Careers

Retail Store

WEBS America's Yarn Store is growing again! We are looking for experienced knitters, with experience in crochet, weaving and/or spinning. You would be working part-time (24 hours per week) in our retail store. WEBS is a demanding, fast-paced and friendly environment with a knowledgeable staff known for its excellent customer service.

Position requirements include, but are not limited to:

  • 3 years or more of knitting experience (Required)
  • ability to interpret knitting and crochet patterns to assist our customers with appropriate yarn selections
  • knowledge of various fiber qualities and ability to recommend suitable yarn substitutions when necessary
  • basic computer and math skills
  • ease in working with a computer
  • strong background in the fiber arts
  • ability to lift 25 pounds, stand, squat, reach, bend, sit, climb, lean and stand for long periods of time
  • strong people skills
  • ability to work Saturdays and occasional Sundays
  • access to reliable transportation (WEBS is open during most New England weather conditions)
  • attend WEBS staff meetings, when scheduled
  • 1 year of crochet experience (preferred)
  • 1 year of Customer Service experience (preferred)

WEBS is open Monday - Saturday 10-5:30. We offer competitive wages, Simple 401K retirement plan and 6 paid holidays per year.

This part-time position is for 24 hours a week, 4 days a week, which includes working every Saturday.

Benefits include 401(k), 401(k) matching, employee discount, referral program, life insurance, vision insurance.

To apply, please email your resume, in addition to 3 relevant professional references, to: Bonnie
Lemme (blemme@yarn.com) by June 30, 2023. Resumes may also be dropped off in person at
WEBS, 75 Service Center Road, Northampton, MA 01060

Customer Service Manager

Easthampton, Massachusetts, United States | Full-time

The opportunity
We are looking for a strong, customer-focused leader in our global crafting business to be based in our Easthampton, Massachusetts office. This person will oversee the WEBS customer service team to maintain outstanding service to our crafting community. They will lead and motivate the team and help shape the customer service strategy to increase customer satisfaction and efficiency.

What you will be responsible for
•   Ensuring that our customer service systems, policies, communication channels and our people are primed to achieve our company goals.
•   Ensuring the voice of the customer is heard and respected throughout the entire business and that issues get resolved quickly.
•   Measuring and improving customer satisfaction (C-Sat, NPS, Post Purchase, Retention, etc.).
•   Measuring and improving efficiencies within the team using data and regular check in’s.
•   Planning and maintaining appropriate capacity in our seasonal business.
•   Collaborating with other customer service teams globally within the LoveCrafts Group and supporting integration projects within the Group including system migration and cultural integration.
•   Assisting the team to provide knowledgeable support to our crafty customers.

You will have
● Bachelor’s degree in business administration or relevant field
● A minimum of 5 years’ experience in a customer service position with at least 1 year in a management role
● Proficiency in customer service software and Google Workspace
● Superb analytical skills and the ability to translate measurements into action
● Outstanding written and verbal communication skills
● Good understanding of management practices and techniques
● Excellent leadership and interpersonal skills
● Crafting experience (ideally from Knitting, Crochet or Weaving)

What we’re offering
  • Competitive salary to reflect your skills and experience
  • Generous vacation allowance
  • Benefits including medical and dental
  • A supportive, inclusive, flexible culture and great colleagues!
Diversity is important at LoveCrafts Group Limited. We aim to attract the widest range of talent into our business to enable us to create an inclusive working environment, and to reflect and understand our customers and their needs. We welcome applications from all individuals, regardless of age, gender, ethnicity, disability, sexuality, social background, religion and/or belief. We aim to create a modern, flexible work environment that supports everyone to do their best work and therefore, we are open to having conversations about flexible working for all roles, unless operational requirements prevent otherwise. We are committed to providing a working environment where everyone’s individuality and unique contributions are recognized, valued and respected and where all of our employees have equal opportunity to grow and attain their full potential.

To apply: Email your resume and cover letter to anne.bruggink@lovecrafts.com.

HR Generalist

Location: Hybrid. Must be able to travel to Northampton office, min.2 days pw
Start date: ASAP
Hours: 3-4 days per week, between Mon-Fri
Experience: 4+ years of professional operational HR experience


About the opportunity
We’re looking for an independent, capable People (HR) Generalist to be a strong leader in our global crafting business. Based in Northampton, Massachusetts, this role will be responsible for all people-related activities in our US business: WEBS (office, store and warehouse) and LoveCrafts (remote employees across several states).

We want to create a seamless, professional and thoughtful experience for all our people no matter their location, that looks to progressive people practices to inform our focus and activities. So, we are looking for somebody who loves to roll their sleeves up and dive right in to deliver people best practice and drive the engagement and development of our US team in line with our Smart, Kind, Maker values.

If you love the challenge of managing change and focusing on process improvement while driving cultural integration, this role is for you!

This role reports to the Chief People Officer in London.

  • You’ll be a senior member of the Office team responsible for the full suite of employee lifecycle activities across our US operations at WEBS and LoveCrafts, acting as the senior person for all things “people”.
  • You’ll be a Culture Champion, modelling the way, incorporating into HR processes, and supporting management to align with company culture
  • You’ll support the execution of our HR integration roadmap. Initiatives including the integration and standardisation of global tech solutions (HRIS, ATS), vendors (such as Benefits and Payroll portals) and processes/routines
  • You’ll be accountable for all US employment legislation queries, driving Policy development and overseeing legislative compliance covering Federal and State law
  • You’ll be accountable for our Benefits, Healthcare, Payroll and Insurance providers, including contractual obligations, renegotiation of terms and / or subsequent tender processes with a broker as required
  • You will partner with managers of people to provide proactive support and interventions that result in high performing, happy teams while addressing concerns and handling any disputes, liabilities, complaints, investigations, and litigation promptly
  • You’ll deliver (and create) appropriate training interventions utilising our global Learning & Development content covering leadership, behavioural development and technical skill development
  • You’ll drive progression, development and engagement across warehouse, retail and office environments, sharing ownership of our hiring process and the candidate experience with Managers, ensuring this is clearly aligned to our culture, values and business goals
  • You’ll identify and deliver new initiatives that attract, grow and retain our talent including strategic employee engagement activities
  • You’ll work closely with the Leadership Team to drive our Diversity and Inclusion initiatives to help us achieve our mission to promote equity, opportunity and representation
  • You’ll manage the Office Manager to administer and execute all people-related activities relating to Benefits, 401(k), Payroll, onboarding and offboarding, policy compliance, digitalisation and integration alignment with global approach and support their continuing professional development
Who you are
  • You have several years experience as an HR Generalist, operating at a managerial level
  • You have strong academics in a people-related discipline and a thirst for the progressive thinking and enlightened people practices. Preferably you’ll have a degree in Human Resources, Business Management, or a related discipline. A comparable combination of course work, applicable certifications, and/or work experience may be accepted in lieu of a degree.
  • You have an excellent working knowledge of US employment law, benefits, healthcare, payroll and tax, including knowledge of HR across different states
  • You will be confident in completing the end to end recruitment process, handling rudimentary Employee and Labor Relations cases, coordinating annual salary benchmarking, reward processes and performance cycles
  • You’ll have some experience of working in either a technology, retail, or start-up/growth business environment or at least, you will have ‘startup DNA’ - you’re flexible with an “all hands on deck” mentality, self-motivated, and require little managerial direction
  • You’ve got some experience of managing change and are passionate about workplace culture
  • You are seen as the credible expert with a good dose of common sense, and people trust you
  • You bring creative and simple solutions to different problems that might arise, and you’re resilient through times of change, challenge or ambiguity
  • You will have a confident, bright personality and superb communication skills – we’re a dynamic working environment and you’ll need to be able to create and maintain great relationships across the business to get things done
  • You are self-led and able to prioritise well in a fast-paced environment with changing demands.
  • You will have an eye for detail and high standards when it comes to your work
  • Excellent knowledge of Google-suite, remote collaboration tools (Slack, Zoom etc.), HRIS, ATS applications, Benefits portals applications, and a quick learner with new systems
What we’re offering
  • Competitive salary to reflect your skills and experience
  • Generous vacation allowance
  • Benefits including medical and dental
  • A supportive, inclusive, flexible culture and great colleagues!
Diversity is important at LoveCrafts. We aim to attract the widest range of talent into our business to enable us to create an inclusive working environment, and to reflect and understand our customers and their needs. We welcome applications from all individuals, regardless of age, gender, ethnicity, disability, sexuality, social background, religion and/or belief. We aim to create a modern, flexible work environment that supports everyone to do their best work and therefore, we are open to having conversations about flexible working for all roles, unless operational requirements prevent otherwise. We are committed to providing a working environment where everyone’s individuality and unique contributions are recognized, valued and respected and where all of our employees have equal opportunity to grow and attain their full potential.

To apply: Email your resume and cover letter to rachael.power@lovecrafts.com.

General Manager

Northampton, Massachusetts, United States | Full-time

The opportunity

We are looking for a General Manager to manage a heritage business, WEBS - America’s Yarn store, that is part of a multinational crafting company. WEBS was founded in 1974 and has a special place in American crafters’ hearts. This is a unique role based in Northampton MA. Crafting knowledge is not a prerequisite, however would definitely be a huge benefit in this role. As part of the LoveCrafts Group, you will be working with an international team primarily based across the UK and US with a few locations in between.

The WEBS General Manager is responsible for driving the commercial performance of WEBS retail properties and for leading the local WEBS team, which includes a retail store, warehouse operation, and some central functions in Northampton, MA. Reporting directly into the CEO at LoveCrafts Group HQ in London, this person will work closely with the international central teams as well, namely marketing, retail, supply & demand and our program director. This is an opportunity for a professional, highly organised, all-rounder who thrives in a dynamic retail environment and is a strong people manager and problem solver.

What you will be doing
  • Managing trading performance & promotional calendar to drive WEBS’ financial results and profits
  • Working closely with the global marketing, retail and supply & demand teams to bring the promotional strategies to life in our marketing communications and ensure they’re supported with key product
  • Overseeing the Website team in delivering a great customer experience and driving the promotional plans to optimise trading results
  • Overseeing the performance of the physical retail location (WEBS - MA) to support the store managers and their teams in delivering exceptional customer service and strong results
  • Overseeing the Education & Events programming and support the team in executing retreats, classes and other events
  • Overseeing the customer service team in ensuring our customers have an excellent experience
  • Partnering with the LoveCrafts team to continue successful delivery of integration benefits for WEBS & LoveCrafts
  • Partnering with the US finance team to manage costs effectively for the local office & retail stores
  • Managing the administration of the local office
  • Acting as a cultural ambassador and key stakeholder supporting successful implementation of company-wide change and initiatives
You will have

  • Senior level experience in a team in an entrepreneurial environment, where you have held a leadership role and have taken on general management, people management and / or project management duties. We welcome applicants from a range of professional backgrounds, but retail experience is a plus.
  • Excellent IT literacy: highly confident with MS Office and learns quickly with new systems and processes
  • Excellent written and verbal communication skills
  • Confident and personable with a high affinity for building strong working relationships
  • You will be curious – a desire to understand what makes people tick, how things could work better, and what the future could look like will go a long way in making you effective in the role
  • You must be a self-starter – we’re a fast-paced, lean team that always delivers to a high standard
  • Be entrepreneurial - you’re flexible, proactive, passionate about your workplace and engaged in the shared company mission
  • A ‘safe pair of hands’: You will be someone who can be trusted to finish the details, never leaves a task half done
  • You will have an eye for detail and high standards when it comes to your surroundings – you are someone who likes to work in a clean, safe working environment, and knows what needs to be done to achieve it
  • Some experience of / appetite for crafting (particularly knitting and crochet) is always a benefit!
What we’re offering
  • The chance to join our journey in becoming the global craft destination - no biggy!
  • Competitive salary to reflect your skills and experience.
  • Flexible working with a core hours model - we trust our team to do the work needed in the way that suits you best.
  • Lots of other great benefits including stock options, 401(k) plan, medical, dental and vision insurance, employee discounts and more!
  • 25 holiday days pro rata + a day off for your birthday, because nobody should be working on their birthday!
  • Smart colleagues and supportive team who uphold our smart, kind, maker values. We don’t mean to boast, but you will genuinely find a fantastic team of really bright, motivated, and driven individuals who will support you at every stage of your journey.

CLICK HERE TO APPLY

A little about Lovecrafts Group

At LoveCrafts we’re building an online community for crafters: a home for makers where they can find inspiration for their latest projects, learn new techniques, easily source all their supplies and share their creations with like-minded makers around the world.

Since launching in 2012, we’ve grown incredibly quickly. We've graduated from the Future Fifty, were 20th place on the FT’s list of fastest growing European companies, all thanks to the hard work of our team of smart, kind makers based across the globe with hubs in London, Kyiv and in the USA. We’ve been fuelled by investment from Europe’s leading venture capital firms; Balderton Capital (LoveFilm, The Hut) funded our Series A round, followed by Highland Europe (Photobox, WeTransfer), Scottish Equity Partners (Skyscanner, Matches Fashion) and most recently BGF (Unruly, Gousto).

In 2020 we acquired WEBS, also known as America’s Yarn Store, the largest online knitting, crochet and weaving business and most recently in 2022 we acquired some of the Deramores assets, including its yarn stock, digital assets, patterns and tutorials. The acquisition of the successful family-run business WEBS and the important UK crafting site Deramores marks a significant milestone in our journey to becoming the end-to-end destination for craft enthusiasts around the world.

We’re playing with the very best in web, mobile, social, commerce and media technology as we create the perfect digital business for all things craft related. Our team is filled with ambitious, curious, entrepreneurial and occasionally kooky makers. We hire and nurture inquisitive, creative minds looking to flourish in a supportive and collaborative environment.

Diversity is important at LoveCrafts. We aim to attract the widest range of talent into our business to enable us to create an inclusive working environment, and to reflect and understand our customers and their needs. We welcome applications from all individuals, regardless of age, gender, ethnicity, disability, sexuality, social background, religion and/or belief. We aim to create a modern, flexible work environment that supports everyone to do their best work and therefore, we are open to having conversations about flexible working for all roles, unless operational requirements prevent otherwise. We are committed to providing a working environment where everyone’s individuality and unique contributions are recognised, valued and respected and where all of our employees have equal opportunity to grow and attain their full potential.
If you're interested in a position at WEBS that is not currently open, we are always accepting applications and resumes to keep on file. When a position opens, we will call qualified candidates to schedule interviews.

Please email your resume to the head of the department you wish to apply for. Or you may mail to WEBS, 75 Service Center Road, Northampton, MA 01060 attention to the department head specified below.

  • Retail Store - contact Bonnie Lemme: blemme@yarn.com
  • Shipping - contact Richard Irvine: rirvine@yarn.com
  • Customer Service - contact Sarah Teague: steague@yarn.com