Head of Client Services

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).
We are seeking an experienced growth Marketing leader to join our e-commerce agency focused on serving restaurant groups.
**Overview**:
We're seeking a highly-organized and data driven leader for our Growth Marketing team at Spice.
This role's mission is firmly fixed on client retention, which is primarily a function of service excellence, streamlined operations, employee happiness, and at the beginning, jumping in when needed to plug holes with IC work.
You are the leader of Spice's "product" — which is our platform of services. You are responsible to overseeing everything post-sale from our operations team.
This requires a 30-day, 90-day, and 12-month view:
- 30-day What are the current existential threats / urgent churn risks?
- 90-day What are the most important process updates / new service roll-outs?
- 12-month What is the future state of our service architecture in order to adapt to market needs?
**Top KPIs**:
- Churn % (Monthly/Quarterly)
- Deliverable Output Pacing Per Client (Monthly)
- Business Performance Pacing Per Client (Monthly/Quarterly)
- Upsell % (Monthly/Quarterly)
- Maintain Goal Contribution Margin per Department / Service (Monthly)
- Monitor & Help Enable Marketplace Platform Spend % and Revenue under Management Growth
- Overall Client Satisfaction (Monthly)
- Client Discounts / Accounts Receivable from Client Dissatisfaction kept at $0 (Monthly)
- Support On-time Payments with Director of Finance (Weekly/Monthly)
**Core Responsibilities**:
**Current Services & Clientele**:
- Ensure Growth Managers & Retention Associates have access to new sales and churn dashboards/insights and are taking action on: hiring, off-boarding, and all other staffing decisions based on this info proactively
- Delegate and project manage new process creation to enhance service quality
- Support Retention Associates with account strategy, reporting, & optimizations
- Support Growth Managers with account strategy, reporting, &
- Ensure both Growth Managers & Retention Associates are proactively planning campaigns for clients
- Provide "boots on ground" support alongside team members when there is a client complaint
- Jump in to fill gaps when IC's are on vacation or not meeting quality of service requirements
- Ensure Growth Managers & Retention Associates have access to new sales and churn dashboards/insights and are taking action on: hiring, off-boarding, and all other staffing decisions based on this info proactively
- Delegate and project manage new process creation to enhance service quality
- Support Retention Associates with account strategy, reporting, & optimizations
- Support Growth Managers with account strategy, reporting, &
- Ensure both Growth Managers & Retention Associates are proactively planning campaigns for clients
- Provide "boots on ground" support alongside team members when there is a client complaint
- Jump in to fill gaps when IC's are on vacation or not meeting quality of service requirements
**Operations**:
- Manage people ops and client ops to ensure:
- Net-new employees are being onboarded properly and in an efficient manner
- Ensure all changes to departments and individuals are being updated across all systems, and communicated company-wide effectively
- Work to reduce friction from re-staffing or individual role changes
- Client onboarding is made more and more streamlined and precise over time
- Managing Growth Managers, enruingNothing is being missed for active clients or off-boarding clients such that they would ask for a discount
- Maintain quarterly cadence procedures related to operations:
- Client onboarding checklist updates
- Client dashboard / portal template updates
- Employee onboarding checklist updates
- Personal dashboard template updates
- Service scope updates / trainings
- Manage people ops and client ops to ensure:
- Net-new employees are being onboarded properly and in an efficient manner
- Ensure all changes to departments and individuals are being updated across all systems, and communicated company-wide effectively
- Work to reduce friction from re-staffing or individual role changes
- Client onboarding is made more and more streamlined and precise over time
- Managing Growth Managers, enruingNothing is being missed for active clients or off-boarding clients such that they would ask for a discount
- Maintain quarterly cadence procedures related to operations:
- Client onboarding checklist updates
- Client dashboard / portal template updates
- Employee onboarding checklist updates
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