Vp of Customer Support | Gaming/Reward

The Vice President of Customer Success will lead efforts to ensure exceptional customer experiences and achieve a 4.9 rating on all app stores. This pivotal role focuses on driving customer satisfaction, loyalty, and advocacy by implementing comprehensive customer success programs, managing all customer-facing teams, and fostering a customer-centric culture throughout the organization.

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Key Responsibilities

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1.& Leadership and Strategy:

Develop and execute a customer success strategy aligned with Benjamin s business objectives and customer experience goals.

Lead, mentor, and develop a high-performing customer success team.

Collaborate with executive leadership to prioritize customer success initiatives.

2.& Customer Experience Enhancement:

Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.

Develop and implement strategies to enhance customer satisfaction, retention, and advocacy.

Work closely with product and engineering teams to ensure customer feedback is incorporated into product development.

3.& Customer Feedback Management:

Oversee the collection, analysis, and response to customer feedback across all channels.

Implement a system to ensure timely and effective responses to all customer reviews, both positive and negative, on app stores and other platforms.

Use predictive analytics to anticipate customer issues and address them proactively.

4.& Key Programs to Launch:

a. Diving Catch Program:

& Objective:& Ensure all Benjamin users are satisfied with the level of service, trust the brand, and achieve a 4.9 score for app store ratings.

& Components:

& Employee Engagement:& Train and empower employees to respond to negative reviews and maintain a pulse on customer satisfaction.

& Comprehensive Review Response:& Develop a system for responding to all reviews, emphasizing customer appreciation and addressing concerns promptly.

& Proactive UX Monitoring:& Implement data-driven mechanisms to identify and address negative user experiences before customers reach out. Use predictive analytics to anticipate potential issues.

& Compensation for Negative Experiences:& Create a policy to compensate users for negative experiences, including non-monetary dissatisfaction, to show commitment to customer care.

& Root Cause Analysis:& Establish a process for root cause analysis of identified issues and develop action plans for resolution, ensuring continuous improvement.

& Feedback Loop:& Develop a feedback loop to continuously integrate insights from customer interactions into product development and service improvement.

b. Customer Service Standards and Procedures Review:

& Objective:& Conduct a comprehensive review of customer service standards and procedures.

& Components:

& Documentation:& Develop and maintain thorough documentation of all customer service procedures and standards.

& Quality Assurance (QA):& Implement robust QA processes to regularly review and assess customer service interactions, ensuring high standards.

& Training Programs:& Create and execute comprehensive training programs for customer service representatives to equip them with the necessary skills and knowledge.

& Feedback and Improvement:& Establish mechanisms for continuous feedback and improvement, incorporating customer and employee suggestions into service enhancements.

& Performance Metrics:& Define and track key performance metrics to measure customer service effectiveness and identify areas for improvement.

& Best Practices:& Research and implement industry best practices to elevate the overall customer service experience.

5.& Customer Advocacy and Community Building:

Develop and implement programs to build a community of loyal and engaged customers.

Foster relationships with key customers to create brand advocates.

Organize customer success events, webinars, and other activities to strengthen customer relationships