Customer Care Manager

Lovehoney Group is the world’s leading sexual wellbeing company, with the mission to elevate pleasure through innovative technologies, a data-driven approach, and foster creative and fresh perspectives on intimacy. We offer exciting brands with innovative, high-quality sex toys, lingerie, and accessories in a streamlined online shopping experience. At Lovehoney, we employ over 800 passionate and progressive individuals across 11 global offices, each person contributing a unique blend of talents to our diverse workforce. We are proud to be a company that thrives by doing things differently, challenging expectations and stereotypes while making a positive impact on our customers’ lives. Join us at Lovehoney, where pleasure combines with creativity, data, and innovation! We are currently looking for a Customer Care Manager who will be integral to driving high-level performance across Lovehoney Group. The Customer Care Manager is responsible for leading day-to-day customer care operations, ensuring high quality service delivery, and driving continuous improvement across customer experience, team performance, and operational efficiency. This role combines leadership, data driven decision making, and cross functional collaboration to support business goals and deliver a consistent, high standard of service. What you will do Lead and develop a high performing customer care team through coaching, performance management, and regular feedback. Create a positive and accountable team environment that promotes engagement, professionalism, and continuous learning. Oversee daily operations across all customer channels, ensuring fair workload distribution, effective resource planning, and full coverage to meet service level expectations. Monitor real time performance and adjust priorities as needed. Own and track key performance indicators including service levels, customer satisfaction, resolution rates, productivity, quality, and attendance. Provide regular reporting with clear insights and actionable recommendations. Manage customer escalations and complex cases with a focus on timely resolution, root cause analysis, and improving overall customer experience. Work closely with internal teams to resolve issues and prevent recurrence. Drive quality and compliance standards through structured coaching, feedback loops, and alignment with internal policies and regulatory requirements. Ensure consistency in customer communication and service delivery. Collaborate cross functionally with product quality, marketing, operations, and technical teams to ensure accurate information flow, support business initiatives, and align customer care with wider organizational priorities. Identify opportunities for process improvement, system enhancements, and workflow optimization to increase efficiency and scalability. Lead implementation of improvements to enhance both team productivity and customer experience. Support training, onboarding, and ongoing development programs to ensure the team is equipped with the knowledge, tools, and skills required to succeed. What you should bring Strong leadership and people management skills with the ability to motivate and develop teams. Excellent communication and stakeholder management skills. Data driven mindset with experience in performance analysis and reporting. Strong problem solving and decision-making capabilities. Experience managing customer service operations and delivering performance metrics. Ability to manage multiple priorities in a fast-paced environment. What we can offer you Enjoy a welcoming and collaborative workplace, complete with team events and a friendly environment. We prioritise your wellbeing with comprehensive healthcare coverage, including medical, dental, HSA, and life insurance. Access a wide range of perks, including exclusive discounts at retailers, hotels, and service providers, a 50% discount on all Lovehoney products to explore new ways to have fun, and participation in an annual bonus plan. Benefit from paid time off, sick leave, and floating holidays each year to recharge and maintain work-life balance. Grow your career through customised training opportunities and biannual feedback cycles. Stay secure at work and at home with a complimentary 1Password Family account. All Lovehoney Group employees can invite up to five family members to join, offering your household a safe and simple way to manage passwords and sensitive information safely and easily. Our interview process CV review Interview with one of our Talent Acquisition Team Members Hiring Manager Interview Hiring Team Interview Lovehoney Group is an equal opportunities employer. We promise that every qualified person will be evaluated according to skills regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. If you require accommodations during the interview process due to a disability, please inform your Talent Acquisition Specialist so that we can ensure a smooth and inclusive experience for all candidates. At Lovehoney Group, we embrace innovative technologies to enhance our recruitment process. We leverage artificial intelligence during screening interviews for CV reviews and note-taking. We prioritize transparency and respect your preferences, so you'll have the option to opt out of recording and AI-driven note-taking while still receiving full and fair consideration for the role. We currently have a hybrid work model supporting a blend of in-office and remote work (3 days per week in-office). If we sparked your interest and you are open to embarking on your professional path with us, please visit our Lovehoney careers page to apply: https://jobs.eu.lever.co/lovehoneygroup Our privacy policy is available here: https://www.lovehoneygroup.com/privacy-policy/