Associate Director, Retention

Summary

Join Darkroom, a rapidly growing omnichannel marketing agency, as an Associate Director, Retention! This fully remote role, open to candidates in Portugal, Mexico, Brazil, and Spain, requires 7+ years of digital marketing experience. You will lead a team of email, SMS, and retention marketing experts, developing and executing customer loyalty strategies for e-commerce clients. The position involves client communication, team management, data analysis, and cross-functional collaboration. Darkroom offers competitive salaries and benefits, including unlimited vacation, flexible parental leave, and a remote-first culture.

Requirements

• 7+ years of work experience in digital marketing
• Experience working in Klaviyo (or a similar ESP’s) including list segmentation, lifecycle drip automations, and triggered events
• Knowledge of Shopify and their tech stack options such as Privy, JustUno, Yotpo, Octane AI etc
• Developed SMS and loyalty programming strategies and have experience working with SMS platforms such as Attentive, PostScript, SMSBump, or Klaviyo
• Ability to make data driven decisions and excel at turning analytics into actionable SMS and email strategies that drive client revenue
• Experience developing and executing customer loyalty programs that enhance LTV
• At least one direct report before OR 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

Responsibilities

• Serve as the senior point of contact for select clients, working to develop best-in-class retention strategies
• Conduct weekly 1:1s with your direct reports and manage their workload and capacity to ensure their success
• Help train the team to help your direct reports succeed and grow
• Develop strategic campaign calendars and prioritize projects and initiatives designed to scale your clients’ email and SMS programs
• Provide support and guidance to help Retention Specialists analyze data, develop winning retention strategies and create reports for clients happiness
• Project manage and delegate client tasks to your team, consisting of both specialists and designers
• Review all client briefs and designs for approval before they are sent to the client
• Coordinate cross-departmentally with the Performance Marketing and Strategy teams to develop cohesive and creative campaigns that drive client growth
• Develop strategic KPI’s for clients and work with the retention team to create insights and actionable recommendations
• Execute on automation/flow logic set-up, pop-up builds, and app integrations

Preferred Qualifications

• Passion for e-commerce and digital marketing
• Passion for developing creative customer journeys that drive loyalty and lifetime value
• Passion for building teams, training them on best practices, and helping them grow into experts
• Immersion in scaling personalized D2C/e-commerce email and SMS programs that build deep customer relationships for clients
• Dedication to learning and being on the cutting edge of trends and best practices in the world of DTC marketing

Benefits

• 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 LA, The Bay Area, New York, Philly, Sao Paulo, Lisbon, and Eastern Europe
• 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