Corporate Receptionist
The Corporate Receptionist is responsible for delivering exceptional customer service to guests and visitors. This position is incredibly important to ThermoWorks as this person is the face of our company and the first/last person to interact with our customers.
The Corporate Receptionist must represent ThermoWorks with the utmost professionalism and highest quality of service.
Essential Responsibilities
- Greet and welcome visitors, customers, employees, and vendors with a smile and professional demeanor
- Promote a positive and welcoming front desk environment
- Answer and direct phone calls to appropriate staff
- Maintain a clean and organized front office area including keeping counters clear of clutter and boxes. Makes sure the physical appearance of the entrance and reception area projects competence and professional excellence.
- Follow opening and closing procedures for front desk
- Communicate with appropriate staff when the front entrance or other public areas need attention
- Notify appropriate staff when visitors arrive
- Direct deliveries (UPS, FedEx, USPS) to receiving dock
- Ensure customers are assisted promptly at the store by contacting a member of Sales or Customer Care teams
- Quickly become familiar with the company staff, organization and culture
- Assist the Customer Care team and other departments with administrative tasks as needed
- Personally projects the positive aspects of ThermoWorks culture
- Perform other duties as assigned
Qualifications
- Excellent and assertive verbal, written and listening communication skills
- 2 - 3 years experience in a professional office environment in similar position
- Professional demeanor and appearance
- Must be assertive, outgoing, personable and customer service-centric
- Proficient in Google platforms: Gmail, Google Calendar, Google Chat
- Must be a model of company loyalty and the highest standards of work ethics
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
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.
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
Fulfillment Associate
ThermoWorks is seeking a reliable, motivated, and detail-oriented Fulfillment Associate. In this role, you will be a crucial part of our supply chain, ensuring that customer orders are accurately picked, packed, and shipped to our customers.
Essential Responsibilities:
- Ship product
- Pick orders
- Assemble boxes
- Stock product
- Occasional gift wrapping
- Must work Black Friday weekend
- Perform other duties as assigned
Minimum Qualifications:
- Ability to stand and walk for the duration of the shift and comfortably lift up to 20 lbs multiple times daily
- High accuracy, attention to detail, and commitment to excellence
- Strong work ethic, punctual attendance, and reliable transportation
- Good communication skills and a positive attitude when collaborating with supervisors and peers
- Ability to work in a fast-paced environment, especially during the holiday season
