Kobie

• Lead design and execution of roadmap enhancements to Kobie Alchemy® Loyalty Cloud's loyalty decisioning (Experience Engine) and experience delivery (Producer) technology product suites. • Gather requirements across clients and industry verticals to identify scope and maximize reusability of new feature requests. • Manage the product backlog including dependencies, priority, sequence, strategy, and business objectives. • Identify and address challenges that arise during the product development lifecycle, collaborating with team members to find creative solutions and keep development on track. • Provide mechanisms for teams and stakeholders to view and track team and product work progress across releases and major product milestones. • Share vision and purpose for all product development efforts, gaining interest and buy-in from various audiences, including business and technical roles at multiple levels of the organization. • Be a steward for excellence in your domain of expertise, advocating for and evolving platform standards while building the team's shared understanding.

• Orchestrates End‑to‑End Delivery Execution • Own technical execution from SA handoff (post‑discovery) through build, launch, hypercare, and ongoing run. • Set and govern delivery plans (scope, milestones, technical dependencies), ensuring on‑time, on‑budget, and in‑quality outcomes. • Serve as the single technical escalation point for implementation and run, driving decisions and clearing blockers. • Accountable for client satisfaction as it relates to technical delivery and runtime health. • Leads Cross‑Functional Coordination and Communication • Drive alignment across Product, Engineering, QA, and Client Services; clarify ownership, SLAs, and decision rights. • Run daily/weekly operating rhythms (standups, risk reviews, release/incident readouts) that keep delivery moving. • Escalate with precision—anticipate organizational pinch points and engage the right leaders at the right time. • Serve as a single technical point of accountability during delivery issues. • Triage Issues and Identify Root Causes • Own oversight of root cause analysis and corrective action. • Lead incident triage (functional and technical), coordinate diagnostics, and own the path to resolution. • Conduct structured Root Cause Analysis (RCA); document causes, corrective actions. • Track and retire recurring defects via systemic fixes (tooling, process, config standards, or code changes). • Ensure Program‑Level Operational Stability • Govern platform health post-launch, error budgets aSLOs in partnership with Engineering/Operations to protect client outcomes. • Own technical readiness of environments, integrations, and data pipelines supporting live programs. • Accountable for operational outcomes at a program level. • Drive Strategic Readiness for Launches and Changes • Lead go‑live readiness: cutover planning, rollback paths, data migration checks, and production access controls. • Chair technical Go/No‑Go with clear risk framing, mitigations, and stakeholder sign‑off. • Coordinate change windows and release trains to minimize client impact and validate operational readiness before launches or changes. • Continuously Optimize Workflows for Efficiency • Map and improve delivery workflows end‑to‑end (from SA handoff to run), reducing manual effort and cycle time. • Instrument and eliminate bottlenecks using data (e.g., wait states, rework, defect escape rates). • Standardize playbooks, templates, and automation to increase predictability and scale. • Support Client KPI and SLA Monitoring • Define and track delivery KPIs/SLA dashboards (e.g., release velocity, incident MTTR, defect density, change success rate). • Correlate technical signals with business impact (e.g., anomalies in redemptions, engagement, or promotion performance). • Proactively surface risks and opportunities to PM/CS and recommend corrective actions.

• As Director, Product you will define what Kobie's data platform means as a market-facing product: how behavioral and transactional data becomes the engine behind smarter loyalty programs, better marketing performance, and more personalized customer experiences. • You will set strategy for KLICs and the Data Engine, build the commercial model to monetize them, and ensure our data capabilities fuel AI-driven outcomes — not just move data between systems. • You will work directly with Product, Data Engineering, Client Services, and Commercial teams to convert Kobie's data assets into scalable, repeatable offerings. • Define Kobie's data product portfolio with a clear focus on marketing, loyalty, and customer experience outcomes. • Set the standard for what 'AI-ready data' means at Kobie. • Drive the long-term roadmap for data capabilities that help clients transform unified customer data into actionable audiences, personalized experiences, and measurable loyalty outcomes.

• Lead the development of project plans, timelines, and budgets in collaboration with stakeholders, ensuring alignment with client objectives and business requirements • Own end-to-end delivery from kickoff through deployment, ensuring predictable outcomes. Build and manage integrated, dependency-driven project plans with clear critical path, ownership, and milestones. • Monitor project progress and proactively identify risks in advance and drive mitigation actions to maintain schedule, scope, and budget alignment. • Manage project financials and scope with discipline, including tracking against budget, identifying variances, and driving structured change control. Ensure all scope changes are documented, approved, and aligned to business and contractual expectations. Make informed tradeoff recommendations for balancing timeline, cost, and feature delivery. • Proactively manage stakeholder expectations and influence outcomes across Client Services, Product, and Technology. • Serve as a primary point of contact for clients, establishing and maintaining strong relationships to understand their needs, expectations, and concerns. • Communicate effectively with internal and external stakeholders, providing regular updates on project status, risks, and issues. • Lead decision-oriented stakeholder forums that drive alignment and assign clear accountability. Translate complex delivery details into concise, executive-ready narratives, including risks, tradeoffs, and required decisions. • Lead cross-functional project teams, providing direction, guidance, and support to team members throughout the project lifecycle. • Foster a collaborative team environment, promoting communication, teamwork, and accountability to achieve project goals. • Coach and mentor junior project managers and team members, fostering their professional growth and development • Ensure the quality of project deliverables meets or exceeds client expectations and industry standards. • Proactively identify and assess project risks and issues, developing and implementing risk mitigation and contingency plans as needed. • Conduct regular project reviews and audits to monitor compliance with project management processes and best practices. • Identify opportunities for process improvements and efficiency gains within the project management office. • Lead lessons learned sessions at the conclusion of projects to capture key insights and best practices for future initiatives. • Contribute to the development and refinement of project management methodologies, tools, and templates.

• Lead and deliver cutting-edge loyalty consulting, strategy, and program design. • Maximize consumers’ emotional connection throughout their customer lifecycle and deliver enterprise value for clients. • Collaborate closely with Kobie’s client services, business development, analytics, marketing services, technology, and operations teams.

• Serve as the executive-level strategic partner to key retail clients, ensuring loyalty strategy is aligned to enterprise goals and customer engagement objectives. • Articulate how loyalty contributes to broader corporate strategy, supporting clients in achieving revenue, retention, and customer experience outcomes. • Lead the long-term evolution of loyalty programs by integrating strategy, analytics, and technology to optimize performance, profitability, and member engagement. • Translate data-driven insights into actionable recommendations that drive ROI and address emerging customer needs in support of driving best-in-class programs. • 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. • Monitor industry trends, competitor movements, and evolving retail behaviors to shape both client strategy and internal decision-making. • Identify and drive opportunities for organic growth across services, technology, analytics, and product enhancements to maximize long-term revenue and value creation. • Co-create innovation with clients, leveraging Kobie IP, market intelligence, and emerging loyalty constructs to deliver differentiated, competitive solutions. • Lead cross-functional collaboration with Technology, Product, Decision Science, Strategy, and Delivery teams to ensure alignment on strategic priorities and program execution. • Translate market and client insights into actionable internal strategies—shaping product roadmaps, operational improvements, and cross-client opportunities. • Foster a knowledge-sharing culture that equips teams with the intelligence and context needed to deliver consistent, high-quality outcomes. • Demonstrate strong understanding of Kobie’s platform capabilities, integrations, and data ecosystem to guide strategic conversations with client and internal technology teams. • Oversee program enhancements, operational execution, and technical implementations with a focus on scalability, efficiency, and quality. • Own financial performance across assigned accounts, including forecasting, profitability management, and long-term commercial strategy. • Apply strategic and financial engineering to balance short-term wins with sustainable long-term growth for both clients and Kobie. • Serve as a trusted advisor, providing clarity, thought leadership, and proactive guidance grounded in loyalty best practices and market insight. • Build deep, multi-threaded relationships across complex client organizations, fostering trust and accelerating strategic decision-making. • Strategically steward the client relationship map—ensuring executive-level depth and organizational breadth—to anticipate challenges, drive alignment, and negotiate trade-offs that optimize outcomes for both the client and Kobie. • Lead, mentor, and elevate a high-performing Client Services team, fostering a culture of accountability, collaboration, and continuous improvement. • Empower teams to communicate value clearly, think strategically, anticipate client needs, and drive meaningful outcomes aligned to Kobie’s growth vision.

• Oversee end-to-end campaign operations process, including development, QA, deployment, and in-flight monitoring, ensuring the team is executing to standard and timelines are met. • Translate business and marketing requirements into platform configuration, including: Data selection and targeting logic Personalization and content assembly Journey or automation setup • Operate with a high degree of autonomy, proactively identifying risks, data constraints, or configuration issues and recommending solutions before they impact timelines or campaign performance. • Rapidly evaluate campaign requests and determine the most efficient and scalable execution approach within platform and timeline constraints • Triage and reprioritize competing campaign requests in real time, translating shifting client priorities in a dynamic environment where timelines and priorities may shift frequently • Gather and document client requirements — questioning and challenging where appropriate to ensure exact scope is understood before work begins and factored into planning • Perform thorough campaign QA, validating data, logic, content, links, personalization, and rendering • Review and troubleshoot HTML for accuracy and compatibility (not responsible for building or writing new HTML development) • Partner with HTML developers and QA testers to resolve issues efficiently and uphold quality standards • Ensure compliance with deliverability, data governance, and content standards • Maintain high QA standards even under compressed timelines, ensuring accuracy and reliability while balancing speed of execution • Quickly identify risks or dependencies early and escalate when platform or data constraints impact delivery and determine the most effective workaround or escalation path • Serve as the primary point of contact for campaign operations on your client account owing weekly status meetings, daily communication, change request management, and real-time updates on campaign status, risks, and timelines • Communicate proactively with both client and internal stakeholders to provide clear updates on campaign status, risks, and timeline adjustments

• Maintain frequent, intentional, collaborative, and pro-active communication with client as their primary point of contact for day-to-day management • Deliver cross-functional insights, recommendations, thought leadership and feedback as a trusted advisor with deep understanding of your client’s business challenges and goals • Manage Client Services 90-day planning cadence and planning cycles in support of your client’s program as agreed to, such as: weekly and monthly check-ins and planning meetings, 1:1s with primary contacts, exec check-ins between senior stakeholders, and EBRs • Prepare and publish advance meeting agendas, follow-up contact reports, client presentations, weekly client updates, and other client communications and correspondence • Develop, manage and operationalize account plans and strategic and technical roadmaps to ensure all initiatives are delivered on time and with a high degree of excellence • Provide account expertise and insight to guide cross-functional Kobie and client teams across program strategies, initiatives, and work streams to ensure program delivery is strong and consistent • Support cross-functional efforts to optimize Kobie client’s loyalty program in support of Kobie’s mission to drive enterprise value through Loyalty, including bonus offer planning, management, measurement and reporting • Field and manage client requests and changes to administrative program functions, such as earn rules configuration and logic changes or creation • Serve as a point of contact for issue escalation, management, and resolution, coordinating with technology operations and issue response and resolution staff to stay informed on all issues to provide accurate client communication and positioning • Coordinate with internal teammates to create project estimates and timelines, and track project progress and status to ensure on-time and quality delivery • Coordinate administrative details such as Jira time tracking, resource allocation and forecasting, invoicing, etc • Review invoices in preparation for timely and accurate financial billing

• Own client loyalty program strategy and performance, ensuring alignment with client objectives and KPIs. • Translate insights into actionable recommendations that optimize program ROI and member engagement. • Build and maintain senior-level client relationships, acting as a trusted advisor. • Navigate organizational dynamics to anticipate challenges and proactively address risks. • Identify opportunities for organic growth across services, technology, and analytics. • Co-create enhancements with clients to maintain competitive advantage. • Partner with Technology, Product, Decision Science, and Strategy teams to deliver seamless program execution. • Influence internal priorities based on client needs and market trends. • Manage account-level budgets and profitability; forecast revenue and resource allocation. • Mentor and develop team members; foster a culture of accountability and continuous improvement.

• Manage the daily operational logistics of the intra-Kobie team respective to the client assigned. • Regularly evaluate the efficiency of organization procedures according to objectives and apply improvements. • Working with client services team and technology team on the implementation and tracking of client’s requirements for program success • Help maintain effective working relationships with affiliate client organization, and other members of the Kobie Team. • Coordinate with external partners and vendors to optimize program delivery and ensure seamless integration of third-party services. • Establish and maintain operational processes and procedures to ensure the efficient delivery of projects/objectives. • Identify and implement automation and optimization opportunities to streamline operations and enhance scalability. • Proactively address operational challenges and resolve issues to minimize impact on customer experience. • Support the creation and execution of client programs. • Aid with program, client, and intra-team logistics. • Support strategic vision and the sustainability of programming. • Lead program and support including facilitation, leading discussions, delivering results and success. • Build on program initiatives to drive additional impact through program results, growth, and/or creation of additional revenue impacting development. • Serve as point of contact and maintain positive and effective relationships with client, internal client team, and others as required. • Develop and implement strategic plans for loyalty rewards programs, aligned with business objectives and customer needs. • Monitor program performance metrics and KPIs to identify trends, opportunities, and areas for improvement. • Oversee the end-to-end execution of rewards programs and deliverables.