Customer Experience Manager

About the role

Lovehoney Group is seeking a Customer Experience Manager to champion the voice of the customer across the organisation. You will work closely with senior leadership and cross‑functional teams to improve satisfaction, drive loyalty, and shape a data‑driven CX strategy for a fast‑moving retail business.

Key responsibilities

• Act as the primary advocate for customer feedback, gathering and analysing insights to inform Operations, Marketing, Commercial, Technology and Product strategies.
• Analyse customer behaviour and touchpoints to identify improvement opportunities and oversee resolution of customer issues.
• Introduce, consolidate and monitor satisfaction measurement systems (NPS, CSAT, rating portals, product reviews, social media sentiment, etc.).
• Lead training programmes on customer feedback to build organisational awareness and accountability.
• Collaborate with Customer Retention and Analytics teams to ensure insights are adopted and drive end‑to‑end satisfaction.
• Stay updated on industry trends, tools and best practices to continuously evolve the global CX strategy.

Required profile

• 5+ years of experience in customer experience, insights or a similar role, preferably in retail.
• Proven ability to translate data into actionable strategies and influence stakeholders.
• Strong project‑management and problem‑solving capabilities.
• Excellent communication and interpersonal skills.

Required skills

• Experience with customer satisfaction measurement tools and platforms (e.g., NPS, CSAT systems).
• Analytical mindset with ability to work with data and AI‑enhanced insights.