CX Insights Manager

About Crunchyroll

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.

Join our team, and help us shape the future of anime!

Crunchyroll is seeking a Senior Manager, CX Insights (LATAM) to lead our Customer Experience (CX) Insights function across Latin America. Reporting to the Director of CX Insights & Analytics, this leader will transform customer feedback, operational data, and market insights into actionable recommendations that improve the fan experience and influence business strategy.

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.

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.

What You'll Do

Lead Customer Insights Strategy

• Own the CX Insights strategy for the LATAM region, ensuring alignment with Crunchyroll's global customer experience objectives.
• Build a holistic view of the customer journey by integrating feedback, behavioral, operational, and market data.
• Develop frameworks to measure customer sentiment, loyalty, satisfaction, effort, and retention drivers across the region.
• Identify emerging customer trends, pain points, and opportunities that influence strategic priorities.

Drive Actionable Business Impact

• Translate complex data into compelling narratives and recommendations that influence decision-making across Product, Marketing, Content, Subscription, Commerce, and Customer Support teams.
• Establish scalable mechanisms for surfacing customer insights to stakeholders and leadership.
• Partner with regional and global teams to prioritize initiatives that improve customer satisfaction and business outcomes.
• Quantify the impact of customer experience improvements and track progress against key performance indicators.

Lead Voice of the Customer Programs

• Own and evolve Voice of the Customer (VoC) programs across LATAM.
• Design and optimize customer listening strategies, including surveys, feedback programs, support interactions, social insights, and community feedback.
• Ensure customer feedback is systematically captured, analyzed, and integrated into business planning.

Build World-Class Analytics & Reporting

• Develop executive-level dashboards, reporting frameworks, and performance reviews.
• Leverage advanced analytical techniques to identify drivers of customer behavior and sentiment.
• Partner closely with Analytics, Data Science, and Research teams to enhance measurement capabilities and predictive insights.
• Champion data quality, governance, and best practices for customer insights.

Lead and Develop Talent

• Build, mentor, and inspire a high-performing team of insights professionals.
• Foster a culture of curiosity, accountability, innovation, and customer obsession.
• Establish clear goals, development plans, and career growth opportunities for team members.

What You'll Bring

Required Qualifications

• 12+ years of experience in Customer Experience, Customer Insights, Consumer Research, Analytics, Business Intelligence, Strategy, or related fields.
• Including 3+ years of people leadership experience managing high-performing teams.
• Proven experience leading customer insights programs within a subscription, digital product, streaming, entertainment, technology, or consumer-focused business.
• 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.
• Strong analytical capabilities with experience working across large datasets and customer feedback ecosystems.
• Expertise in Voice of the Customer methodologies, customer satisfaction measurement, and customer journey analysis.
• Demonstrated ability to influence senior leaders and drive cross-functional alignment.
• Exceptional communication, storytelling, and executive presentation skills.
• Professional fluency in Spanish and English.

Preferred Qualifications

• Experience working across multiple Latin American markets.
• Familiarity with streaming, media, entertainment, gaming, or fan-driven consumer businesses.
• Experience with customer feedback platforms, survey tools, CRM systems, and modern BI solutions.
• Knowledge of advanced analytics, predictive modeling, experimentation, or customer segmentation methodologies.
• Portuguese proficiency is a plus.

Success in Your First Year

In your first year, you will:

• Establish yourself as the leading voice of the LATAM customer within Crunchyroll.
• Build trusted partnerships with regional and global stakeholders.
• Elevate the maturity of our Voice of the Customer and CX measurement programs.
• Deliver insights that directly influence customer experience improvements and business performance.
• Develop a scalable framework for understanding and communicating the evolving needs

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate, and inspired colleagues, you will also enjoy the great benefits and perks:

About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

• Courage. We believe that when we overcome fear, we enable our best selves.

• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Kaizen. We have a growth mindset committed to constant forward progress.

• Service. We serve our community with humility, enabling joy and belonging for others.

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

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

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

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