Our strategy – experience

We are delivering on our ambition of creating an exceptional customer experience by using improved data capabilities to provide the best possible service for our customers. We are developing a culture of accountability with colleagues empowered to make the right decisions for the business with a shared understanding of its identity, strategy, vision and values within a diverse, inclusive and socially responsible business.

Customer & community focus 

In FY23 we updated our brand to reflect both the evolving cardfactory offer and the changing needs of our customers. Underpinning our brand are a new set of values which will guide the delivery of our strategy over the next five years. We have also made a considerable step forward in our customer first ambitions with the embedding of customer data and insight across the business.

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We continue to build upon our ESG credentials with our aim of being recognised as a socially and environmentally responsible business through our new ‘Delivering a Sustainable Future’ strategy. We are working to reduce waste, reduce our carbon footprint, meet ever bolder recycling targets, and make our products as sustainable as possible.

We continue to invest in giving back and the Card Factory Foundation, combined with our charity partnerships, makes a significant contribution to the wellbeing of our colleagues and communities; something we care passionately about.

Passionate colleagues

Our colleagues help customers celebrate their life moments. We value their contribution, provide them with development and career opportunities and strive to encourage exceptional leadership. Our culture is built around openness and inclusivity.

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Our ambition is to attract and develop the best talent into our business to enable us to deliver our strategy with a highly engaged team. This means continuing to create an environment that is welcoming, where colleagues feel they belong and where the colleague experience sets us apart. We do this by ensuring everyone has a voice and can contribute to co-creating a workplace that allows everyone to successfully play their part and to flourish.