Customer Lifecycle & Growth Manager

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 11 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 Customer Value & Growth Manager, New Initiatives who will be integral to driving high-level performance across Lovehoney Group. Partnering closely with CRM, Trading, Brand, Supply Chain, Data, Legal, Compliance and regional teams, your focus will be on taking new customer value initiatives from idea to live, with an initial focus on SMS, parcel inserts and mainstream lead generation. In this role, you will combine your commercial judgement and analytical thinking with a hands-on approach to building, testing and scaling new initiatives. 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

• Own the US Email and SMS programme end to end, including strategy, cadence, campaign calendar, execution, database growth, deliverability and channel performance.
• Build and ship campaigns and automated lifecycle journeys in an enterprise ESP, including templates, HTML/Liquid, dynamic content, QA and send governance.
• Shape messaging, offers and content through testing, while building acquisition mechanics such as QR codes, landing pages and promo codes to grow the consented customer database.
• Develop increasingly personalised CRM experiences using LLM and agentic tooling, connecting customer data and the ESP to select relevant messages, offers and timing with appropriate guardrails.
• Own measurement and optimisation through SQL/BigQuery, holdouts, incrementality, channel P&L and lifetime value, while ensuring compliance with relevant US Email and SMS regulations.

What you should bring

• 3-5 years’ experience in CRM, lifecycle or growth marketing, with a track record of personally building and shipping programmes rather than managing an agency or process.
• Proven experience standing up SMS as a marketing channel and building lifecycle automation end to end in an enterprise ESP such as Iterable, Braze or Salesforce Marketing Cloud.
• Production experience with CRM agents or LLM-driven automation, including prompts, tooling and customer data connected to personalisation at an individual level.
• Strong analytical and technical skills, including SQL/BigQuery, financial modelling, holdout and incrementality testing, and hands-on experience with APIs, no-code/low-code tools, HTML/Liquid or light scripting.
• Strong commercial and creative judgement, with excellent campaign and content instincts, database and deliverability knowledge, and the ability to work confidently with US stakeholders and compliance requirements.

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.
• Stay secure at work and at home with a complimentary 1Password Family account. All Lovehoney Group employees can invite up to five family members to join, offering your household a safe and simple way to manage passwords and sensitive information safely and easily.

Our interview process

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