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Global Head of Customer Experience

2 months ago

London, Greater London, United Kingdom Dr. Martens Full time

About the Role

Dr. Martens is seeking a visionary and strategic leader to drive the development and implementation of our 360-degree view of the customer. This pivotal role will drive the integration of consumer data, oversee personalized customer journeys, and ensure the organization realizes significant commercial value from our customer-centric initiatives.

Key Responsibilities

  • Develop and implement a comprehensive customer segmentation strategy, globally and regionally.
  • Drive the development and implementation of personalized consumer journeys, working with regions to implement and regionalize where necessary.
  • Own the data models for each consumer journey, quantifying the benefits for each use case.
  • Ensure that existing defined use cases deliver substantial commercial value and identify phase 2 of use cases for US & EMEA.
  • Lead a cross-functional team with clear objectives and performance standards, focusing on consumer and commercial value.

Requirements

  • Proven experience in leading customer-centric initiatives and data-driven projects.
  • Strong understanding of large consumer data sets, segmentation, and personalization strategies.
  • Global experience is essential to this role, specifically US & EMEA regions.
  • 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.

What We Offer

  • Hybrid working arrangement (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