ABOUT THE ROLE & TEAM:
TelevisaUnivision is the world’s leading Spanish-language media company, reaching millions of viewers across digital, streaming, social, audio, linear, and live events. Building on the success of our ViX streaming platform, we continue to invest in premium content, innovative experiences, and best-in-class talent. We are seeking a VP, Marketing – Customer Lifecycle, to lead our customer relationship management and care strategies for ViX. This leader will drive subscriber engagement, retention, and loyalty through data-driven CRM initiatives, seamless customer experiences, and operational excellence in customer care.
ABOUT YOU:
You are a strategic and hands-on marketing leader who excels at turning customer insights
into meaningful actions. You combine data-driven decision-making with a passion for
delivering superior customer experiences. You know how to build systems, processes, and
teams that foster long-term customer loyalty and satisfaction.
KEY RESPONSIBILITIES:
• Lead the end-to-end CRM and customer engagement strategy for ViX, driving retention, win-back, and loyalty initiatives.
• Oversee the Customer Care function, ensuring exceptional service quality and leveraging insights from support interactions to improve customer experience.
• Develop and execute CRM programs that leverage segmentation, personalization, and automation to optimize communication across channels (email, mobile, social, and in-app).
• Partner with Product, Engineering, Data & Analytics, and Programming teams to align lifecycle campaigns and engagement strategies with business goals.
• Implement A/B testing and experimentation frameworks to continuously optimize campaign performance and engagement outcomes.
• Collaborate with the Data & Analytics team to translate customer behavior insights into actionable marketing strategies.
• Define and evolve the CRM technology roadmap in partnership with technical teams, enhancing automation, personalization, and customer data integration.
• Drive customer-centric process improvements, leveraging technology and
automation within Customer Care to boost efficiency, reduce churn, and enhance satisfaction.
• Monitor key performance indicators (churn, LTV, satisfaction, and engagement) and report on progress to senior leadership.
• Build, mentor, and develop a high-performing team that embraces analytical rigor, collaboration, and innovation.
QUALIFICATIONS
• Proven success leading CRM, customer engagement, or lifecycle marketing
functions, ideally within streaming, digital media, or subscription-based industries.
• Strong command of customer analytics, churn modeling, and retention metrics.
• Expertise in CRM technologies, segmentation, automation, and customer journey mapping.
• Experience with platforms such as Braze, Google Cloud, Kochava, and other
marketing technology tools.
• Strong business acumen with the ability to translate insights into actionable strategies that improve retention and customer satisfaction.
• Exceptional leadership and communication skills with experience managing crossfunctional teams.
• Deep understanding of the Hispanic audience and digital media landscape.
• Bachelor’s degree required; MBA or advanced degree preferred.
EXPERIENCE REQUIREMENTS (PREFERRED)
• 10+ years of progressive experience in marketing, CRM, or customer engagement roles, including at least 3–5 years in a senior leadership position (Director, VP, or equivalent).
• 5+ years leading CRM or customer care operations in streaming, digital media, or other subscription-based businesses.
• Demonstrated experience using analytics and testing to enhance customer
retention and lifetime value.
• Proven ability to manage and grow high-performing teams in a fast-paced, matrixed environment.
ELIGIBILITY REQUIREMENTS
• Must be willing to work from Miami, FL or Los Angeles, CA (or designated hub location).
• Employment/education verification required.
• Must have authorization to work in the United States on a full-time basis.
The annual base salary range for this position is $198,000 to $315,000.
For a Los Angeles based position, and for candidates residing in those jurisdictions, the base salary range is
$205,000 to $315,000, in accordance with local pay transparency laws. Actual compensation will be based on a variety of factors, including geographic location, skills, experience, and internal equity.
TelevisaUnivision is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics protected by law.