Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bring their true selves to work, and where anyone can grow their career.

We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embrace our individuality, and stand up for what's right.

THE GIG

Working closely with the Senior CRM Manager – EMEA, EMEA Digital, Retail and Marketing and Global Data teams, you will lead CRM campaigns activations ensuring vision of brand, commercial objectives and customer loyalty are met.

Customer Segmentation & Data Analysis:

• Identify, create, and analyse customer segmentation using the CDP data analysis to enhance engagement and retention.
• Plan, activate, and measure the success of CDP use cases, ensuring a strong ROI.
• Conduct customer journey mapping to analyse user touchpoints and maximise commercial opportunities.
• Work closely with the Data & Analytics team to perform Customer Lifetime Value analysis, providing insights on recency, frequency, and monetary value across different consumer segments.

Personalisation & Targeting:

• Implement segmentation and personalisation tactics to ensure all customer communications are targeted, relevant, and engaging.
• Explore and test to deliver a premium customer journey across all touchpoints.

Customer Lifecycle Trigger Campaign:

• Conduct reviews and develop strategies to enhance customer engagement at different stages of the customer lifecycle to achieve CRM KPIs.
• Work with the Data & Analysis team to develop and implement a Test & Learn strategy to optimise campaign performance.
• Database Growth & Acquisition Initiatives:
• Grow the customer database across EMEA regions by implementing effective acquisition, retention, and win-back strategies, ensuring full GDPR compliance in partnership with Data Protection and Legal teams.

Pre-product Launch Analysis:

• Analyse customer data to support product launch campaigns, understanding customer behaviour, segmenting customers, and identifying opportunities for outreach or penetration.

Performance Tracking & Continuous Improvement:

• Define, track, and report on weekly, monthly, and annual CRM performance targets, ensuring KPIs are met.
• Stay informed on market trends, new technologies, and innovative CRM strategies to enhance the overall programme.

THE STUFF THAT SETS YOU APART

• 5+ years’ experience as a CRM/Email Marketing Manager
• Analytical mind-set
• Commercial acumen, consistently focused on driving revenues
• Deep level of technical expertise in CRM, with experience working through a variety of Marketing Automation, ESPs, CDPs and Data Visualisation tools
• Prior experience line managing small-mid-sized teams preferred
• Understanding of EMEA local market nuances
• Experience in customer journey mapping and segmentation
• Ability to influence other business units on CRM goals and vision
• Excellent teamwork and collaboration skills
• Knowledge of HTML/SQL preferable but not required

WHAT’S IN IT FOR YOU?

• Hybrid working
• 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.

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