Head of Global Customer Product

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.

At DM, our values guide everything we do: Be Yourself, Act Courageously, Show You Care. They’re not just words - they’re how we turn passion into progress.

WHERE YOU SIT

As our Head of Global Customer Product, you’ll be part of the Brand team working closely with brilliant people across the business and reporting into Director of Global Customer. 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 is not a delivery role but a product leadership role.

The Head of Global Customer Product owns the end-to-end customer experience as a product: defining what we build, why it matters, and how it differentiates us as a brand, as we move towards a more premium positioning. From first discovery to post-purchase and loyalty, this role is responsible for shaping a seamless, intuitive, and elevated experience that customers love.

You will define and own the global customer value proposition across digital and retail channels, translating brand NDA into tangible, high-quality product experiences. This role sits at the intersection of product, experience design, technology, and commercial, with a clear mandate: build experiences that customers will love and make them come back. Your understanding and love for the brand is equally critical.

Core Accountabilities

As our Head of Global Customer Product, you will be responsible for:

• Defining and owning the global customer product strategy, creating a clear vision, value proposition and prioritised roadmap that delivers a seamless, premium customer experience across digital and retail touchpoints while balancing global consistency with appropriate local flexibility.
• Leading the design and evolution of the end-to-end customer journey, establishing global experience principles and overseeing the core product capabilities across discovery, commerce, checkout, delivery, returns, loyalty and sustainability to drive engagement, satisfaction and long-term customer value.
• Driving product excellence through insight and collaboration, using customer research, data, experimentation and market feedback to prioritise improvements, while partnering closely with Technology, Experience Design, CRM, Data and Operations to deliver commercially impactful solutions.
• Establishing governance and decision-making for customer experience, setting product principles and guardrails, evaluating market experience deviations and ensuring every customer interaction reflects the brand's quality, consistency and strategic priorities.
• Building and developing a high-performing product organisation, leading product managers, fostering a culture of ownership, innovation and continuous improvement, and championing the effective use of AI and emerging technologies to enhance product delivery and team performance.