CRM Manager

We're recruiting a CRM Manager to join us on a 12 month FTC.

The purpose of this role is maintain the key structural components of the CRM and Audience strategy. The role will be pivotal in bridging the gap for online and offline customer journeys, unlocking customer data opportunities and creating valuable messages across multiple channels. This position will play a pivotal role bridging the gap between triggered email activity to a more holistic communication suite that supports the full customer lifecycle, from acquisition and sales funnel to post-purchase, advocacy, and repeat purchase.

Responsibilities

• To scope the business requirements and communication opportunities through the current customer lifecycle, bringing your own experience to compliment the deep knowledge of the market within the business.
• To propose communication plans for cohorts of customers across a broad spectrum of available channels (from email to SMS, from customer match to website personalisation, from digital DM to outbound phone).
• To identify and review available company data and how it can be used for CRM purposes, particularly blending cross channel insight to create great joined up and tailored customer experiences.
• To establish opportunities to deliver immediate commercial benefit through quick win activity whilst the longer-term plans are being built.
• To develop and propose an appropriate strategy for the business, covering data, channels, software and resourcing.
• To deliver the automated programmes with associated segmentation and creative where relevant.
• To develop testing and measurement plans to optimise customer value, prove hypothesise and customer satisfaction to continuously evolve the communication suite to drive engagement and retention.
• To develop an approach about 'next best action' and 'air traffic' controls around campaign prioritisation.
• To have the confidence to collaborate with CRM technical operations to support offline customer journeys.

Skills & Experience

• Proven experience in CRM, customer communications, or lifecycle marketing
• Strong understanding of customer data, segmentation, and personalisation techniques.
• Experience working across multiple channels (email, SMS, direct mail, web personalisation).
• Analytical mindset with confidence in interpreting data and insights.
• Familiarity with CRM platforms, ESPs, and customer data management

The Big Package

• Colleague discount
• Salary sacrifice pension
• Perks platform (cheap cinema tickets, cashback and discounts on well-known brands)
• Employee Assistance Programme
• A day off for your birthday
• Cycle to work scheme
• Enhanced family leave
• Life Assurance

Get to Know us

Hello, we're Tapi and we're slightly obsessed with floors. We're a flooring retailer with a difference, here to blow a breath of fresh air into the world of carpet and flooring shopping - and we'd love for you to join the revolution

The Tapi story starts in 2015, when a handful of flooring industry specialists passionate about flooring decided to do things differently. With hundreds of years of flooring knowledge between us, our mission was to make buying flooring reassuringly simple for our customers – and show that it could be fun

Over the past 10 years, we've grown massively to become the largest flooring retailer in Britain – something we're super proud of. You're likely to find a Tapi showroom in your local town and we've got a fleet of home consultants zooming around the country. In 2024, we added the Carpetright brand, 54 flooring stores, and as many Carpetright colleagues as possible into the Tapi family. Our 5-star service remained outstanding as the team went above and beyond to show exactly why our customers rate us 'excellent' on Trustpilot.

So, what's the secret to our success? Our people. Even though there's nearly a whopping 1500 of us, we're still a company with family values at the heart. Wherever you're based – at the office, in a store or on the road - we all work together as a team. Some people have been with us from the very beginning while others plan to retire here, so we must be doing something right

Tapi Carpets & Floors is an Equal Opportunities Employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organisation and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications.
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