Customer Experience and Retention Manager

About the Role

Champion customer experience and retention strategy across Mindvalley Membership and Premium Programs. Drive data-driven recommendations and strategic direction for CEX improvements, working with Product, Marketing, Customer Service, Legal, and Data teams to execute initiatives that reduce churn, improve external brand perception, and protect revenue.

Key Expected Outcomes

• Strategic Retention Leadership: Develop and drive retention strategy recommendations. Develop and drive user retention by increasing user engagement on the platform and driving member communication.

• Customer Experience Excellence: Improve ratings across Trustpilot, BBB, Reddit, App Store, and Google Play through systematic monitoring, analysis, and cross-functional improvement recommendations.

• Data-Driven Insights: Surface actionable insights on churn drivers, refund patterns, chargebacks, and customer behavior to inform Product, CS, and Marketing decisions.

• Refund & Dispute Optimization: Reduce refund rates and chargebacks through policy recommendations, flow analysis, and root cause identification while protecting customer trust.

• Cross-Functional Influence: Partner with key stakeholders to translate CEX data into prioritized improvements and measurable retention initiatives.

• Revenue Protection: Drive revenue growth through strategic recommendations that increase renewals and reduce revenue leakage.

Core Responsibilities:

• Cancellation & Refund Flow Analysis: Monitor performance of cancellation and refund flows; provide recommendations for UX optimization, policy refinements, and process improvements to Product and CS teams.

• Refund Strategy Development: Develop refund policy recommendations based on data analysis, industry best practices, and customer feedback; work with Legal and CS to implement changes.

• Customer Service Policy Consultation: Provide strategic input on CS policies related to refunds, exceptions, and escalations to ensure alignment with retention goals and brand values.

• Churn Analysis & Recommendations: Conduct deep analyses on voluntary and involuntary churn; develop and champion intervention strategies for Product and Marketing execution.

• Chargebacks & Disputes: Lead analysis of chargeback patterns, dispute reasons, and payment failures; recommend solutions to Product and Payments teams.

• Renewal Communications Strategy: Design renewal communication strategies and test plans; partner with Marketing (Head of Growth) for execution and optimization.

• CEX Metrics & Platform Monitoring: Establish comprehensive metrics to measure customer experience; monitor sentiment on external platforms and surface improvement priorities to stakeholders.

• Data Analysis: Query Metabase and BI tools to surface retention insights, refund trends, and customer behavior patterns; translate findings into actionable recommendations.

• Stakeholder Collaboration: Work closely with:

  • Marketing (Head of Growth): Renewal campaigns, lifecycle communications

  • Product (Payment PM): Cancellation flows, refund UX, payment optimization

  • Customer Service (Head of CS): Policy implementation, exception handling, support quality

  • Legal: Refund policy compliance, dispute management

  • Data Team: Advanced analytics, reporting infrastructure, AI/ML opportunities

• Voice of Customer: Conduct surveys, monitor feedback channels, and synthesize customer sentiment to inform strategic recommendations.

• Business Reviews & Reporting: Present retention metrics, CEX performance, and strategic recommendations to executive stakeholders with clear, actionable insights.

• Competitive Benchmarking: Monitor industry best practices for retention, refund policies, and customer experience standards.

Technical Skills:

• Data Analytics: Proficient in querying data and building dashboards in Metabase, Looker, or similar BI tools.

• Payment & Subscription Platforms: Experience with Stripe, PayPal, Checkout.com, or similar payment processors; understanding of subscription billing mechanics and dispute resolution.

• Customer Experience Metrics: Strong understanding of NPS, CSAT, CES, retention cohorts, and churn analysis methodologies.

Soft Skills:

• Strategic Thinking: Develops retention strategies that balance customer experience, revenue protection, and brand integrity.

• Critical Thinking: Dissects complex retention problems with first-principles reasoning; converts insights into evidence-based recommendations.

• Influence Without Authority: Drives cross-functional alignment and execution through compelling data narratives and stakeholder management.

• Communication: Articulates complex retention strategies clearly to diverse audiences; adapts communication style to technical and non-technical stakeholders.

• Customer Empathy: Balances business needs with genuine customer advocacy; designs recommendations that protect both revenue and trust.

• Execution Orientation: Moves quickly from insight to recommendation; comfortable working autonomously and navigating organizational complexity.

• Growth Mindset: Embraces experimentation, learns from data, and continuously refines approaches based on results.
  

Mindvalley is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other legally protected status. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.