Senior CX Insights Manager, LATAM

About the role

Crunchyroll is seeking a Senior Manager, CX Insights (LATAM) to lead its Customer Experience Insights function across Latin America. Reporting to the Director of CX Insights & Analytics, the role turns customer feedback, operational data and market insights into recommendations that improve the fan experience and influence business strategy. It sits at the intersection of Customer Experience, Analytics, Product, Content, Marketing, Subscription and Customer Support.

Key responsibilities

• Own the CX Insights strategy for LATAM, building a holistic view of the customer journey from feedback, behavioural, operational and market data, and measuring sentiment, loyalty, satisfaction, effort and retention drivers.
• Turn complex data into narratives and recommendations for Product, Marketing, Content, Subscription, Commerce and Customer Support, and quantify the impact of CX improvements against KPIs.
• Own and evolve Voice of the Customer programs, designing listening strategies including surveys, feedback programs, support interactions, social insights and community feedback.
• Build executive dashboards and reporting frameworks, partner with Analytics, Data Science and Research teams, and champion data quality and governance.
• Build, mentor and develop a team of insights professionals, setting clear goals and career growth paths.

Required profile

• 12+ years in Customer Experience, Customer Insights, Consumer Research, Analytics, Business Intelligence, Strategy or related fields, including 3+ years leading high-performing teams.
• Proven experience leading customer insights programs in a subscription, digital product, streaming, entertainment, technology or consumer business.
• Ability to influence senior leaders and drive cross-functional alignment.
• Professional fluency in Spanish and English; Portuguese is a plus.

Required skills

• Voice of the Customer methodologies, customer satisfaction measurement and customer journey analysis.
• Strong analytical skills with large datasets and customer feedback ecosystems.
• Preferred: experience across multiple Latin American markets, familiarity with streaming/media/entertainment/gaming businesses, and knowledge of feedback platforms, survey tools, CRM and BI solutions.