SO, WHAT’S THE STORY?

The Consumer Technology team sits at the heart of Dr. Martens’ Direct to Consumer (DTC) strategy — putting customers and our direct relationships with them first.

Within Consumer Technology, the Customer Insights and Retention capability is responsible for enabling deeper customer understanding and building the technology foundations that support retention, loyalty, personalisation, and long-term customer value. This includes platforms across customer data, insights, analytics, loyalty, CRM, and retention-driven experiences.

As Capability Lead – Customer Insights and Retention, you will play a key leadership role within the global Consumer Technology organisation, leading teams based in Bengaluru while partnering closely with global product, data, and business stakeholders.

THE GIG

· Lead and grow technology teams focused on customer insights, data, and retention capabilities

· Own the end-to-end delivery of initiatives that enable better customer understanding and drive retention and lifetime value

· Partner with global Product, Data, Marketing, and Customer teams to translate strategy into executable roadmaps

· Provide clear people leadership, developing talent and building a high-performing team culture

· Act as the senior technology point of accountability for Customer Insights and Retention within the Bengaluru hub

· Manage dependencies, risks, and delivery outcomes across a complex, multi-system landscape

· Champion continuous improvement in engineering practices and ways of working

THE STUFF THAT SETS YOU APART

· Proven 13+ years of experience leading technology teams or capabilities within a global or enterprise environment

· Strong background delivering customer-centric platforms such as customer data, insights, analytics, loyalty, CRM, or retention tooling

· Experience managing people and/or managers with accountability for performance and development

· Strong understanding of modern delivery practices within agile environments (Scrum / Kanban)

· Excellent stakeholder management skills

· Clear track record of delivering business outcomes, not just technology outputs

Nice-to-Have

· Experience within retail, consumer, or DTC businesses

· Hands-on experience or strong working knowledge of customer engagement and personalisation platforms – Klaviyo and/or Bloomreach highly advantageous

· Exposure to CDP, CRM, loyalty, or personalisation platforms

· Experience working within hub-based or offshore delivery models

· Familiarity with cloud-native, composable, or MACH-aligned architectures

WHAT WE’RE REALLY LOOKING FOR

· A confident, pragmatic leader who brings clarity and momentum

· Deeply customer-centric and outcome-driven

· Comfortable operating across time zones as part of a global leadership team

· Passionate about people development and delivery excellence