Director Customer Care at Lovehoney Group – Berlin, Vermont

Director Customer Care

Lovehoney Group is the worlds 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

• Lead Global Operations: Oversee customer care teams across Australia, Europe, and North America, ensuring seamless 24/7 operations and alignment across regions.
• Drive AI-Driven Automation: Implement AI tools (e.g., chatbots, NLP, and backend integrations) to automate customer interactions, complaints, and operational processes, improving efficiency and resolution times.
• 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.
• Collaborate Across Functions: Work with Tech, Product, Marketing, and Operations teams to integrate customer feedback into business improvements and ensure cross-functional alignment.
• 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

• Proven leadership experience in a global customer care role, preferably across multiple time zones and regions.
• 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).
• Strong analytical skills, with the ability to use data to drive decisions and measure success.
• Excellent communication and collaboration skills, with the ability to lead diverse, cross-functional teams.
• Customer-focused mindset with a passion for delivering exceptional experiences.

What we can offer you

• 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.

Our interview process

• CV review
• Interview with one of our Talent Acquisition Team Members
• Hiring Manager Interview
• Hiring Team Interviews

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 embrace innovative technologies to enhance our recruitment process. We leverage artificial intelligence during screening interviews for CV reviews and note-taking. We prioritize transparency and respect your preferences, so you'll have the option to opt out of recording and AI-driven note-taking while still receiving full and 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: https://jobs.eu.lever.co/lovehoneygroup
Our privacy policy is available here: https://www.lovehoneygroup.com/privacy-policy/