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Customer Care Social Team Lead EMEA

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


This role will supervise a dynamic team of social media specialists, driving engagement across our rapidly expanding social platforms and provide a first-class service direct to our customers. This role puts you at the forefront of our customer interactions, providing invaluable insights directly from our loyal wearers and shaping the future of our engagement strategies. If you're passionate about leading a team, thrive in a digital-first environment, and want to directly influence our brand's journey, we want to hear from you!


  • Recruit train & develop new staff to be able to ensure company dependencies are met.
  • Drive performance of the team to meet/exceed KPI’s.
  • Report on KPI’s on a daily, weekly, and monthly basis to ensure expectations are met.
  • Present weekly, monthly performance of the team to the business and drive change.
  • Set, implement, and maintain excellent levels of customer service.
  • Support on ongoing and new projects within the business.
  • Assure responsibility for the team. Provide coaching/briefings to team as required. Training & development of new and current staff.
  • Look for ways to improve and develop the business with innovative ideas.
  • Handle high level customer complaints, queries, and requests for information in a sensitive, timely and professional manner.
  • Report to the business on any issues that affect the operations for the department and provide support and mitigation where possible.


  • Experience in managing a high-level operational team, desirably in a customer service environment, ideally with experience phone, email, and live chat for an international retailer – fashion would be super!
  • Having worked on financial and performance reporting metrics.
  • A people person, someone who can drive a team and influence people to perform at the highest level.
  • Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems.
  • Solution minded; someone who can identify, problem solve and find resolutions in complexed scenarios.
  • An expert communicator and able to understand other cultures. Fluency in English is a must – additional languages would be beneficial.
  • High standard of IT literacy – ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
  • Professional, influential, and a custodian of the brand and their responsibilities, whilst also remaining authentic & fearless!
  • Works towards targets and KPI driven.
  • Knowledge of warehouse operations and Ecom operations to resolve customer queries in an efficient knowledgeable manner.
  • An understanding of distribution and logistics to co-ordinate deliveries of orders and to communicate with couriers.
  • Set, implement and maintain excellent levels of customer service


  • Hybrid working (3 Days in Office / 2 At Home)
  • 65% off all footwear and 50% of all accessories
  • 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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