Director of Retention Marketing

Summary

Join Darkroom, a rapidly growing omnichannel marketing agency, as their Director of Retention! This remote role, open to candidates in Pennsylvania, New York, or Florida, requires leading and developing a retention marketing team. You will oversee email, SMS, and customer loyalty strategies, ensuring exceptional client results. The ideal candidate is a data-driven leader with proven experience in building high-performing teams and delivering best-in-class retention strategies for e-commerce brands. This position offers a competitive salary and benefits package, including unlimited vacation, remote work flexibility, and comprehensive health and wellness benefits.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• 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

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 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