Retention Manager

About Darkroom

Darkroom is a technology-driven growth marketing firm focused on growth-stage consumer companies. We were founded in 2017 out of a conviction that the iconic ad agencies of tomorrow would look very different. Darkroom is a human services firm built on a universal AI commerce layer called Matter. Our model deploys a unique blend of senior, human resources enriched by an agentic technology stack that enhances output, efficiency, and revenue generation for our clients.

Our team has been responsible for billions of dollars in trackable revenue across the various e-commerce marketplace, direct-to-consumer, and social commerce programs under management. Using research aggregated across these engagements, we accelerate results for our portfolio by developing high-impact digital strategies that unlock gateways to revenue growth, transform marketing operations, and prioritize profitability.

What started as a boutique design agency evolved into one of the fastest-growing private companies in America (Inc. 5000), one of the most successful results-driven performance media agencies of the 2020s (Varos), and esteemed recognition by Forbes 30 Under 30 for our founders' contribution in Marketing & Advertising (Forbes).

About the Role

We are looking for a highly innovative, data-driven Retention Marketing Manager, who's motivated by the challenge of working with some of the fastest growing e-commerce and digital brands.

You will join a team of email, SMS and retention marketing industry experts to drive client revenue, partner with internal cross functional colleagues to go deeper on understanding our customer needs and insights with a specific focus on deepening retention and building loyalty. You will lead a cross-functional team to build creative strategies in email and SMS campaign development to help our clients grow.

This is a fully remote role supporting a team in the EST time zone and is open to candidates based in Spain, Mexico, Portugal, and Brazil.

You should apply if this sounds like you:

You're passionate about e-commerce and digital marketing. You're immersed in the world of direct-to-consumer growth marketing and love connecting strategy, creativity, and data to drive results.

• 5+ years of experience in digital marketing, with hands-on retention experience.

• You immerse yourself in scaling personalized D2C/e-commerce email and SMS programs that build deep customer relationships for clients.

• You can creatively message the value propositions of any brand's product catalog to create email and SMS campaigns that customers find to be engaging, informative, and persuasive.

• You're passionate about developing creative customer journeys and loyalty programs that drive loyalty and lifetime value.

• You have experience working in Klaviyo (or a similar ESP's) including list segmentation, lifecycle drip automations, and triggered events. Additionally, you have knowledge of Shopify and their tech stack options such as Privy, JustUno, Yotpo, Octane AI etc.

• You have developed SMS and loyalty programming strategies and have experience working with SMS platforms such as Attentive, PostScript, SMSBump, or Klaviyo.

• You're used to working in a fast paced environment and can project manage multiple tasks at once for yourself, your team and your clients.

• You love making data driven decisions and excel at turning analytics into actionable SMS and email strategies that drive client revenue.

• You dedicate time to learning and being on the cutting edge of trends and best practices in the world of DTC marketing.

• You have experience developing and executing customer loyalty programs that enhance LTV.

• You've had at least one direct report before and exceptional leadership skills working with cross-functional teams.

• Excellent verbal and written communication and presentation skills, plus ability to clearly articulate and express complex and sometimes technical ideas to a wide variety of people and groups at any level.

A Day in the Life:

• Serve as the primary retention lead for select clients, working to develop best-in-class retention strategies. On a bi-weekly basis, you will lead meetings with clients to discuss current and future initiatives.

• Report on strategic KPIs for clients, creating insights and actionable recommendations to grow client retention engagement and revenue.

• Develop strategic campaign calendars and prioritize projects and initiatives designed to scale your clients' email, SMS, loyalty and subscription programs.

• Project manage and delegate campaign briefs to your team, consisting of both retention specialists and designers.

• Review all client briefs and designs for approval before they are sent to the client to ensure campaign quality and accuracy.

• Assign segmentation and QA email and SMS campaigns ensuring flawless delivery to customer audiences.

• Execute on automation/flow logic set-up, pop-up builds, and app integrations.

• Coordinate cross-departmentally with the Growth, Digital, and Marketplaces teams to develop cohesive campaigns that drive client growth.

Working at Darkroom

Darkroom is not a typical agency. We are looking for A players that want to build something great. There is no room in our organization for mediocrity and candidates that are not at the top of their game do not last. We move fast, think deeply, and expect every team member to bring insight and rigor to everything they touch. We hold a high bar for performance, creativity, and ownership — but we also support each other relentlessly. No egos, no red tape — just world-class talent building something remarkable.

We believe in autonomy with accountability, truth over comfort, and outcomes over optics. If you want to build and win alongside some of the smartest people in the business, you'll thrive here.

• 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

• 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.

• 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.

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.