Senior Retention Marketing Manager

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 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.

About the role

We are hiring a Senior Manager, Retention—a seasoned CRM strategist and operator who brings equal parts creativity, technical depth, and leadership maturity to the table. 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.

You Should Apply if this sounds like you:

• You’re passionate about e‑commerce and digital marketing.
• You’re immersed in the world of direct‑to‑consumer growth marketing.
• 7+ years of work experience in digital marketing.
• You immerse yourself in scaling personalized D2C/e‑commerce email and SMS programs that build deep customer relationships for clients.
• You can creatively message the value propositions of any brand’s product catalog to create email and SMS campaigns that customers find to be engaging, informative, and persuasive.
• You have experience working in Klaviyo (or a similar ESP’s) including list segmentation, lifecycle drip automations, and triggered events.
• You have developed SMS and loyalty programming strategies and have experience working with SMS platforms such as Attentive, PostScript, SMSBump, or Klaviyo.
• You love making data driven decisions and excel at turning analytics into actionable SMS and email strategies that drive client revenue.
• You have experience developing and executing customer loyalty programs that enhance LTV.
• You’ve had at least one direct report before and exceptional leadership skills working with cross‑functional teams.
• Excellent verbal and written communication and presentation skills.

A Day in the Life:

• Serve as the senior point of contact for select clients, working to develop best‑in‑class retention strategies.
• 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.
• Report on strategic KPIs for clients, creating insights and actionable recommendations to grow client retention engagement and revenue.

Working at Darkroom

Darkroom is not a typical agency. We are looking for A players that want to build something great. There is no room in our organization for mediocrity and candidates that are not at the top of their game do not last. We move fast, think deeply, and expect every team member to bring insight and rigor to everything they touch.

Location, location, (or no) location:

Remote‑first culture with a strong community base. While many roles remain fully remote, employees hired to work from our New York or Lisbon HQs (opening early 2026) are expected to adopt a hybrid working model, including weekly in‑office appearances.

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.

Endless opportunities for growth: Our agency is founded on an interdisciplinary approach, giving Darkroomers insights into services far beyond your job description.

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.