Head of Client Services

Summary

Join Darkroom, a rapidly growing marketing agency, as a Growth Marketing Leader for our e-commerce team focused on restaurant groups. This fully remote role, open to candidates in Mexico, Portugal, Spain, and Brazil, requires a data-driven leader to oversee post-sale operations, focusing on client retention and service excellence. You will manage a team, develop processes, and ensure client satisfaction. The position demands a strategic, long-term vision for service architecture and requires proficiency in various marketing channels and data analysis. Darkroom offers competitive salaries and benefits, including unlimited vacation, remote work options, equity incentives, profit sharing, and parental leave.

Requirements

• Experienced Growth Marketer managing & running paid media campaigns
• Experienced with B2C email marketing campaign planning & management (Klaviyo, Mailchimp, etc)
• Experienced with marketplace storefront optimization (Amazon, Uber Eats, DoorDash, Instacart)
• Comfortable pulling, organizing, & sharing key insights from large data sets
• Data-driven manager & decision maker
• Highly-organized
• Knowledge of restaurant tech platforms: delivery apps and direct ordering (D2C) platforms

Responsibilities

• 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
• 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, ensuring Nothing 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
• Report during in Spice weekly management meeting - Monday
• Run growth manager weekly meeting
• Run email marketing & retention meeting
• End of week operations syncs
• End of week department head huddles

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!
• Finances, growth, and retirement: 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