Head of Global Customer Service

About the role

Dr. Martens is seeking a Head of Global Customer Service to lead its worldwide service strategy. In this senior position you will shape the vision, standards and operating model for digital, retail and after‑care channels, ensuring a premium, brand‑aligned experience for customers everywhere.

Key responsibilities

• Define the global customer service vision, frameworks and operating standards across all touchpoints.
• Design and implement the global operating model, including hubs, outsourcing partners and technology platforms.
• Build capabilities in omnichannel service, AI‑enabled support and scalable training/playbooks.
• Own global service policies, act as escalation point and partner with local markets to adapt standards.
• Drive performance metrics, reporting and continuous improvement through cross‑functional collaboration.
• Lead and develop a high‑performing global team, fostering a culture of empathy, quality and innovation.

Required profile

• Extensive experience in global customer service operations and policy design.
• Proven track record of leading large, distributed teams and influencing cross‑functional stakeholders.
• Strong analytical mindset with ability to use data‑driven insights for continuous improvement.
• Demonstrated expertise in operational excellence, problem solving and transformation initiatives.

Required skills

What we offer

• Hybrid working model.
• Free pair of Dr. Martens shoes.
• Share scheme.
• 65 % discount on all Dr. Martens products.
• 50 % discount on accessories.
• Pension scheme.