Senior CX Insights Manager, APAC
About the Role
Crunchyroll is seeking a Senior Manager, CX Insights (APAC) to lead our Customer Experience (CX) Insights function across APAC. 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 APAC 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 APAC 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 APAC 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 APAC.
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 English.
Preferred Qualifications
Experience working across multiple APAC 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.
Success in Your First Year
In your first year, you will:
Establish yourself as the leading voice of the APAC 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 of anime fans across Asia-Pacific.
Why you will love working at Crunchyroll
In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:
Best-in class medical, dental, and vision private insurance healthcare coverage
Access to counseling & mental health sessions 24/7 through our Employee Assistance Program (EAP)
Free premium access to Crunchyroll
Professional Development
Company's Paid Parental Leave
up to 26 weeks for birthing parents
up to 12 weeks for non-birthing parents
Hybrid Work Schedule
Paid Time Off
Flex Time Off
5 Yasumi Days
Half-Day Fridays during the summer
Winter Break
#LifeAtCrunchyroll ((select from the following job modalities for this role: #LI-Hybrid #LI-remote #LI-onsite))