Senior CX Insights Manager, LATAM
Core
Lead Customer Experience (CX) Insights strategy for Crunchyroll's Latin America region, transforming customer feedback and market data into actionable recommendations to improve fan experience and influence business strategy.
Role type
Senior Manager, CX Insights (LATAM)
Builds
Customer experience measurement frameworks, Voice of the Customer (VoC) programs, executive dashboards, and scalable insight generation mechanisms for the LATAM market.
Domain
Streaming entertainment, anime/manga, consumer digital products, Latin American markets
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Customer experience strategy, Voice of the Customer methodologies, customer journey analysis, advanced analytics, data storytelling, executive presentation, team leadership, cross-functional alignment, subscription business acumen
Preferred skills
Multi-market LATAM experience, streaming/media/entertainment/gaming industry knowledge, customer feedback platform expertise, predictive modeling, customer segmentation, Portuguese proficiency
Technologies
Customer feedback platforms, survey tools, CRM systems, modern BI solutions
Responsibilities
Own CX Insights strategy for LATAM, build holistic customer journey views, design and optimize VoC programs, develop executive dashboards and reporting frameworks, lead and mentor a high-performing insights team, quantify impact of CX improvements
Seniority
Senior, hands-on IC with people leadership
