RECENT OPEN POSITIONS 

Director, Canela Rewards & Customer Care

We are seeking an experienced and visionary Director of Canela Rewards & Customer Care to lead the development and deployment of our Canela Rewards Program. In this role, you will oversee the development and execution of our first-to-market rewards program in collaboration with multiple stakeholders across the company such as B2C Marketing, Brand Partnerships, Creative Studios and Product. You will play a crucial role in enhancing user engagement and retention, driving loyalty, new opportunities for brand partnerships, and ensure that our viewers receive outstanding service while supporting our growth in a competitive OTT landscape.
Location: MX

This role follows a Hybrid work schedule and requires two (2) days in the office each week, and whenever business needs require.

Responsibilities

  • Manage the development of the Canela Rewards Program in collaboration with key stakeholders reporting to the CMO through a go-to-market strategy that aligns with company goals,enhance the overall user experience and creates new brand partnership opportunities.
  • Lead the creation of innovative and breakthrough reward programs and incentives to engage our users and generate brand partnerships for our advertisers.
  • Establish and monitor key performance indicators (KPIs) to measure the effectiveness and identify areas for improvement.
  • Ensure seamless execution and performance of the Canela Rewards Program.
  • Oversee the resolution of complex and escalated user issues and experience, ensuring timely and satisfactory resolution.
  • Implement and optimize customer service tools, technologies, and processes to improve efficiency and service quality.
  • Analyze customer feedback and experience metrics to drive continuous improvement and innovation.
  • Stay informed about industry trends and best practices to keep our rewards program and customer care operations at the forefront of the industry.
  • Lead and the Canela Rewards and Customer Care team, including hiring, training, and performance management.
  • Work across the company on initiatives that impact all customer touchpoints including Direct to Consumer applications, and Brand Partnerships.

Qualifications:

  • Bachelor’s degree in Computer Science, Management Information Systems, Business Administration, Management, or a related field; MBA or equivalent advanced degree preferred.
  • Fluent in Spanish and English is required.
  • Proven experience (7+ years) in a senior customer service or customer care leadership role, preferably within the OTT streaming or media industry.
  • Strong understanding of customer service principles, practices, and technologies specific to the OTT sector.
  • Prior leadership experience in a media company
  • Prior experience supporting Rewards and/or customer retention programs is highly desired
  • Exceptional leadership and team management skills, with a track record of building and motivating high-performing teams.
  • Excellent communication, problem-solving, and analytical skills.
  • Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
  • Experience with CRM systems, customer support platforms, and data analysis tools.
  • Knowledge of OTT streaming technologies and trends is highly desirable.
  • Strong knowledge of Project Management methodologies; Agile Scrum is preferred
  • Nice to Have:
  • Strong knowledge of Jira
  • Technical skills: HTML, JavaScript, Postman, SQL
  • Experience with cloud infrastructure: AWS, GCP

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