CX/CRO Manager in London

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.

WHERE YOU SIT

As our CX / CRO Manager, you’ll be part of the Customer Experience Team working closely with brilliant people across the business and reporting into The Global Head of CRO and UX. 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

• Analysing and optimise end‑to‑end digital customer journeys (entry to post‑purchase), identifying conversion and experience improvements aligned to customer and commercial outcomes.
• Leading A/B and multivariate testing with clear hypotheses, success metrics, and robust statistical evaluation.
• Analytics & Decisioning: Translate behavioural data, customer feedback, and research into actionable insights that inform experience design, product decisions, and prioritisation.
• Performance & Roadmap Management: Track key KPIs (conversion, NPS, CSAT, engagement, retention) and maintain a prioritised CRO and optimisation backlog aligned to strategic and trading priorities.
• Cross‑Functional Delivery & Governance: Partner with UX, Product, Analytics, and Tech to deliver initiatives, while embedding experimentation standards and scaling learnings globally.

Key Skills & Capabilities

• CRO & Experimentation Expertise: Strong grasp of hypothesis‑driven optimisation, experimentation methodologies, and statistical confidence.
• Advanced Analytics & Insight: Ability to analyse complex datasets, identify customer behaviour patterns, and translate findings into actionable insights.
• Customer & Commercial Acumen: Deep understanding of digital customer journeys and how experience impacts conversion, revenue, margin, and long‑term value.
• Stakeholder Influence & Storytelling: Clear communicator who can present insights and recommendations to senior and non‑technical audiences, influencing cross‑functional teams.
• Modern Ways of Working: Structured, test‑and‑learn approach with experience leveraging AI and automation tools to accelerate insight generation and optimisation.

WHAT’S IN IT FOR YOU?

• Hybrid working
• Welcome free pair of Docs
• ‘Buy as you Earn’ 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 19th June 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 the role in the Dr. Martens community.