Retention Lead - Talent Pool at Darkroom · LumiJobs

Responsibilities

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.
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.

Qualification

You are fluent in retention measurementYou stay curious about emerging toolsWhat It’s Like to Work at DarkroomDarkroom is not a typical agencyUnlimited PTO + US holidaysRemote-First Culture

Required

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 understand how to build effective SMS programs, including audience segmentation, cadence, and compliance considerations, using platforms such as Attentive, Postscript, or Klaviyo.
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 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.

Retention Lead - Talent Pool

Responsibilities

Qualification

Required

Benefits

Company

Darkroom

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