Jobs / Mexico / Crunchyroll LLC
Senior CX Insights Manager, LATAM
Crunchyroll LLC · 🌍 Mexico City, Mexico City, Mexico
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About the role
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 I