Canela Media is the fastest-growing diverse-owned media & entertainment company. This technology-focused & innovation-driven company is based in the United States and Latin America. Canela.TV is it's standalone AVOD platform, with various content verticals across Original Series & Movies, Music, Kids, Sports and News. The company was founded in 2019 and Canela.TV launched in 2020 reaching significant growth and innovation milestones in its first five years of being in business achieving industry-wide recognition.

Overview:

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.

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