Customer Care Manager

About Lovehoney Group

Lovehoney Group is a global leader in sexual wellbeing, focused on enhancing pleasure through inventive technology, thoughtful use of data, and creative ideas around intimacy. The company offers a range of well-known brands that feature premium sex toys, lingerie, and accessories, delivered through a smooth online shopping experience.

With more than 800 team members working across 11 offices worldwide, Lovehoney Group brings together a broad mix of skills and perspectives. The culture is built around challenging conventions, approaching work differently, and making a meaningful difference to customers’ lives.

The role is based in a hybrid setup, with a blend of office and remote work and 3 days per week in office.

Role Summary

The Customer Care Manager will play a key role in improving overall performance across customer care. This position is responsible for managing day-to-day service operations, maintaining a high level of customer support, and continuously improving customer experience, team effectiveness, and operational processes. The role requires a mix of leadership, analytical thinking, and close coordination with other teams to support business objectives and deliver dependable service standards.

Key Responsibilities

• Guide, coach, and develop a strong customer care team by giving regular feedback, managing performance, and encouraging a positive, accountable, and growth-oriented work culture.
• Take charge of daily customer support operations across all channels, ensuring work is allocated fairly, resources are planned well, and coverage is maintained to meet service expectations.
• Monitor live performance and make quick adjustments to priorities when needed to protect service quality and productivity.
• Track important metrics such as service levels, customer satisfaction, resolution performance, productivity, quality, and attendance, then share reports with clear insights and practical recommendations.
• Handle escalated and complex customer issues with speed and care, using root-cause analysis and cross-team collaboration to fix problems and reduce repeat issues.
• Maintain quality and compliance standards through structured coaching, feedback processes, and alignment with internal rules and any applicable regulatory requirements.
• Work closely with product quality, marketing, operations, and technical teams to keep information accurate, support wider initiatives, and align customer care with business priorities.
• Spot opportunities to improve processes, enhance systems, and streamline workflows to increase efficiency, scalability, team output, and customer experience.
• Support training, onboarding, and ongoing development so the team has the knowledge, tools, and confidence needed to perform well.

Candidate Profile

• Proven leadership and team management ability, with the confidence to motivate and develop people.
• Strong communication skills and the ability to manage stakeholders effectively.
• A data-focused approach, with hands-on experience in performance analysis and reporting.
• Sound judgment, structured problem-solving, and strong decision-making skills.
• Background in customer service operations and achieving performance targets.
• Comfort working with multiple priorities in a fast-moving environment.

Compensation and Benefits

The salary range for this position is $48,000 to $56,000 per year.

• Friendly, collaborative working environment with team activities and a supportive culture.
• Comprehensive wellbeing coverage, including medical, dental, HSA, and life insurance.
• Access to employee perks such as discounts with retailers, hotels, and service providers, a 50% discount on Lovehoney products, and an annual bonus plan.
• Paid time off, sick leave, and floating holidays to support rest and work-life balance.
• Customized learning and development opportunities, along with biannual feedback cycles to support career growth.
• Complimentary 1Password Family access, with the option to invite up to five family members for secure password and sensitive information management.

Interview Process

• Review of the CV
• Conversation with a Talent Acquisition team member
• Hiring Manager interview
• Hiring team interview

Equal Opportunity, Accessibility, and Hiring Technology

Lovehoney Group is an equal opportunity employer and assesses all qualified candidates based on skills and merit, without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Candidates who need interview accommodations because of a disability are encouraged to let the Talent Acquisition Specialist know so appropriate support can be arranged.

The company uses artificial intelligence tools in parts of the hiring process, including CV review, screening interviews, note-taking, and checking for potential inconsistencies in application materials. These tools support the recruitment team, but final hiring decisions are made by people. Applicants may opt out of recording and AI-assisted note-taking while still being considered fairly.

Additional Information

Applicants should note that the company may also use AI tools to help review applications, examine resumes, and assess responses as part of the hiring process. More information about data handling can be requested directly from the company.