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

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

A welcoming workplace full of drinks, snacks, friendly faces and fun team-building events.
Access to unique discounts at high street retailers, hotels, and service providers, in addition to a 50% discount on all Lovehoney products to explore and discover new ways to have fun.
Enjoy a hybrid work model that fosters flexibility and work-life balance, with three days per week in-office and the opportunity to work remotely for up to 4 weeks per year, alongside 25 days’ holiday, plus an additional day for each year you are with Lovehoney, providing ample time for relaxation, rejuvenation, and exploration.
Access to customized training opportunities to support your unique learning journey, complemented by biannual feedback cycles, offering valuable insights into your performance and growth areas, enhancing your development within the company.
Recognising the significance of physical and mental health, we proudly provide gym benefits in addition to a mental wellbeing platform, to ensure our employees thrive both professionally and personally.
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.

Customer Experience Manager

Key skills