Senior Manager In-store Experience

This role is only open to Impacted Employees. Closing date: Friday, 14th of April 2026.

Team: Consumer & Brand

Department: Customer – Customer Experience

Reports To: Head of Global Experience Design

Location: All Dr. Martens Corporate Locations

Direct reports: Yes

WHERE YOU CONTRIBUTE

The In‑Store Experience Senior Manager is responsible for defining and evolving the global physical retail experience, ensuring it reflects a premium, consistent, and customer‑centric brand experience across all stores. This is not an operational retail role, but an experience design and transformation role.

Sitting within the Global Experience Design pillar, this role translates brand and customer experience principles into tangible in‑store journeys, service interactions, and environment standards. It ensures the in‑store experience connects seamlessly with digital, service, and aftercare touchpoints to support a unified omnichannel customer journey.

Working at the intersection of Experience Design, Retail Operations, Brand, and Markets, this role ensures that the in‑store experience is clearly defined, measurable, scalable, and continuously improved through customer insight, performance data, and market feedback.

CORE ACCOUNTABILITIES

• In‑Store Experience Design: Define the end‑to‑end customer journey in‑store, including entry, product discovery, interaction with store teams, fitting experience, checkout, and post‑purchase moments.
• Experience Standards & Guidelines: Develop and maintain global in‑store experience standards covering customer interaction, service behaviours (in partnership with Retail Training), and experiential consistency.
• Omnichannel Experience Integration: Ensure strong alignment between digital journeys and physical store experience, including click & collect, endless aisle, clienteling, CRM, and aftercare touchpoints.
• Retail Concept & Innovation: Contribute to new store concepts and experiential formats, identifying opportunities for service, technology, and experience innovation.
• Performance & Continuous Improvement: Define and monitor in‑store experience performance indicators and use insight to identify gaps and drive ongoing optimisation.
• Market Enablement & Local Adaptation: Provide clear global frameworks while enabling markets to adapt experiences appropriately to cultural context, store formats, and operational realities.
• Cross‑Functional Collaboration: Partner closely with Retail Operations, Training & Experience, Product, Brand, and VM teams to support consistent execution.
• AI & Technology Enablement: Support adoption of AI‑enabled and technology‑supported experiences that improve personalisation, insight, and experience quality.

KEY SKILLS & CAPABILITIES

• Retail experience design expertise with strong understanding of physical retail journeys and customer behaviour.
• Omnichannel thinking with ability to connect in‑store experiences to digital and service journeys.
• Service design awareness, understanding how people, space, and process shape customer experience.
• Operational awareness, ensuring experience concepts are scalable and executable in stores.
• Strong customer‑centric mindset grounded in customer needs, expectations, and feedback.
• Innovation mindset with comfort evolving experiences through new ideas, formats, and technologies.
• AI and retail technology awareness, using tools to enhance experience design and delivery.
• Strong collaboration and influence skills across global, regional, and market teams.

DECISION‑MAKING REMIT

• Owns global in‑store experience frameworks, principles, and standards.
• Approves in‑store experience concepts, guidelines, and evolution priorities.
• Validates local experience adaptations to ensure alignment to global principles.
• Acts as escalation point for in‑store experience issues impacting customer outcomes.

WHAT SUCCESS LOOKS LIKE IN YOUR ROLE

• In‑store experience feels premium, distinctive, and on‑brand across all markets.
• Customers move seamlessly between physical, digital, and service touchpoints.
• Store teams deliver experience as designed, supported by clear standards and training.
• Experience quality improves over time through insight, testing, and iteration.
• Innovation enhances engagement and differentiation within the physical retail environment.

HOW YOU WORK [To be completed Q1 FY27]

Our values shape how we show up every day, and the DM way is your compass for how we work and grow together. Dive in, get inspired, and bring these behaviours to life in everything you do – DM Way

We strive to create an accessible and inclusive application and selection process. We are committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at jobs@drmartens.com and we will work with you to meet your accessibility needs.

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, color, 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 authentically speak 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.