Job Description
Global Voice of the Customer Manager
at Crunchyroll, LLC
Remote
About Crunchyroll
WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.
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
As Global Voice of the Customer Manager, you will build a Voice of the Customer program that champions the customer’s perspective across all regions and all lines business.
You will lead a team of VOC specialists collecting and analyzing customer feedback and will work with cross-functional teams to ensure that customer feedback is integrated into decision-making processes.
As the Global VOC Manager you will report to the Senior Manager, Analytics & VOC.
Responsibilities:
- Program Development:
- Construct and advance a global VOC program that enhances Crunchyroll’s business across diverse regions.
- Develop strategies for gathering insights from varied sources, including customer service, social media, and anime community channels.
- Analysis and Communication:
- Analyze customer feedback to discern trends, patterns, and insights, communicate these findings to all team levels.
- Collaborate with Product and Engineering teams to integrate valuable customer feedback into content, marketing, and product development decisions.
- Customer Journey Mapping:
- Lead programs to map customer journeys, identifying pain points, bottlenecks, and areas for enhancement.
- Create regular reports for senior leadership, spotlighting important VOC discoveries.
- Advocacy and Education:
- Advocate for a customer-centric culture, educating team members on the significance of VOC, metrics, drivers, and overall customer experience.
- Participate in promoting the use of Voice of the Customer and insight management tools and trends.
A day in the life of our Global Voice of the Customer Manager:
- Build a global Voice of the Customer program that adds value to all regions and all lines of Crunchyroll’s business.
- Develop and oversee strategies to collect insights from a diverse range of sources including customer service, social media, and other anime community channels.
- Analyze feedback to identify trends, patterns, and insights. Communicate these in a way that engages all levels of team member.
- Collaborate with Product and Engineering teams to integrate meaningful customer feedback. The output of VOC should help inform future content, marketing & product development decisions.
- Lead efforts to map customer journeys and identify pain points, bottlenecks, and areas for improvement.
- Create regular reports to senior leadership highlighting findings.
- Educate others on the importance of VOC, metrics, drivers, and customer experience and generally advocate for a customer-centric culture across the organization.
- Monitor Voice of the Customer and insight management tools and trends and make recommendations for their adoption.
About You:
- 8+ years of experience in the customer analytics and Voice of the Customer space.
- Experience leading and scaling a VOC program.
- Experience working with internal and external customer insight sources, social media and community platforms such as Reddit and Discord.
- Experience working globally with regional team members in EMEA, LATAM and APAC.
- Experience using data to tell the story and an ability to create engaging narratives and convert partners (Product, Engineering, Marketing) into customer advocates.
