Customer Experience Manager

About Lovehoney Group

Lovehoney Group is a global leader in sexual wellbeing, focused on improving pleasure through inventive technology, a data-led mindset, and fresh, creative thinking around intimacy. The company brings together well-known brands offering high-quality sex toys, lingerie, and accessories through a simple online shopping journey.

With more than 800 team members across 11 offices worldwide, Lovehoney Group values diverse perspectives and a willingness to challenge assumptions. The business is committed to creating a positive customer impact while doing things differently.

Role overview

The Customer Experience Manager will play a key role in raising customer experience standards across Lovehoney Group. Working closely with senior leaders in Operations, this person will focus on improving satisfaction, translating customer insight into action, and helping shape a stronger end-to-end customer journey in a fast-moving retail environment.

What you will do

• Champion the customer perspective and make sure feedback is captured, studied, and reflected in decisions across Operations, Marketing, Commercial, Technology, and Product teams.
• Review customer feedback, behaviour, and journey touchpoints to uncover opportunities for a better experience and to manage customer-related issues through to resolution.
• Set up, strengthen, and track the company’s customer satisfaction measurement framework using indicators such as NPS, rating platforms, CSAT, product reviews, complaints, and social media sentiment.
• Run training initiatives that help the wider organisation understand customer experience responsibilities and improve accountability for satisfaction outcomes.
• Partner with Customer Retention and Customer Analytics teams to ensure insights are applied broadly and used to deliver a consistently strong customer experience.
• Keep up to date with market trends, tools, and best practices to continuously improve the global customer experience strategy.

What you should bring

• At least 5 years of experience in customer experience, customer insights, or a comparable position, preferably within retail.
• Strong knowledge of customer satisfaction tools and platforms, including AI-enabled solutions, plus the ability to convert data into practical actions.
• Solid project management and problem-solving skills, with a track record of working across functions to deliver customer-focused outcomes.
• Excellent communication and relationship-building skills, with the ability to influence stakeholders and drive change.
• A strong analytical approach and the ability to turn findings into clear, useful strategies.

What the company offers

• A friendly workplace with drinks, snacks, approachable colleagues, and team-building activities.
• Access to discounts with retail, hotel, and service partners, plus 50% off Lovehoney products.
• A hybrid working setup with 3 office days per week and the option to work remotely for up to 4 weeks each year.
• 25 days of annual leave, plus one extra day for every year spent with the company.
• Tailored learning and development support, backed by biannual feedback discussions.
• Gym benefits and access to a mental wellbeing platform.
• A complimentary 1Password Family account, which can be shared with up to five family members.

Interview process

• Review of your CV
• Conversation with a Talent Acquisition team member
• Interview with the hiring manager
• Interview with the hiring team
• Leadership interview

Equal opportunity and accommodations

Lovehoney Group is an equal opportunities employer and considers qualified applicants fairly regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Candidates who need interview adjustments because of a disability are encouraged to let the Talent Acquisition specialist know so suitable support can be arranged.

AI in recruitment

The company uses artificial intelligence in parts of the screening process, including note-taking during interviews. Candidates may opt out of AI note-taking and still be considered fairly. AI may also support application review, resume analysis, and response assessment, but final hiring decisions are made by people.

Application and privacy

This role is based in Berlin and follows a hybrid model that combines in-office and remote work. To apply, candidates should use the company careers page. The company’s privacy policy is available on its website.