Senior Retention Manager
Customer retention and lifetime value are critical drivers of our direct business. This role leads the overarching strategy and performance of our post-purchase customer journey, overseeing email, SMS, loyalty, and repeat purchasing behavior (D2B and D2C). You will manage two specialists, guiding the tactical execution of campaigns while focusing on program architecture, cohort analysis, and the overarching retention strategy.
Because our visual presentation is just as important as our messaging, this role requires a strong eye for design and product marketing. You will help define the retention strategy in close collaboration with the VP of Marketing and Director of E-commerce. This is a strategic leadership role for someone who is comfortable setting the high-level roadmap while ensuring the creative execution is flawless.
Essential Responsibilities
Retention Strategy & Performance
- Partner with the Director of eCommerce and VP of Marketing to define and execute the holistic retention strategy.
- Own customer retention performance, including Customer Lifetime Value (LTV), repeat purchase rate, churn reduction, and overarching revenue contribution.
- Build and manage a strategic retention calendar that balances promotions, product launches, lifecycle messaging, and loyalty initiatives across our Home-User and Business Segments.
- Maintain a thoughtful balance between aggressive revenue goals and long-term brand equity and list health.
Campaign Direction & Visual Design
- Lead specialists to plan, build, QA, and execute campaigns across email, SMS, and other retention channels.
- Act as the creative guide: utilize your design experience and strong eye for detail to ensure all assets are visually compelling and effectively market the product.
- Review and refine both messaging and visual design to ensure clarity, consistency, and alignment with our premium brand voice.
- Direct A/B testing strategies (visual layouts, subject lines, timing, segmentation, offers) and apply learnings to future creative.
Lifecycle, Loyalty & Automation
- Own, evolve, and architect the overarching customer journey mapping and lifecycle flows.
- Continuously optimize automated flows to improve conversion, reduce churn, and elevate the post-purchase customer experience.
- Develop and manage customer loyalty or VIP initiatives to incentivize repeat business.
- Partner with the e-commerce and marketing teams to ensure a seamless visual and strategic alignment across all touchpoints.
Platform & Stack Ownership
- Serve as the internal strategic expert on Klaviyo and our broader retention tech stack.
- Build and manage advanced segmentation strategies based on behavior, purchase history, predictive analytics, and engagement.
- Ensure data and integrations support effective targeting, personalization, and reporting.
- Stay current on platform capabilities, industry trends, and design best practices, applying them where relevant.
Reporting & Insights
- Own comprehensive reporting across retention efforts, including:LTV, AOV, and Repeat Purchase RatesRevenue contribution from owned channelsConversion, engagement metrics, deliverability, and list health
- Translate raw performance data and cohort analyses into clear insights and actionable strategic pivots.
- Monitor trends and proactively address both technical issues and creative fatigue.
Team Leadership
- Manage, mentor, and develop two email/SMS specialists.
- Provide clear strategic direction, design feedback, and professional support.
- Delegate tactical execution effectively while contributing directly to high-level builds or creative troubleshooting when needed.
Qualifications
Experience
- 6–8+ years of experience in retention marketing, email/SMS strategy, or customer lifecycle management, ideally in a DTC or ecommerce environment.
- Proven experience owning LTV metrics and significantly contributing to a revenue-driving retention program.
- Design and creative experience; you don't need to be a full-time graphic designer, but you must have a proven eye for visual marketing, layout, and product presentation.
- Strategic experience with Klaviyo (required) and loyalty platforms.
Skills
- Strong strategic mindset with a deep understanding of customer psychology and cohort analysis.
- Exceptional eye for design and detail, with the ability to provide actionable creative feedback on visual assets.
- Thoughtful approach to advanced segmentation and personalization.
- Comfort working with complex data and making performance-driven decisions.
- Ability to balance high-level strategy with the demands of a fast-paced environment.
The Right Fit
- Continuous Improvement Mindset - regularly evaluates processes, visual creative, and execution to raise performance.
- Creative yet Analytical - seamlessly blends a strong design aesthetic with hardcore data analysis.
- Takes ownership of outcomes and follows through.
- Collaborative leader who can empower direct reports while maintaining high standards for the final product.
- Values both measurable performance and a beautiful, cohesive customer experience.
Small Electronics Tech Support
At ThermoWorks, our employees are a critical part of our industry leadership in food thermometers. Our products are preferred among leading chefs, competition BBQ teams, and such food authorities as the New York Times, Martha Stewart, SeriousEats, Bon Appetit, Good Housekeeping, and many others. Our customer-facing employees (you!) create unforgettable, loyalty-building experiences with our customers.
The Small Electronics Technician provides world-class expertise, consultation, and troubleshooting support to our customers--creating for them, in the process, uncommonly memorable experiences. The successful candidate is dependable, coachable, smart, curious, professional, and enjoys learning new things with a positive attitude.
Schedule:
- 9am - 6pm (Monday - Friday) and every other Saturday 8am- 5pm
- This position requires full-time onsite presence. Remote work or hybrid scheduling is not available for this role.
Essential Responsibilities:
- Effectively educate customers on product use and assist them in fully utilizing available features
- Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concerns
- Answer and process customer service calls and emails efficiently and effectively to optimize the customer experience
- Ability to work Saturdays
- Perform other duties as assigned
Qualifications:
Required Skills & Experience:
- Eagerness to learn and ability to retain detailed knowledge
- Excellent customer service and interpersonal skills with the ability to professionally handle and resolve stressful situations
- Proven track record of solving customer problems by phone, chat, and emails
- Excellent communication skills, both written and verbal, including telephone skills, email correspondence, spelling, punctuation, and clarity
- Must have solid electro-mechanical aptitude and the ability to logically troubleshoot and problem solve
- Proficient with Google Suite apps (Gmail, Docs, Calendar, Sheets)
- Passion for cooking and barbequing (BBQ) a plus
Small Electronics Repair Lead
As our Small Electronics Repair Lead, you will be a primary guide for our repairs processes. You will ensure that the effort of our technicians to diagnose, troubleshoot, and repair our products result in ThermoWorks’ quality standards being met and our customers correctly taken care of.
Our products are preferred among leading chefs, competition BBQ teams, and such food authorities as the New York Times, Martha Stewart, SeriousEats, Bon Appetit, Good Housekeeping, etc.
Schedule:
- Monday - Friday, 8 am - 5 pm
Essential Responsibilities:
- Organize and manage case flow, ensuring adherence to a First-In, First-Out (FIFO) methodology
- Respond to case inquiry requests
- Coordinate repair training sessions
- Monitor and update relevant reports
- Manage the inventory and ordering of repair parts and tools
- Conduct quality assurance inspections of all outgoing repairs
- Ensure compliance with customer-specific processes
- Perform all other assigned duties
Qualifications:
- Must have solid electro-mechanical aptitude and the ability to logically troubleshoot and resolve technical issues
- Ability to effectively navigate various computer platforms
- Demonstrated eagerness to learn and ability to retain detailed knowledge
- Proven track record of successful problem-solving
- Exceptional attention to detail
- Superior time management and organizational abilities
- Demonstrated ability to assume responsibility and accountability
- Capacity to work both independently and collaboratively within a team, and to effectively receive and respond to instructions
Customer Care Specialist
The Customer Care Specialist is a vital link between the company and our customers, providing an outstanding customer experience and expert advice on our products’ usability and features.
Schedule:
- Monday - Friday, 9am - 6pm. Every other Saturday 8am - 5pm.
- Additional 25% an hour is paid for Saturday shifts
Essential Responsibilities:
- Learn about ThermoWorks and its products (applications and technical know-how) so you can help customers from an experienced point of view
- Master product knowledge to be able to educate customers and suggest and sell products that meet their needs and wants
- Answer inbound calls, emails, chats and texts, take customer orders (answer product questions, guide customers in their purchase decision), approve orders taken online, and route calls to other team members as needed
- Ensure customers are treated respectfully, professionally and that every inquiry receives a complete and helpful response
- Build customer loyalty through every interaction
- Daily interaction with both experts and novices in commercial foods, competition BBQ, home cooking and baking
- Maintain the integrity of our customer database, ensuring information is accurate, complete and not duplicated
- Perform other duties as assigned
Minimum Qualifications:
- 3 years of customer service experience
- The ideal candidate has a demonstrated interest and enthusiasm for cooking, baking, and/or BBQ. She/He will be expected to become technically expert in ThermoWorks products and their use in food preparation.
- Excellent communication skills, both written and verbal
- Excellent computer skills
- Extreme attention to detail
- Excellent time management and organizational skills
- Proven ability to take responsibility and accountability
- Ability to work both independently and with a team and to receive and respond to instructions
