CRM Executive

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

Build, deliver and optimise all CRM initiatives to drive database and e-commerce growth within the EMEA region with a focus on campaign, database acquisition and omnichannel drivers.

Key Responsibilities:

• Build, deliver and optimize all CRM initiatives to drive database and business growth within EMEA region with a focus on campaign, database acquisition and omnichannel drivers.
• Lifecycle Program Optimisation: Assist in optimising the CRM Lifecycle program by collaborating with CDP teams on testing and implementation across multiple channels, ensuring continuous improvement in customer engagement and conversion, hence, achieving CRM KPIs.
• Personalisation & Segmentation: Support the creation of personalised content and accurate customer segmentation. Work closely with the Global Data team and CRM Campaign Manager to identify customer cohorts using CDP to drive customer lifetime value, repeat purchases, and engagement.
• CRM Communication Development: Build and schedule Trigger, BAU and launch campaign emails and SMS in ESPs. Implement segmentation, personalisation, A/B testing, and quality assurance to optimise email performance.
• Database Acquisition Initiatives: Proactively support, propose, and manage database acquisition initiatives across all EMEA regions, driving continuous growth in customer engagement and expanding the CRM database.
• Campaign Planning and Execution: Work with CRM Campaign Manager on the planning and execution of CDP-driven campaigns, ensuring alignment with communication cadence and briefing processes.
• Campaign Performance Analysis: Monitor, analyse, and report on the performance of all campaigns, focusing on activation, personalisation, localisation, and customer engagement. Provide senior leadership with regular updates on findings, results, and actionable recommendations.
• Cross-Functional Collaboration: Collaborate with Trade and Global Marketing teams to ensure effective communication of major brand initiatives to the subscriber database, optimising content for maximum reach and impact.
• Transactional Email Management: Gather requirements, brief, and manage the creation of transactional emails for all EMEA regions, ensuring that emails meet regional and business-specific needs.
• Reporting: Track and report on weekly, monthly, and annual CRM performance targets, ensuring KPIs are met.
• ESP Optimisation & Technical Integration: Build strong relationships with Tech and Customer Service teams to optimise the Email Service Provider (ESP) tool. Implement new programmes and technical solutions (e.g., Klaviyo, Yotpo, Supermetrics, Monetate) to maximize platform capabilities and CRM performance.
• Industry Research & Benchmarking: Stay ahead of industry trends and best practices by continuously researching the competitive landscape. Apply these insights to adapt and enhance CRM strategies and initiatives.

THE STUFF THAT SETS YOU APART:

It’s never just a job at Dr. Martens. It’s a way of life. We live and breathe our Fundamentals – INTEGRITY. PROFESSIONAL. PASSIONATE. TEAM PLAYERS. They define who we are and how we get the job done. We believe each role is as unique as the person who does it.

To be our CRM Executive, you will also possess these qualities:

• Experience with ESPs (Klaviyo, Responsys, Emarsys, etc), preferably at an agency or retailer with e-commerce focus
• Agile way of working
• Experience managing multiple stakeholders/teams (ie. Project, content, other digital marketing channels)
• An ability to communicate business requirements to technical teams
• An understanding of HTML, CSS and dynamic programming languages
• Strong attention to detail, driven by quality and accuracy
• Analytical minded – with strong experience in data analytics and data tools ie. Power BI, Google Analytics
• Ability to thrive in fast-paced work environment, agile and reactive
• Excellent time-management and prioritization skills required
• A can-do, proactive attitude
• Excellent communication and interpersonal skills, ability to understand concepts and projects quickly to put into executional plans

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.

At Dr. Martens, we are committed to creating an environment where we can all be proud to work and be our best. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.