Senior Retention Marketing Manager

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, replacing legacy advertising behemoths with a model built for speed, intelligence, and measurable impact. At our core, Darkroom is a human services company powered by Matter, 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.

We are hiring a Senior Manager, Retention—a seasoned CRM strategist and operator who brings equal parts creativity, technical depth, and leadership maturity. This is not a maintenance role; it requires strategic ownership, hands‑on execution, and a bias for measurable impact. You’ll lead a team of lifecycle marketing experts to build sophisticated email, SMS, and loyalty programs that drive retention, increase LTV, and power sustained growth for a portfolio of fast‑scaling e‑commerce brands. The role demands sharp customer insight to turn data into strategy, comfort with complexity, and the ability to influence clients and internal stakeholders alike.

Qualifications:

• 7+ years of experience in digital marketing.
• Immersed in scaling personalized D2C/e‑commerce email and SMS programs that build deep customer relationships for clients.
• Creative messaging of brand value propositions to create engaging, informative, and persuasive email and SMS campaigns.
• Passionate about developing creative customer journeys and loyalty programs that drive loyalty and lifetime value.
• Hands‑on experience with Klaviyo (or a similar ESP) including list segmentation, lifecycle drip automations, and triggered events.
• Knowledge of Shopify and related tech stack options such as Privy, JustUno, Yotpo, Octane AI, etc.
• Experience developing SMS and loyalty programming strategies and working with SMS platforms such as Attentive, PostScript, SMSBump, or Klaviyo.
• Ability to project‑manage multiple tasks in a fast‑paced environment for yourself, your team, and your clients.
• Data‑driven decision maker who excels at turning analytics into actionable SMS and email strategies that drive client revenue.
• Committed to continuous learning and staying on the cutting edge of DTC marketing trends and best practices.
• Experience developing and executing customer loyalty programs that enhance LTV.
• At least one direct report and exceptional leadership skills in cross‑functional teams.
• Excellent verbal, written, and presentation communication skills with the ability to articulate complex ideas to a wide variety of audiences.

Day in the Life:

• Serve as the senior point of contact for select clients and develop best‑in‑class retention strategies.
• Develop strategic campaign calendars and prioritize projects designed to scale clients’ email and SMS programs.
• Provide support and guidance to Retention Specialists in analyzing data, creating winning retention strategies, and preparing client reports.
• Project‑manage and delegate client tasks to your team, reviewing briefs and designs for approval before client delivery.
• Coordinate cross‑departmentally with Performance Marketing and Strategy teams to develop cohesive, creative campaigns that drive client growth.
• Assign segmentation and QA for email and SMS campaigns, ensuring flawless delivery to customer audiences.
• Report on strategic KPIs for clients, creating insights and actionable recommendations to grow retention, engagement, and revenue.
• Execute on automation/flow logic set‑up, pop‑up builds, and app integrations.

Benefits & Working at Darkroom:

• Remote‑first culture with a strong community base; hybrid model anticipated for future HQs.
• Flexible parental leave benefits to support new parents.
• Endless opportunities for growth across interdisciplinary services beyond your niche.
• High bar for performance, creativity, and ownership with relentless support across teams.
• Autonomy with accountability, truth over comfort, and outcomes over optics.

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.