Capability Lead – Customer Insights and Retention

About the Role Within Dr. Martens’ Direct to Consumer strategy, the Consumer Technology team leads the Customer Insights and Retention capability. As Capability Lead – Customer Insights and Retention, you will lead Bengaluru-based teams and partner with global Product, Data, Marketing and Customer stakeholders to enable deeper customer understanding and boost retention, loyalty, personalisation, and long-term value. What You'll Do

• 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 What We're Looking For
• Proven 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
• A confident, pragmatic leader who brings clarity and momentum (What we’re really looking for)
• 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 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