THE GIG

We’re excited to offer an opportunity to join the iconic Dr. Martens brand as a Customer Care Team Manager - a key role at the heart of our customer-first strategy. You’ll lead a talented team of Customer Care experts, driving service excellence across our direct-to-consumer and digital-first channels.

We’re proud to be a brand that puts our customers at the centre of everything we do. That’s why we’re looking for someone with a strong background in customer experience - someone who’s not only passionate about people but skilled in leading high-performing teams and delivering meaningful change. If you’re a natural coach, a clear communicator, and ready to champion the voice of the customer, we want to hear from you.

• Lead, coach and develop a high-performing team of Customer Care Experts, ensuring they consistently deliver best-in-class service across all channels.
• Drive team performance against key KPIs - including quality, responsiveness and customer satisfaction - while supporting a sales-through-service mindset that adds value at every touchpoint.
• Translate strategic goals into day-to-day action: ensuring the team is aligned with wider business priorities and contributing meaningfully to our evolving customer experience.
• Take ownership of daily operations, ensuring customer interactions are resolved with empathy, efficiency and a brand-aligned tone of voice.
• Monitor performance data and customer feedback, reporting regularly on trends and team impact. Use insights to shape continuous improvement and ensure accountability.
• Present team performance updates and recommendations to leadership - spotlighting wins, surfacing challenges and driving operational change where needed.
• Champion the customer: uphold and evolve standards of service excellence, ensuring consistency across platforms, regions and touchpoints.
• Be a visible and trusted leader for the team - offering real-time coaching, feedback and support to build capability and confidence.
• Support cross-functional initiatives in collaboration with our Digital, Tech and Supply Chain teams - ensuring the customer lens is applied at every stage of the journey.
• Work closely with our extended customer care team and trusted service partners across EMEA, ensuring consistency in service delivery and a shared team culture.
• Manage escalated queries and complaints with professionalism and care, setting an example for tone, ownership and customer-first thinking.
• Proactively identify opportunities for service innovation, operational efficiency and customer journey improvements - bringing ideas to the table and following through to delivery.
• Support succession planning and talent development across the team, helping individuals grow and progress in line with business needs.

THE STUFF THAT SETS YOU APART

• At least 3 years’ experience managing an operational team in a customer service environment, ideally across phone, email and live chat, within international retail or fashion.
• Strong people leadership experience, able to coach, mentor and guide a team of 3+ with structured feedback, performance conversations and individual development plans.
• Confident leading the day-to-day, ensuring operational delivery, driving accountability and supporting a high-performance team culture.
• Experience working with outsourced customer service teams or external partners, with the ability to build collaborative relationships and align on service standards.
• Skilled in onboarding and embedding new ways of working with service partners, including training, documentation and team integration.
• Commercially aware and confident with KPIs, operational reporting and financial performance metrics.
• Track record of delivering projects that improved efficiency, quality or customer satisfaction across the service journey.
• Experienced in using customer data platforms to identify trends, surface opportunities and drive meaningful change across service and customer experience.
• Able to translate strategic goals into clear team actions, maintaining alignment with broader business objectives.
• Problem-solver with a proactive, solution-first mindset, able to work through complex or ambiguous scenarios.
• A confident, culturally aware communicator with high emotional intelligence. Fluency in English is essential; additional languages are a plus.
• Strong IT literacy, comfortable using CRM platforms, Excel, and other Microsoft tools to track and communicate performance.
• Professional, brand-aligned and authentic, leading with integrity and a genuine commitment to customer-first service.
• Familiar with e-commerce and logistics operations, including warehouse processes and courier management, to support efficient resolution of customer issues.
• Motivated by performance and growth, target-driven, delivery-focused and always looking for ways to improve.

Please refer the Job description for details