Lead, Retention

About the role

Darkroom is seeking a senior leader to own and execute retention strategies for fast‑scaling e‑commerce brands. The Lead, Retention will design and run email, SMS and loyalty programs that boost customer lifetime value and drive sustainable growth. You will work remotely with a cross‑functional team and report to the Director of Retention.

Key responsibilities

• Develop and own strategic campaign calendars for email and SMS, aligning with client growth objectives.
• Lead a team of Retention Specialists and designers, delegating tasks, reviewing briefs and ensuring high‑quality deliverables.
• Analyze performance data, conduct cohort analysis and present actionable insights to clients.
• Set up automation flows, pop‑ups, app integrations and QA segmentation to guarantee flawless delivery.
• Collaborate with Performance, Creative and Strategy teams to create cohesive, data‑driven cross‑channel campaigns.

Required profile

• 7+ years of experience in digital marketing, specifically in D2C/e‑commerce retention.
• Proven ability to mentor and develop junior team members in a fast‑paced environment.
• Strong communication and presentation skills, capable of influencing clients and internal stakeholders.

Required skills

• Expertise with Klaviyo or similar ESP (list segmentation, lifecycle drips, triggered events).
• Hands‑on experience with Shopify and related tools (Octane AI, Okendo, Privy, Alia, Lifetimely).
• SMS platform knowledge (Attentive, PostScript, SMSBump, Klaviyo).
• Loyalty program platforms (Rivo, Smile.io, Yotpo).
• Subscription management tools (Recharge, Stay.ai, Loop, Skio).
• Retention measurement techniques such as cohort analysis, repeat purchase rate and LTV:CAC.

What we offer

• Unlimited PTO plus local holidays.
• Remote‑first culture with flexible work hours.
• Parental leave and growth opportunities through an interdisciplinary model.
• Equal‑opportunity workplace committed to diversity and inclusion.