, end-to-end loyalty solutions designed to enable customer experiences for the world's most successful brands. We do this with a strategy-led technology approach that uncovers the truth behind what drives consumers on an emotional level. We believe that our team's passion and expertise are the driving forces behind our success and are proud to be named a Top Workplaces in the USA, where the best and brightest in loyalty drive our mission of growing enterprise value through loyalty.

A place for all

We celebrate and embrace diversity at Kobie!

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/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. While our leadership team fully supports our policy of nondiscrimination and equal opportunity, it is the responsibility of all teammates to uphold these values.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.