Sr. Manager, Consumer Experience

Disclaimer: Please note if you are selected to have an interview with Thermacell you will receive an email from our applicant tracking system Paylocity () or an email from a domain. Be aware of phishing emails/text messages. Thermacell will never text or Skype you about your candidacy or personal confidential information. If you are unsure please contact

THE COMPANY

Thermacell Repellents Inc. is a privately held company with a mission to liberate people who love the outdoors from the harmful effects of insects. Founded in 1999 and based outside of Boston in Bedford Massachusetts Thermacell makes the worlds leading zone mosquito repellent protecting people and pets up to 20ft in outdoor spaces without sprays scents or chemicals on your skin.

Dedicated to delivering the best consumer experience we have an ever-expanding product line for both adventure and home use. We aim to change the way people repel insects through our award-winning science backed products disruptive innovation and expanding distribution across multiple retail & e-comm channels in over 30 countries across the globe.

Thermacell currently employs 125 full time employees at our 3 locations: Bedford Massachusetts (Corporate HQ) Buford Georgia (Manufacturing & Distribution) and Hampton Florida (Science & Research Center).

ROLE PURPOSE:

Thermacell is a rapidly growing brand at the forefront of innovation in mosquito repellent solutions. We are seeking a dynamic and strategic End to End Consumer Experience Leader to oversee and enhance the totality of the consumer journey for our brand. This role will be responsible for managing our consumer journey from first contact on website to purchase customer service and CRM. This will include optimizing the user experience overseeing CRM/email marketing leading the consumer support department and customer service center leading consumer support and outreach initiatives managing consumer feedback and reviews and ensuring the seamless operation of the technology ecosystem that powers our digital experiences. The ideal candidate will have a strong understanding of consumer experience from initial brand exposure to post purchase support eCommerce digital marketing and UX best practices combined with a technical aptitude for managing website platforms integrations and digital tools and leading external partners such as agencies and call centers.

The Senior Manager will manage a team of 1-2 members and will report to the Executive Director of Innovation & Insights as an integral member of the Thermacell marketing team.

STATUS: Exempt

WORKING HOURS: Typically between 9-5pm M-F

WORK LOCATION: Corporate Office - 32 Crosby Dr Bedford MA 01730 - Hybrid 3 days in office

Please note: Immigration Sponsorship is not available for this role.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Consumer Support management management of internal and external consumer support to ensure a one touch resolution and premium white glove experience.
• Website Management: Oversee the brands consumer website ensuring an intuitive engaging and seamless user experience that drives conversion and customer satisfaction.
• User Experience (UX) Optimization: Leverage data analytics user behavior insights and A/B testing to continuously improve website usability design and functionality.
• Technology & Platform Oversight: Manage and collaborate with internal teams and external vendors to maintain and enhance website infrastructure CMS eCommerce platforms and third-party integrations.
• Email & CRM Strategy: Develop and execute an email marketing strategy leveraging automation segmentation and personalization to maximize customer lifetime value.
• Loyalty Program & Recurring Revenue: Develop and optimize a loyalty program to increase customer retention and drive recurring revenue from repeat purchasers on the website.
• First-Party Data Capture & Utilization: Implement and optimize strategies for collecting and leveraging first-party data from site visitors and purchasers to improve personalization aide brand marketing effectiveness and inform customer insights.
• Analytics & Performance Tracking: Monitor website and email performance using analytics tools and report on insights to drive data-informed decisions.
• Consumer Reviews: capture and analyze consumer feedback in form of consumer reviews across the digital space and in the customer support environment to identify trends actions to be taken and opportunities to continuously improve consumer sentiment profile.
• Cross-functional Collaboration: Work closely with Marketing Innovation Sales and IT teams to align digital initiatives with broader business goals.
• Compliance & Best Practices: Ensure digital platforms align with privacy regulations security standards and industry best practices.
• Innovation & Trends: Stay updated on digital trends emerging technologies and consumer behaviors to drive innovation and competitive advantage.

THE IDEAL CANDIDATE:

• Lives our core values of Drive Ownership Integrity Teamwork and Evolution
• Authentic and personable humble smart
• Relentless work ethic juiced by results not titles or activities
• Externally competitive internally collaborative
• Has exceptional communication skills both written and verbal with the ability to articulate complex ideas clearly and persuasively
• The ability to inspire internal and external partners to produce superior strategic and creative output
• Highly resourceful. Hands-on and practical
• Chooses curiosity and a commitment to learning over being right
• Radically candid always with positive intention
• Motivated by challenge resilient in the face of setbacks or adversity
• Able to critically think and navigate within a variety of ambiguous situations
• Even keeled energy brings calm to chaos low drama
• Make impeccable agreements delivers end to end results with excellence
• Makes high quality data-based decisions with autonomy
• Unquenchable thirst for learning and self-improvement
• Effective communicator meeting people where they are
• Manages multiple complex and competing priorities

COMPENSATION

Compensation for this position will include a competitive base salary ($120600 - $156300) and an Annual Target Bonus program-details provided separately. Benefits for this position will consist of vacation benefits at a competitive level along with 9 paid holidays 2 Floating Holidays and a day off for your Birthday! Additionally a company shutdown period is offered for one week between Christmas and New Years Day.

We are proud to offer a competitive & valuable benefits package that enables you to protect your health your family and your way of life. It includes best-in-class medical & dental insurance where Thermacell pays for 82.5% of the premiums; Thermacell also pays for the first half of your medical deductible through our Health Reimbursement Account. Long & Short-term Disability & Group Term Life insurance (one-time base salary plus bonus up to max) is also available at no cost to you. Forty hours of sick time is also available on your first day of employment.

Additionally you will have access to a variety of additional benefits such as vision supplemental life critical illness Medical FSA (Flexible Spending Account) Dependent Care FSA accident SecureSave savings account EAP (Employee Assistance Program) product benefit wellness benefit and pet insurance for your furry family members! You can find all the details and additional discounts in our benefits guide.

You may start contributing to our 401k after completing 30 days of service (enrolling on the first of the following month). You will be eligible for the employer match up to 4% (base salary overtime wages - subject to the IRS (Internal Revenue Service) legal limit) after completing one year of service.

WHY WORK HERE

We are proud of our company culture its the fuel behind our dynamic and buzzing community! Our people are authentic competitive and compassionate. Its truly a unique formula for success.

We believe in the virtuous cycle of thriving employees fueling a thriving business. We believe in growing great leaders and helping people to unleash their full human potential. We believe in creating a frictionless organization where clarity and empowerment to do the work that matters as fast as possible. We believe in making impeccable agreements and relentlessly tracking exceptional results and celebrating achievements together! We believe in creating inspiring impact everywhere we can in support of our mission where everyone can be a force multiplier.

OUR CORE VALUES:

• Drive An optimistic can-do spirit a passion to delight our consumer a belief in the importance of determination and the freedom to make a difference.
• Ownership We are empowered to take accountability for our contributions and desire to do the highest quality work with responsible urgency to drive business results.
• Integrity We will always do the right thing guided by truth and sincerity. We exercise constructive candor and have the willingness to challenge and be challenged in all interactions.
• Teamwork The belief that we is greater than me and with collective brainpower we are better together. We are a community of compassionate support and collective success. We win as one and play hard in celebration together.
• Evolution We are committed to continuous improvement always learning growing and adapting to constant change. We seek progress over perfection.

OUR COMMITMENT: Thermacell is committed to preserving a culture of diversity inclusion and belonging. The collective sum of our individual differences knowledge life experiences and unique talents represents a significant part of our culture and is the foundation for our accomplishments and impact. We strive to create a supportive community where we all can show up as our authentic selves and are confident and comfortable to be genuine with our teammates in our day-to-day work environment. We are proud to be an equal-opportunity employer. We do not discriminate on the basis of race color religion citizenship national origin sex (including pregnancy) sexual orientation gender identity or expression age physical or mental disability veteran status marital status genetic information or any other characteristic protected by state federal or local law.

OUR AWARDS: Popular Mechanics - Grand Award Winner - Recreation - Best of Whats New 2018 New York Times Wirecutter - The Best Mosquito Control Gear for Your Patio or Yard Outside Magazine - Best Car Camping Gear 2018 Backpacker Magazine - Best Backpacking Accessory 2019 Field & Stream Best of the Best Award - Good Housekeeping Research Institute #1 Tabletop Mosquito Repellent LIV Smart Mosquito Repellent System - CES TWICE AwardsCanadian Tire Digital Excellence Award CES New Tech Award IDEA Good Design Award Good Housekeeping Home Products Award - This Old House Editors Choice Time Magazine Best Inventions 2022 Outside Gear Guide Editors Choice 2022 NYT Wirecutter pick for The Best Mosquito Control Gear for your Patio or Yard 2023 CNN Underscored Editors Pick 2024 Great Place to Work Award 2025

SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED

• Bachelors degree from an accredited institution in Marketing Digital Media Business or a related field.
• 5 years of experience in digital marketing eCommerce or digital product management with a consumer goods brand ideally on seasonal or regulated industries.
• Proven experience managing DTC websites digital marketing campaigns and UX optimization.
• Experience in Customer service as part of total consumer experience.
• Strong knowledge of website analytics tools (Google Analytics Hotjar etc.) and digital marketing platforms.
• Experience with content management systems (CMS) eCommerce platforms (Shopify Magento or similar) and marketing automation tools.
• Strong project management and problem-solving skills with an ability to manage multiple initiatives simultaneously.
• Excellent communication skills and a collaborative mindset to work cross-functionally.
• Technical acumen with a working understanding of HTML CSS SEO and web development processes is a plus.