CRM Manager, London

Tala. The creators of beautiful, sustainable lighting.

Tala was founded in 2015 by Josh, Max and William. Three university friends who believed great design was the fastest way to a low-carbon planet. Since then, we’ve become one of the leading lights in design-led, sustainable lighting. A team of engineers, designers and low-carbon pioneers, proud to be creating lights that are gentle on the planet, make homes look great and make life feel brighter.

In 2023, Tala proudly certified as a B Corp™.  

    • Team of 40 designers, engineers and low carbon pioneers
    • Specialists in sustainable lighting technology and multi-category lighting
    • Distribution in 20+ countries
    • Release 4x collections per year aimed at solving problems in residential and commercial spaces
    • Strong historical growth with a CAGR +40%
    • 3x global warehouses: Atlanta, London, Rotterdam
    • Omni channel fulfilment with dropship & EDI capabilities

ROLE

As the CRM Manager at Tala, you will play a pivotal role in shaping and executing our email marketing strategies to drive customer engagement and retention. You will be responsible for creating compelling campaigns, managing customer journeys and automated flows, and leveraging data to optimise our marketing efforts.

RESPONSIBILITIES

  • Email Marketing Strategy: Develop and execute email marketing campaigns that align with Tala's visual identity, campaign calendar and business objectives
  • Customer Journey Management: Design and implement effective customer journey flows to enhance customer engagement and retention, both D2C & B2B
  • Campaign Management: Manage the building, scheduling, testing and optimisation of email campaigns, creating copy and help deliver creative content
  • Data Analysis: Analyze campaign and flow performance and customer data to identify trends, insights, and opportunities for optimisation and personalisation
  • Platform Expertise: Utilise Klaviyo to its fullest potential, leveraging its features for targeted and personalised marketing efforts
  • Audience Segmentation: Lead the development and execution of customer segmentation, targeting, and personalisation strategies across email, SMS, and paid digital channels where relevant
  • Collaboration: Work with cross-functional teams including Brand, E-commerce, Operations and Sales to ensure alignment and consistency in customer communications
  • Entrepreneurial Spirit: Build business cases for new features and integrations, and work with all departments to deliver key projects
  • Copywriting: Craft engaging and persuasive copy for email campaigns and flows, ensuring consistency with Tala’s tone of voice

 

 DAY-TO-DAY EXPECTATIONS 

  • We recommend at least 2 days in the studio and/or collaborative meetings at the Shoreditch Showroom
  • This role will work closely with the Ecommerce Manager and Digital Designer, plus our wider commercial team, to amplify our growth and retention campaigns
  • Work with Ecommerce Manager to develop a CRM and email marketing strategy that enhances the customer journey and helps drive loyalty and conversion through brand message and storytelling
  • Coordinate the email communication calendar with marketing and trade plans
  • Run reports using available data sources, including Klaviyo, Pipedrive, Shopify GA4, Triple Whale
  • Optimise CRM and email marketing initiatives through continuous testing, tracking, and reporting
  • Oversee database management including database hygiene and development of data segmentation strategies
  • Establish email performance benchmarks, summarise key insights, and recommend actions to improve email performance
  • Stay up-to-date with the latest in CRM technology and digital tools


REQUIREMENTS

  • Minimum 3 years experience in a similar role
  • Deep knowledge of Klaviyo and how to harness its technology, including segmentation and flow architecture. Pipedrive and NetSuite experience is desirable
  • Solid understanding of Shopify and the wider marketing mix and where CRM and email fits within the strategy
  • Knowledge of Adobe Suite, HTML, CSS and Microsoft and Google packages 
  • Positive attitude and enthusiasm for the design industry
  • Have a passion for, and interest in, our mission and B Corp values
  • Be comfortable in a fast-paced, resource lean environment with data driven insight
  • Be driven, ambitious, solution oriented, and nice to work with
  • Proven ability to drive performance and KPIs
  • Experience using task management software (e.g. Asana) and must be organised and able to plan ahead
  • Confident with analytics tools and a strong understanding of tracking and conversion optimisation
  • Editorial copywriting skills are essential
  • Creative thinker with excellent communication skills

QUALIFICATIONS

  • University level education (preferably in related field)

    WHAT TO EXPECT

    • Competitive salary
    • 26 days annual leave plus public holidays
    • Career progression within a high growth start-up
    • Opportunity to learn from experienced team members across departments
    • Join a Certified B Corporation®
    • Flexible home / office working split
    • Welcome Tala gift and generous product discounts (60% off)

    SALARY

    £40,000+ (dependent on experience) 

    LOCATION

    London, UK (hybrid)

    EXPERIENCE LEVEL

    Mid-weight

    APPLICATIONS

    To apply for this position, please send your CV and a cover letter detailing why you are right for Tala to careers@tala.co.uk