Description
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 Agentic CRM Manager who will be integral to driving high-level performance across Lovehoney Group. Partnering closely with the Segmentation and CRM teams, your focus will be on technically building and activating automated, AI-driven, personalised journeys. In this role, you will combine technical expertise with commercial awareness to deliver campaigns measured on customer value and revenue rather than volume. What you will do Own the activation and rollout of AI-driven ESP capabilities across regions, including predictive goals, brand affinity, send-time and frequency optimisation, and AI decisioning. Build and manage automated, personalised customer journeys, converting recurring batch-and-blast communications into always-on automations. Implement customer decisioning across Broadcast, Legitimate Interest and Automation programmes, serving targeted products to ready buyers, engaging others with relevant content, and suppressing unsubscribe-prone audiences. Turn segmentation, affinity and propensity models into live campaigns through dynamic content, computed traits and catalogue-driven recommendations, while optimising communication cadence for each customer. Support the integration of SMS into the CRM ecosystem, while improving build quality, reducing reliance on external technical support, and contributing to documentation and trusted reporting. What you should bring 3-5 years of experience in CRM, email marketing, analytics, marketing, or a related field, with a strong desire to build expertise in customer segmentation and lifecycle marketing. Hands-on experience with a modern CRM or marketing automation platform (e.g. Iterable, Braze, Salesforce Marketing Cloud), including journey orchestration, dynamic content and personalisation. A genuine curiosity about AI and its potential to drive growth, with hands-on experience using AI-powered marketing capabilities and the ambition to push CRM performance further. Strong data skills, including SQL or BigQuery, segmentation, computed traits, and translating affinity or propensity models into live targeting and campaigns. Working knowledge of templating and personalisation technologies (e.g. Liquid, HTML), with API experience a plus, and a solid understanding of experimentation and measuring success through revenue and customer value. A test-and-learn mindset, strong attention to detail, excellent collaboration and communication skills, and ideally experience in ecommerce or retention CRM. 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 jo