Join our vibrant fintech startup, Benjamin, backed by top-tier venture capitalists Play Ventures & F4 Fund. We're on the lookout for an experienced and forward-thinking VP, Customer Base Management to our team!

At Benjamin, we're passionate about rewarding everyday actions through our MoMo’s (Money Moments). Benjamin is a new cash-rewards platform for consumers, merchants and gamers to earn cash, called Benjamin Money Moments, by completing daily tasks, playing casual games, viewing content and ads, and making everyday card purchases with cash back.

Key Responsibilities:

Customer Journey Strategy and Execution:

• Develop and execute comprehensive strategies that encompass all customer touchpoints, including onboarding, lifecycle, usage, retention, referrals, and winback.
• Optimize customer journeys across the traditional and flipped funnels, ensuring all stages of the funnel are addressed with tailored communication and engagement strategies.
• Coordinate cross-functionally with Product, UX/UI, Customer Support/Success, and Social/Community teams to ensure consistency and cohesion throughout the customer lifecycle.

Onboarding and Lifecycle Management:

• Define and refine onboarding standards to ensure new users are seamlessly integrated into the platform with a strong understanding of how to maximize value through Benjamin.
• Design customer lifecycle strategies that increase engagement, drive product usage, and proactively address pain points or drop-off stages.

Customer Insights and Analytics:

• Leverage research, data, and insights to continuously improve customer satisfaction, retention, and engagement strategies.
• Lead efforts to analyze customer data and identify trends that can inform product enhancements, customer support initiatives, and marketing efforts.

Retention, Referrals, and Winback:

• Develop strategies to retain customers through surprise-and-delight tactics, loyalty programs, and personalized engagement.
• Implement referral programs that incentivize existing users to bring new customers into the platform.
• Design winback campaigns to re-engage customers who have churned or disengaged, using data-driven insights to personalize outreach efforts.

Customer Support and Success Coordination:

• Work closely with the Customer Support and Success teams to ensure timely, efficient resolution of customer inquiries and issues, using the S.A.F.E. framework (Satisfy, Address, Avoid Festering, Counter Escalation).
• Ensure that customer support standards are continuously improved based on customer feedback and satisfaction metrics.

Product and UX/UI Collaboration:

• Collaborate with Product and UX/UI teams to identify opportunities for improving the in-app customer experience, including ease of use, features, and personalization.
• Influence product roadmaps based on customer data and usage insights, ensuring customer-centricity in product development decisions.

Community and Social Engagement:

• Work with Social and Community teams to ensure a cohesive customer engagement strategy across all platforms, including in-app, website, blog, social media, Discord, and other communication channels.
• Monitor community interactions and feedback to identify opportunities for engagement, improvement, and increased loyalty.

Metrics, KPIs, and Data-Driven Decision Making:

• Define and track key customer metrics such as Lifetime Value (LTV), Cost per Retention (CPR), Net Promoter Score (NPS), Daily Active Users/Monthly Active Users (DAU/MAU), Open Tickets, and App Store Reviews.
• Utilize customer data and KPIs to report on the effectiveness of retention, engagement, and customer experience strategies.