Project Lead – 360 View Of Customer

*12 month fixed term contract with a possibility to be made permanent*

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

We know that Dr. Martens customers have an emotional connection with our brand…their experience should recognise and celebrate this.

In the rapidly evolving landscape OF CUSTOMER-centric strategies, harnessing the power of our data is paramount. We require a Customer Data Platform (CDP) to aggregate, organise and activate our customer data to drive personalized and impactful customer experiences.

Without the ability to unify our customer offline/online data, we cannot:

• Gain deep insights into customer behaviour, preferences, and journeys which enable Dr Martens to make informed decisions based on data and insight.
• Drive targeted and personalised marketing campaigns, resulting in improved customer acquisition/engagement and conversion rates.
• Streamline data management processes, reducing manual efforts and enhancing overall operational efficiency.
• Mitigate risks by ensuring compliance with global data protection regulations and fostering trust with customers.
• Respond quickly to market changes and evolving customer expectations through a flexible and adaptive CDP platform.

As our Project Lead – 360 View of Customer, you will be responsible for:

• Establishing the 360-degree VIEW OF CUSTOMER for our organisation:

• Leadership of the programme.
• Define the consumer demographics important to Dr Martens.
• Oversee the design of the segmentation of consumer data in the new CDP.
• Lead the data science resource dedicated to the project.
• Implement test use cases pre-CDP implementation by stitching existing data sources manually.

• Realising value from the investment:

• Own the personalised consumer journey strategy.
• Own the data model for each consumer journey that sizes the benefits for each journey/use case.
• Ensure that the use cases defined (New Customer Acquisition & Retention, Grow Existing Customers into VIPs, – Win-back churn & prevention) deliver significant commercial value to the business.
• Maximise the amount of consumer data we have across our channels and products.
• Ensure the organisation has the capability and capacity to deliver against the use cases.
• Drive forward the vision, objectives, and benefits of the project to ensure they are thoroughly understood.

• Team and leadership:

• Lead a strong cross functional project group, being clear on objectives and performance standards, with a clear focus on consumer and commercial value.
• Lead with empathy and coaching, developing all stakeholders along the way.
• Create a strategic, planning-oriented culture that executes to milestones and strives for results.
• Create an environment that encourages addressing and resolving conflict.

• Relationships:

• Be a true brand custodian and live our values of Rebellious Self Expression.
• Keep a regular line of communication and alignment to other functions and regions to enable successful cross-functional influencing and collaboration.
• Act as the natural ‘mediator’ – putting the facts on the table and driving to alignment among stakeholders.
• Gain the trust of the CEO, CMO, CTO and Regional Presidents by demonstrating transparency, credibility, and straightforward communication.

Travel may be required across our various retail sites.

THE STUFF THAT SETS YOU APART

Put simply, for this role the key things we’re looking for are:

• Senior leadership level experience across a 360 degree of consumer initiatives.
• The ability to multi-task in a fast-paced and complex matrix organisation, with a sense of urgency while remaining organised.
• Significant experience of leading CDP implementations within a retail environment, with strong written and verbal communication skills.
• Strong stakeholder management skills with experience of working across all levels, from senior leadership to end users with an ability to simplify the complex.
• Experience of delivering quantifiable business benefits through personalised marketing campaigns.
• Experienced data scientist, able to work at pace with creativity.
• Strong strategic and change mindset, with the drive to be operational and detail orientated.
• Ability to establish positive relationships and work effectively with all internal and external stakeholders.
• Strong analytical, problem-solving, and decision-making skills with exposure to working with both marketing and technical teams.

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
• Camden Town based office

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.