Director Of Retention Marketing

We're building the future of advertising and are looking for the minds to help us do it.

Darkroom is a progressive omnichannel growth marketing agency focused on retail, e-commerce, and consumer businesses. We have been recognized as one of the fastest growing private companies in America by Inc. 5000 (2023), a top 1% digital advertiser by Varos (2023), and our founders were named Forbes 30 Under 30 recipients for Marketing and Advertising North America (2024).

This is a remote role, and is open to candidates based in the state(s) of Pennsylvania, New York, or Florida, and must have the right to work within the United States.

Darkroom is seeking an experienced, highly organized, and innovative Director of Retention to lead our growing Retention Marketing team. In this role, you'll oversee email, SMS, and customer loyalty strategies, ensuring seamless execution and driving exceptional client results. This position is perfect for a data-driven leader who thrives on building high-performing teams, operational excellence, and delivering best-in-class retention strategies for innovative e-commerce and DTC brands.

Responsibilities

Team Leadership and Development

• Lead, mentor, and develop a team of Retention Managers & Associates, ensuring their professional growth through robust training programs, performance reviews, and clear development roadmaps.

• Design and implement scalable training and onboarding programs to equip the team with best practices in email, SMS, and loyalty marketing.

• Oversee a remote team structure, including offshore team members, fostering collaboration and alignment across time zones.

Operational Excellence

• Develop and refine Standard Operating Procedures (SOPs) to ensure consistent and high-quality client deliverables.

• Maintain and improve organizational processes to manage client projects, deadlines, and team workloads effectively.

• Collaborate with cross-functional teams to align retention marketing strategies with broader business goals.

Client Strategy and Execution

• Serve as the senior point of contact for select high-priority clients, providing strategic guidance and ensuring client satisfaction.

• Develop data-driven retention marketing strategies to enhance customer loyalty, increase LTV, and achieve client revenue goals.

• Audit and enhance client email and SMS workflows, automation, and lifecycle marketing programs.

• Partner with creative teams to deliver innovative campaign concepts and messaging that resonate with target audiences.

Data-Driven Insights

• Establish and track KPIs for all retention efforts, creating actionable insights and recommendations for optimization.

• Guide the team in leveraging data and analytics to inform decision-making and improve client campaign performance.

Collaboration and Leadership

• Act as the primary liaison between Retention Marketing, Performance Marketing, and Creative teams to ensure cohesive and effective campaigns.

• Contribute to the development of new retention services and offerings, ensuring they align with client needs and industry trends.

• Handle escalations and troubleshoot client or project challenges, ensuring solutions align with company values and client expectations.

Who You Are

• 8+ years of digital marketing experience, with a focus on retention marketing, email, and SMS.

• Demonstrated expertise in developing and managing customer loyalty programs and retention strategies.

• Expertise in utilizing top Shopify apps such as ReCharge, Wonderment, Yotpo, Judge.me, Unveild, Black Crow and more to grow retention performance and customer loyalty

• Proven experience leading and mentoring teams, with a strong emphasis on training, development, and performance management.

• Familiarity with working with offshore teams and managing cross-time-zone collaboration.

• Advanced knowledge of Klaviyo, Shopify, and SMS platforms like Attentive, PostScript, or SMSBump.

• Highly skilled in developing SOPs and implementing processes that ensure operational efficiency.

• Excellent organizational skills, with the ability to manage multiple projects and deadlines simultaneously.

• Strong analytical mindset; comfortable interpreting data and translating insights into actionable strategies.

• Exceptional communication and presentation skills, capable of engaging with both clients and internal stakeholders at all levels.

What Sets You Apart

• Passionate about fostering a culture of learning and excellence within your team.

• Deep understanding of the DTC and e-commerce landscape, including emerging trends and technologies.

• A creative problem-solver who thrives in a fast-paced, client-focused environment.

What it's like to work at Darkroom

We're building the future of advertising and are looking for the minds to help us do it. We only seek out the best—from our clients to our people. Our team is our most sacred asset, and we offer highly competitive salaries and the following perks:

• Unlimited Vacation Policy and Holidays: Rebooting is one of the most important parts of growth. At Darkroom, you have access to a flexible vacation policy and 10 holidays throughout the year to keep you recharged and sharp.

• Location, location, (or no) location: Remote-first culture with a strong community base. With Hubs in the Bay Area, New York, Philly, Lisbon, Sao Paulo, and Barcelona!

• Health & Wellness: Company-sponsored medical, dental, and vision benefits with, so you can stay as healthy as can be.

• Finances, growth, and retirement: After one year with Darkroom, we deliver a robust 401k program with company match, equity incentives, and a profit-sharing opportunity so we can help you save as the company grows.

• Endless opportunities for growth: Our agency is founded on an interdisciplinary approach, giving Darkroomers insights into services far beyond your job description. Grow your skills and interests beyond your niche and stay at the forefront of the industry through total immersion in cross-functional collaboration.

• Parental Leave: flexible parental leave benefits to support new parents during this important transition, ensuring time to bond with their families while maintaining work-life balance.

Equal Opportunity Statement

Darkroom is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements