Customer Experience 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 Experience Manager who will be integral to driving high-level performance across Lovehoney Group. Partnering directly with the senior leadership team in Operations, your focus will be on improving customer experience and satisfaction. In this role, you will combine your appreciation for the customers with your capacity for creative solutions. You will develop skills crucial to advancing in a competitive, fast-paced retail sector, all within a company that prizes dedication and results. What you will do Act as the primary advocate for the voice of the customer, ensuring customer feedback is gathered, analysed, and integrated into organisational strategies of Operations, Marketing, Commercial, Technology and Product teams. Analyse customer feedback, behaviour, and touchpoints to identify opportunities to enhance the customer experience as well as oversee the resolution of customer-related issues. Introduce, consolidate and monitor the company’s customer satisfaction measurement system with metrics like NPS, Rating portals, CSAT, Product Reviews, Customer complaints, Social Media sentiments etc. Lead customer feedback training programs to build organizational awareness and accountability for customer satisfaction. Work closely with the Customer Retention and Customer Analytics teams to ensure insights are widely adopted and leveraged to create a top-notch customer experience, driving customer satisfaction end-to-end.Stay informed on industry trends, tools, and best practices to continuously evolve the global customer experience strategy of the Lovehoney Group. What you should bring 5+ years of experience in customer experience, customer insights, or a similar role, ideally in the retail sector. Expertise in managing customer satisfaction tools and platforms, particularly with AI, and an analytical mindset with the ability to translate data into actionable strategies. Strong project management and problem-solving skills with a proven ability to collaborate across departments to achieve customer-focused outcomes. Exceptional communication and interpersonal skills to influence stakeholders and drive initiatives. Analytical mindset with the ability to translate data into actionable strategies. What we can offer you A competitive salary that values your skills and expertise, because we know you deserve it. Secure your financial future with a comprehensive pension scheme, so you can enjoy peace of mind knowing you are taken care of. Keep your mind and body in top shape with a health cash plan and gym discounts, with £15 a month towards the gym of your choice. Treat yourself and your loved ones with our generous staff discounts and be rewarded for your hard work with our fantastic annual bonus scheme. Work with a company that cares about your well-being and success and join our supportive and dynamic team. 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 Leadership 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 leverage artificial intelligence as part of our screening interview process, for note-taking purposes. Rest assured, we prioritize transparency and respect candidates' preferences. You'll have the option to opt out while still receiving 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/