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, private healthcare, and 25 days annual leave.
- Other info: Embrace a dynamic environment with opportunities for personal and professional 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 in London employer: Dr. Martens
At Dr. Martens, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions creativity and collaboration within our Customer Experience Team. With hybrid working options, generous benefits including a 'Buy as you Earn' share scheme, and a commitment to employee growth through meaningful projects, we empower our team members to thrive while making a significant impact on our global consumer experience.
StudySmarter Expert Advice🤫
We think this is how you could land cx/Cro Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Dr. Martens. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into their customer experience strategies. Show us how your skills in CRO and analytics can elevate their game – we love a candidate who knows our brand!
✨Tip Number 3
Don’t just talk about your past experiences; bring them to life with stories! We want to hear how you’ve tackled challenges and driven results in previous roles.
✨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 joining our team!
We think you need these skills to ace cx/Cro Manager in London
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 data analysis. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for customer experience and optimisation. Tell us why you’re excited about this role and how you can contribute to our team at StudySmarter.
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’ve turned insights into action!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Dr. Martens
✨Know Your Data
As a CX/CRO Manager, you'll be expected to analyse complex datasets. Brush up on your data analysis skills and be ready to discuss how you've used data to drive decisions in the past. Bring examples of how you've identified customer behaviour patterns and translated them into actionable insights.
✨Master the Art of Storytelling
You'll need to present insights to both technical and non-technical audiences. Practice telling a compelling story with your data. Think about how you can influence stakeholders by clearly communicating your findings and recommendations. Use real-life examples to illustrate your points.
✨Get Familiar with A/B Testing
Since leading A/B and multivariate testing is a core part of the role, make sure you understand the methodologies behind these tests. Be prepared to discuss your experience with hypothesis-driven optimisation and how you've measured success in previous projects.
✨Show Your Collaborative Spirit
This role involves working closely with various teams like UX, Product, and Tech. Highlight your experience in cross-functional collaboration. Share examples of how you've partnered with different departments to deliver successful initiatives and how you’ve embedded experimentation standards in your work.
