Senior CX Insights Manager, LATAM

<div class="content-intro"><h2 data-pm-slice="1 1 []">About Crunchyroll</h2> <p>Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.</p> <p>Join our team, and help us shape the future of anime!</p></div><p>Crunchyroll is seeking a <strong>Senior Manager, CX Insights (LATAM)</strong> to lead our Customer Experience (CX) Insights function across Latin America. Reporting to the <strong>Director of CX Insights & Analytics</strong>, this leader will transform customer feedback, operational data, and market insights into actionable recommendations that improve the fan experience and influence business strategy.</p> <p>This is a highly visible role that sits at the intersection of Customer Experience, Analytics, Product, Content, Marketing, Subscription, and Customer Support. You will be responsible for developing a comprehensive understanding of the LATAM customer journey, identifying opportunities to improve satisfaction and loyalty, and championing the voice of the customer throughout the organization.</p> <p>The ideal candidate combines strong analytical expertise, customer obsession, business acumen, and a deep understanding of the LATAM market. They are equally comfortable diving into data, presenting executive-level insights, and leading high-performing teams.</p> <h2><strong>What You'll Do</strong></h2> <h3><strong>Lead Customer Insights Strategy</strong></h3> <ul> <li>Own the CX Insights strategy for the LATAM region, ensuring alignment with Crunchyroll's global customer experience objectives.</li> <li>Build a holistic view of the customer journey by integrating feedback, behavioral, operational, and market data.</li> <li>Develop frameworks to measure customer sentiment, loyalty, satisfaction, effort, and retention drivers across the region.</li> <li>Identify emerging customer trends, pain points, and opportunities that influence strategic priorities.</li> </ul> <h3><strong>Drive Actionable Business Impact</strong></h3> <ul> <li>Translate complex data into compelling narratives and recommendations that influence decision-making across Product, Marketing, Content, Subscription, Commerce, and Customer Support teams.</li> <li>Establish scalable mechanisms for surfacing customer insights to stakeholders and leadership.</li> <li>Partner with regional and global teams to prioritize initiatives that improve customer satisfaction and business outcomes.</li> <li>Quantify the impact of customer experience improvements and track progress against key performance indicators.</li> </ul> <h3><strong>Lead Voice of the Customer Programs</strong></h3> <ul> <li>Own and evolve Voice of the Customer (VoC) programs across LATAM.</li> <li>Design and optimize customer listening strategies, including surveys, feedback programs, support interactions, social insights, and community feedback.</li> <li>Ensure customer feedback is systematically captured, analyzed, and integrated into business planning.</li> </ul> <h3><strong>Build World-Class Analytics & Reporting</strong></h3> <ul> <li>Develop executive-level dashboards, reporting frameworks, and performance reviews.</li> <li>Leverage advanced analytical techniques to identify drivers of customer behavior and sentiment.</li> <li>Partner closely with Analytics, Data Science, and Research teams to enhance measurement capabilities and predictive insights.</li> <li>Champion data quality, governance, and best practices for customer insights.</li> </ul> <h3><strong>Lead and Develop Talent</strong></h3> <ul> <li>Build, mentor, and inspire a high-performing team of insights professionals.</li> <li>Foster a culture of curiosity, accountability, innovation, and customer obsession.</li> <li>Establish clear goals, development plans, and career growth opportunities for team members.</li> </ul> <h2><strong>What You'll Bring</strong></h2> <h3><strong>Required Qualifications</strong></h3> <ul> <li>12+ years of experience in Customer Experience, Customer Insights, Consumer Research, Analytics, Business Intelligence, Strategy, or related fields.</li> <li>Including 3+ years of people leadership experience managing high-performing teams.</li> <li>Proven experience leading customer insights programs within a subscription, digital product, streaming, entertainment, technology, or consumer-focused business.</li> <li>AI and technology-forward mindset with experience evaluating and adopting innovative tools and methodologies to improve the speed, scale, and quality of customer insight generation.</li> <li>Strong analytical capabilities with experience working across large datasets and customer feedback ecosystems.</li> <li>Expertise in Voice of the Customer methodologies, customer satisfaction measurement, and customer journey analysis.</li> <li>Demonstrated ability to influence senior leaders and drive cross-functional alignment.</li> <li>Exceptional communication, storytelling, and executive presentation skills.</li> <li>Professional fluency in Spanish a