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 9 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 Director Customer Care who will be integral to driving high-level performance across Lovehoney Group. Partnering directly with the Chief Supply Chain Officer, your focus will be on solving customer issues. You will develop skills crucial to advancing in a competitive, fast-paced retail sector, all within a company that prizes dedication and results.
What you will do
1. Lead Global Operations: Oversee customer care teams across Australia, Europe, and North America, ensuring seamless 24/7 operations and alignment across regions.
2. Drive AI-Driven Automation: Implement AI tools (, chatbots, NLP, and backend integrations) to automate customer interactions, complaints, and operational processes, improving efficiency and resolution times.
3. Enhance Customer Experience: Develop strategies to achieve high customer satisfaction (CSAT, NPS, CES), leveraging data and AI insights to improve the end-to-end customer journey.
4. Collaborate Across Functions: Work with Tech, Product, Marketing, and Operations teams to integrate customer feedback into business improvements and ensure cross-functional alignment.
5. Measure Performance and Solve Root Issues: Define and track KPIs, analyse trends, and identify root causes of recurring customer issues to implement long-term solutions and drive continuous improvement.
What you should bring
6. Proven leadership experience in a global customer care role, preferably across multiple time zones and regions.
7. Expertise in Zendesk, Salesforce as well as AI tools and automation solutions, with hands-on experience implementing customer contact automation (chatbots, self-service portals, backend process integration).
8. Strong analytical skills, with the ability to use data to drive decisions and measure success.
9. Excellent communication and collaboration skills, with the ability to lead diverse, cross-functional teams.
10. Customer-focused mindset with a passion for delivering exceptional experiences.
What we can offer you
11. A competitive salary that values your skills and expertise, because we know you deserve it.
12. Secure your financial future with a comprehensive pension scheme, so you can enjoy peace of mind knowing you are taken care of.
13. 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.
14. Treat yourself and your loved ones with our generous staff discounts and be rewarded for your hard work with our fantastic annual bonus scheme.
15. Work with a company that cares about your well-being and success and join our supportive and dynamic team.
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 leverage artificial intelligence as part of our screening interview process, for note-taking and CV screening purposes. Rest assured, we prioritise transparency and respect candidates' preferences. You'll have the option to opt out while still receiving 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: Our privacy policy is available here: