Customer Care Manager - #1657866

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'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.
  
  
  

WHAT’S IN IT FOR YOU?

• Hybrid working (3 days in office)
• 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
  
  
  

Are you ready to fill your boots? Apply now.