Sr. Manager, Consumer Experience

Description

Disclaimer: Please note, if you are selected to have an interview with Thermacell, you will receive an email from our applicant tracking system Paylocity (reply-to-sender@mail.paylocity.com) or an email from a Thermacell.net 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 careers@thermacell.net.

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 world’s 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 brand’s 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 ($120,600 - $156,300) 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 Year’s 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 – it’s the fuel behind our dynamic and buzzing community! Our people are authentic, competitive, and compassionate. It’s 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 What's 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 Awards 2022-2021 - Canadian Tire Digital Excellence Award – CES New Tech Award – IDEA Good Design Award – Good Housekeeping Home Products Award - This Old House Editor’s Choice – Time Magazine Best Inventions 2022, Outside Gear Guide Editor’s Choice 2022, NYT Wirecutter pick for “The Best Mosquito Control Gear for your Patio or Yard” 2023, CNN Underscored Editor’s Pick 2024, Great Place to Work Award 2025

Requirements

SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED

• Bachelor’s 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.