Senior CX Insights Manager, APAC

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! 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