Head of Conversion & Customer Insights

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 Head of Conversion & Customer Insights who will be integral to driving high-level performance across Lovehoney Group. You will lead the unified CRO, UX, and Business Analytics function, translating customer understanding into measurable commercial outcomes across all brands and markets. This is a strategic role focused on optimising experimentation, conversion, and insight delivery across the business. What you will do Lead the unified CRO, UX, and Business Analytics function, setting strategy, priorities, and operating rhythm. Own the end-to-end experimentation programme, ensuring insights translate into revenue, margin, and improved customer journeys. Allocate UX design and CRO resources to the highest commercial-impact initiatives in partnership with Brand and Market leads. Lead, develop, and performance-manage discipline leads and their teams, raising capability and driving commercial impact. Partner with Digital Product, Market Leads, and other stakeholders to ensure insights and tests inform actionable decisions. Educate the organisation on experimentation methodology, statistical literacy, and evidence-based decision-making. What you should bring 8+ years of experience across CRO, analytics, UX or customer insight, with at least 3 years leading a function at Head/Director level. Proven ability to lead across multiple disciplines without needing to be a specialist in all. Strong command of experimentation methodology: significance, power, segmentation, and honest interpretation. Deep analytical grounding, with experience in funnel/cohort analysis, attribution, segmentation, and dashboards. Track record of building and leading high-performing teams, including hiring and developing specialists. Strong commercial instinct: turning insights into actionable recommendations that drive measurable results. Excellent executive communication and stakeholder management skills. Familiarity with Salesforce Commerce Cloud (SFCC), Magento, or enterprise testing/personalisation platforms (e.g., Monetate, Optimizely, VWO, Adobe Target, Dynamic Yield). 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 Talent Acquisition Interview Hiring Manager Interview Leadership Panel 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/