The posting
ABOUT DARKROOM
Darkroom is the leading next-generation growth marketing firm engineering the brands of tomorrow. Founded in 2017, we set out to redefine what a modern agency could be, by replacing the inertia of legacy advertising behemoths with a model built for speed, intelligence, and measurable impact.
At our core, Darkroom is a human services company powered by Shadow, a universal AI commerce layer that integrates executive-level strategy with proprietary agentic technology. This fusion enables our teams to deliver outsized returns by enhancing creative output, operational efficiency, and revenue generation across every stage of the customer journey.
Our track record speaks for itself: billions in attributable revenue driven across e-commerce marketplaces, media networks, DTC ecosystems, and social commerce platforms. Every engagement feeds into our proprietary data infrastructure, enabling a continuous feedback loop that accelerates growth, improves margins, and compounds results across our client portfolio.
What began as a boutique design studio has evolved into one of the fastest-growing private companies in America (Inc. 5000) and among the most effective performance media agencies of the 2020s (Varos). Our founders were recognized by Forbes 30 Under 30 for advancing the intersection of technology, marketing, and advertising, cementing Darkroom’s role as a defining player in the future of media innovation.
This is a talent pool for future US-based opportunities. We are not actively hiring for this position at this time.
ABOUT THE ROLE
The Lead, Retention combines strategic account ownership, hands-on CRM expertise, and team leadership to help direct-to-consumer brands grow customer lifetime value. In this role, you would own retention strategy and client relationships across a portfolio of e-commerce accounts, translating business goals and customer insights into email, SMS, subscription, and loyalty programs that drive measurable revenue and repeat purchase.
Working with the Director of Retention and partnering closely with Performance Marketing, Creative, and Strategy teams, you would lead the roadmap from customer acquisition through first purchase, repeat purchase, subscription retention, and win-back.
This role is designed for an experienced strategist and operator who can lead senior client conversations, connect lifecycle performance to commercial outcomes, and guide specialists through complex execution without losing touch with the work.
WHAT YOU’LL DO
- Own retention strategy, client relationships, and performance roadmaps for a portfolio of DTC accounts, serving as a senior strategic partner rather than simply managing campaign delivery.
- Translate client objectives into clear KPI frameworks, retention revenue forecasts, and prioritized plans. Explain performance, identify gaps, and recommend actions to improve results.
- Build lifecycle strategies spanning lead capture, welcome and first-purchase journeys, post-purchase engagement, repeat purchase, subscription activation and retention, loyalty, and win-back.
- Develop email and SMS campaign calendars, segmentation plans, automation roadmaps, and testing priorities grounded in customer behavior and business goals.
- Lead client conversations, presenting results and recommendations clearly, managing expectations, and bringing a confident point of view to complex strategic decisions.
- Coordinate specialists and designers across accounts, delegate effectively, and review briefs, creative, segmentation, and campaign builds to maintain a high standard of delivery.
- Stay close to execution: build or troubleshoot automation logic, lead-capture forms, and app integrations when needed, and ensure campaigns and flows are thoroughly quality-assured before launch.
- Turn cohort analysis, repeat purchase behavior, subscription performance, and lifetime value insights into practical opportunities for client growth.
- Mentor team members on retention strategy, analysis, execution, and quality control, helping them develop stronger judgment and greater ownership.
- Partner with Performance Marketing, Creative, and Strategy teams so acquisition investment, messaging, and lifecycle programming reinforce one another.
- Identify opportunities to deepen client programs through personalization, loyalty, subscription journeys, and stronger cross-channel coordination.
YOU SHOULD APPLY IF THIS SOUNDS LIKE YOU
- You have a strong track record of developing and scaling retention programs for DTC or e-commerce brands, with meaningful ownership of client relationships and performance outcomes.
- You combine strategic thinking with hands-on execution. You can build a compelling roadmap, guide a team through delivery, and get into the platform when a complex problem needs solving.
- You have deep experience with Klaviyo or a comparable email service provider, including segmentation, event-triggered journeys, lifecycle automation, and personalization, alongside working knowledge of Shopify and its ecosystem.
- You understand how to build effective SMS programs, including audience segmentation, cadence, and compliance considerations, using platforms such as Attentive, Postscript, or Klaviyo.
- You have developed loyalty or rewards strategies that improve repeat purchase and lifetime value, and understand how email and SMS support subscription sign-ups, retention, cancellation prevention, and win-back.
- You are fluent in retention measurement, including cohort analysis, repeat purchase rate, customer lifetime value, and LTV:CAC. You can connect channel results to revenue and explain what should happen next.
- You are comfortable setting commercial targets and building the forecasts and reporting needed to track progress against them.
- You have demonstrated leadership through direct management or strong cross-functional team leadership, with the ability to coach others, prioritize workloads, and raise the quality of delivery.
- You can manage multiple accounts and workstreams in a fast-paced environment without losing sight of strategic priorities or execution details.
- You communicate clearly with clients and colleagues at every level, translating complex data and technical concepts into focused recommendations.
- You stay curious about emerging tools, customer behavior, and best practices in DTC and lifecycle marketing.
WHAT IT’S LIKE TO WORK AT DARKROOM
Darkroom is not a typical agency. We are looking for A players who want to build something great. 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.
- Unlimited PTO + US holidays: Rebooting is part of the work. Take the time you need to stay sharp.
- Remote-First Culture: Many roles are fully remote. Employees based in or near our New York or Lisbon HQs are expected to work hybrid with weekly in-office time. Hub locations include Brazil and Spain.
- Health & Wellness: Company-sponsored medical, dental, and vision coverage.
- Finances, growth, and retirement: Darkroom offers a robust 401(k) program with company match and profit-sharing opportunities to help you save and grow as the company grows.
- Parental Leave: Flexible parental leave to support new parents during this important transition.
- Growth: Our interdisciplinary model gives every Darkroomer exposure far beyond their core role. Grow your skills, expand your influence, and stay at the forefront of the industry.
EQUAL OPPORTUNITY STATEMENT
Darkroom is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, 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.
