Head of Conversion & Customer Insights

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 Head of Conversion & Customer Insights who will be integral to driving high-level performance across Lovehoney Group. You will lead the unified CRO, UX, and Business Analytics function, translating customer understanding into measurable commercial outcomes across all brands and markets. This is a strategic role focused on optimising experimentation, conversion, and insight delivery across the business.

Lead the unified CRO, UX, and Business Analytics function, setting strategy, priorities, and operating rhythm.

Own the end-to-end experimentation programme, ensuring insights translate into revenue, margin, and improved customer journeys.

Allocate UX design and CRO resources to the highest commercial-impact initiatives in partnership with Brand and Market leads.

Lead, develop, and performance-manage discipline leads and their teams, raising capability and driving commercial impact.

Partner with Digital Product, Market Leads, and other stakeholders to ensure insights and tests inform actionable decisions.

Educate the organisation on experimentation methodology, statistical literacy, and evidence-based decision-making.

8+ years of experience across CRO, analytics, UX or customer insight, with at least 3 years leading a function at Head/Director level.

Proven ability to lead across multiple disciplines without needing to be a specialist in all.

Strong command of experimentation methodology: significance, power, segmentation, and honest interpretation.

Deep analytical grounding, with experience in funnel/cohort analysis, attribution, segmentation, and dashboards.

Track record of building and leading high-performing teams, including hiring and developing specialists.

Strong commercial instinct: turning insights into actionable recommendations that drive measurable results.

Excellent executive communication and stakeholder management skills.

Familiarity with Salesforce Commerce Cloud (SFCC), Magento, or enterprise testing/personalisation platforms (e.g., Monetate, Optimizely, VWO, Adobe Target, Dynamic Yield).

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