Head of Global Customer Service

Dr. Martens is more than a brand - it’s a global icon with over 60 years of attitude, heritage, and cultural impact. We’re a thriving, values‑driven business powered by diverse thinkers, bold doers, and people who bring their whole selves to work. If you’re ready to make your mark, you’re in the right place.

At DM, our values guide everything we do: Be Yourself, Act Courageously, Show You Care. They’re not just words - they’re how we turn passion into progress.

WHERE YOU SIT

As our Head of Global Customer Service, you’ll be part of the Customer Service team working closely with brilliant people across the business. You’ll be right at the heart of fast‑moving projects that shape how we show up for our consumers - today and tomorrow.

WHERE YOU CONTRIBUTE

This role plays a pivotal part in driving our consumer centric strategy. Everything you do will help elevate the DM experience - whether you’re enabling teams, improving processes, influencing decision making, or crafting moments that matter for our consumers around the globe.

You’ll help us push boundaries, raise the bar, and keep the spirit of DM alive in everything we deliver.

CORE ACCOUNTABILITIES

As our Head of Global Customer Service, you will be responsible for:

• Global Strategy & Standards: Define the global customer service vision, frameworks, and operating standards to deliver a consistent, premium, and brand-aligned experience across digital, retail, and aftercare touchpoints.
• Operating Model & Capability: Set the global operating model, including hubs, outsourcing, and technology, while building capabilities across omnichannel service, AI-enabled support, and scalable training/playbooks.
• Policy, Experience & Market Integration: Own global service policies and governance, act as escalation point, and partner with markets to embed standards while adapting to local needs and improving service performance.
• Performance, Collaboration & Leadership: Drive KPIs and reporting, identify improvements through cross-functional collaboration, and lead a high-performing global team with a strong culture of empathy, quality, and continuous improvement.

KEY SKILLS & CAPABILITIES

• Service Expertise & Innovation: Deep knowledge of global customer service operations, policy and framework design, with strong capability in technology, automation, and AI-driven service delivery.
• Operational Excellence & Problem Solving: Skilled at diagnosing root causes, streamlining processes, and managing escalations to improve service speed, quality, and consistency at scale.
• Leadership & Influence: Proven ability to lead global teams and influence cross-functional stakeholders, representing the customer voice with clarity and impact.
• Insight, Transformation & Future Focus: Uses data-driven insight to drive continuous improvement, while leading transformation initiatives and building future-ready, scalable service models.

WHAT’S IN IT FOR YOU?

• Hybrid working
• Welcome free pair of Docs
• Share scheme
• 65% off all Docs
• 50% off Accessories
• Pension Scheme through Aviva
• Life Assurance
• 25 Days Annual Leave + Bank Holidays
• Private healthcare
• 2 paid volunteer days per year

READY TO FILL YOUR BOOTS?

If you’re excited to own your impact, shape the future of an iconic brand, and grow your career in a place that champions individuality - we’d love to hear from you.

Application closing date: Friday 22nd May 2026

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.

#LI-AH1