At a Glance
- Tasks: Drive consumer-centred strategies and optimise digital customer journeys.
- Company: Join the iconic Dr. Martens team with a vibrant culture.
- Benefits: Enjoy hybrid working, generous discounts, and private healthcare.
- Other info: Embrace a dynamic environment with opportunities for personal growth.
- Why this job: Make a real impact on customer experiences while collaborating with brilliant minds.
- Qualifications: Experience in CRO, analytics, and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
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.
This role plays a pivotal part in driving our consumer-centre 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.
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.
- Insight & 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.
- 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.
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.
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.
cx/Cro Manager employer: Dr. Martens
At Dr. Martens, we pride ourselves on fostering a vibrant and inclusive work culture that empowers our employees to thrive. As a CX/CRO Manager, you'll enjoy hybrid working arrangements, generous benefits including a 'Buy as you Earn' share scheme, and significant discounts on our products, all while contributing to a consumer-centric strategy that shapes the future of our brand. With ample opportunities for professional growth and a commitment to diversity, Dr. Martens is an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land cx/Cro Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Dr. Martens or similar companies. A friendly chat can open doors and give you insights that might just help you land that CX/CRO Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience with A/B testing and customer journey optimisation. When you get the chance to chat with hiring managers, let your work speak for itself.
✨Tip Number 3
Be ready to discuss data! Brush up on how you've used analytics to drive decisions in past roles. Being able to translate complex datasets into actionable insights will definitely impress the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of the Dr. Martens family.
We think you need these skills to ace cx/Cro Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of CX/CRO Manager. Highlight your experience with customer journeys, A/B testing, and any relevant analytics skills. We want to see how you can elevate the DM experience!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your skills align with our goals. Be sure to mention any specific projects or achievements that showcase your expertise.
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, make sure to include examples of how you've used data to drive decisions in previous roles. We love seeing how you translate insights into action!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Dr. Martens
✨Know Your Metrics
As a CX/CRO Manager, you'll need to be familiar with key performance indicators like conversion rates and NPS. Brush up on these metrics before your interview, and be ready to discuss how you've used them in past roles to drive improvements.
✨Showcase Your Analytical Skills
Prepare to talk about your experience with A/B testing and data analysis. Bring examples of how you've translated complex datasets into actionable insights that influenced decision-making. This will demonstrate your ability to think critically and strategically.
✨Communicate Clearly
You'll be working with cross-functional teams, so practice explaining your ideas in a way that's easy for non-technical audiences to understand. Use storytelling techniques to present your insights and recommendations effectively during the interview.
✨Emphasise Collaboration
Highlight your experience working with UX, Product, and Tech teams. Be prepared to discuss how you've partnered with others to deliver successful projects and how you can contribute to a collaborative environment at Dr. Martens.
