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Vice President, Customer Base Management

Benjamin

Benjamin

Customer Service
Remote
Posted on Sep 27, 2024

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.

Qualifications and Skills:

  • Bachelor’s degree in Marketing, Business, Data Analytics, or a related field. Master’s degree preferred.
  • 10+ years of experience in customer experience, product management, or customer success with a focus on digital platforms or mobile apps.
  • Proven experience leading customer journey strategies across multiple channels and touchpoints.
  • Demonstrated success in driving retention, satisfaction, and customer lifecycle improvements.

Ideal Candidate:

  • Strong leadership and team management abilities, with experience building cross-functional collaboration between departments (Product, Support, Marketing, etc.).
  • Data-driven mindset with deep experience in customer analytics, insights, and retention strategies.
  • Exceptional communication and problem-solving skills with a strong understanding of UX/UI principles, customer psychology, and product experience.
  • Creative thinker with a passion for optimizing customer experiences, from onboarding to winback, using both innovative and proven strategies.

Why Join Us?

  • Lucrative Compensation: Maximize your earning potential with competitive salaries and rewarding bonus structures that recognize your dedication.
  • Thriving in Hyper-Growth: Immerse yourself in the dynamic environment of a hyper-growth startup, where you'll encounter daily challenges and avenues for professional advancement.
  • Cutting-Edge Collaboration: Engage with innovative technology and join a fast-paced team known for its forward-thinking approach and commitment to innovation.
  • Positive Workplace Culture: Experience a professional yet enjoyable atmosphere, where hard work is valued alongside a sense of humor and camaraderie, fostering a fulfilling work environment.

About Benjamin Capital Partners

Benjamin Capital Partners stands as the backbone of the revolutionary Benjamin App, a cutting-edge cash-rewards platform designed for consumers, merchants, and gamers alike. Known as Benjamin Money Moments, this platform offers users the chance to earn cash through a variety of engaging activities such as completing daily tasks, playing casual games, browsing content and ads, and enjoying cashback on everyday card purchases.

The Benjamin app opens up a world of possibilities for consumers to earn Benjamin Money Moments through a wide array of everyday activities, including purchases, mobile gaming, and ad engagement. As an emerging force in the fintech arena, Benjamin is committed to reshaping the future of cash rewards, one rewarding moment at a time.


Learn More: www.benjaminone.com



We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.