SO, WHAT'S THE STORY? Dr Martens is seeking a visionary and strategic Head of Customer to lead the development and implementation of our 360-degree view of the customer. This pivotal role will drive the integration of consumer data, oversee personalised customer journeys, and ensure the organisation realises significant commercial value from our customer-centric initiatives. THE GIG As our Head of Customer, you will report into the Global Digital Director and will have a Data Scientist as a direct report. You will be instrumental in managing the DM's customer data platform (and how data is captured and utilised), whilst setting the Global strategy for personalisation, predictive modelling, and customer loyalty.
As our Head of Customer you will be responsible for:
- Driving the 360-Degree view of customer for our organisation, setting the strategic vision for a ‘Customer-Centric CofE' and delivering/consulting a comprehensive understanding of our customer segmentation (Globally and Regionally).
- Developing and owning the strategy for Global personalised consumer journeys working with regions to implement and regionalise where necessary.
- Ownership of data models - Creating and maintaining data models for each consumer journey, quantifying the benefits for each use case.
- Commercial Value Delivery: Ensure that existing defined use cases (e.g., New Customer Acquisition & Retention, Grow Existing Customers into VIPs, Win-back Churn & Prevention) deliver substantial commercial value and identifying phase 2 of use cases for US & EMEA
- Leading a cross-functional team with clear objectives and performance standards, focusing on consumer and commercial value.
THE STUFF THAT SETS YOU APART
Put simply, for this role the key things we're looking for are:
- Proven experience in leading customer-centric initiatives and data-driven projects.
- Strong understanding of large consumer data sets, segmentation, and personalisation strategies.
- Excellent leadership and team management skills with a focus on empathy and development.
- Exceptional communication and interpersonal skills, with the ability to influence cross-functional teams.
- Demonstrated ability to drive strategic initiatives and deliver commercial value.
- Passion for the Dr Martens brand and alignment with our values.
We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it. They never stand alone, but work together as a balancing act of rights and responsibilities to support how we work together at DMs.
BE YOURSELF. ACT COURAGEOUSLY. SHOW YOU CARE.
WHAT'S IN IT FOR YOU?
- Hybrid working (3 days in the office, 2 days WFH)
- Welcome to the family free pair of Docs
- 65% off all Docs
- Award-winning ‘Buy As You Earn' Dr. Martens share plan
- Private healthcare
- A dedicated culture team
- 2 paid volunteer days per year
Are you ready to fill your boots? Apply now.
At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to speak authentically to our consumers. We strive to develop a business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included whatever their role in the Dr. Martens community.