Head Of Client Services
We're building the future of advertising and are looking for the minds to help us do it.
Darkroom is a progressive omnichannel growth marketing agency focused on retail,
- commerce, and consumer businesses. We have been recognized as one of the fastest growing private companies in America by Inc. 5000 (2023), a top 1% digital advertiser by Varos (2023), and our founders were named Forbes 30 Under 30 recipients for Marketing and Advertising North America (2024).
We are seeking an experienced growth Marketing leader to join our
- commerce agency focused on serving restaurant groups.
This is a fully remote role supporting a team in the EST time zone and is open to candidates based in Mexico, Portugal, Spain and Brazil. Overview We’re seeking a
- organized and data driven leader for our Growth Marketing team at Spice.
This role’s mission is firmly fixed on client retention, which is primarily a function of service excellence, streamlined operations, employee happiness, and at the beginning, jumping in when needed to plug holes with IC work.
You are the leader of Spice’s “product” — which is our platform of services. You are responsible to overseeing everything
- sale from our operations team.
This requires a 30-day, 90-day, and 12-month view:
30-day What are the current existential threats / urgent churn risks?
90-day What are the most important process updates / new service
- outs?
12-month What is the future state of our service architecture in order to adapt to market needs?
Top KPIs Churn % (Monthly/Quarterly)
Deliverable Output Pacing Per Client (Monthly)
Business Performance Pacing Per Client (Monthly/Quarterly)
Upsell % (Monthly/Quarterly)
Maintain Goal Contribution Margin per Department / Service (Monthly)
Monitor & Help Enable Marketplace Platform Spend % and Revenue under Management Growth
Overall Client Satisfaction (Monthly)
Client Discounts / Accounts Receivable from Client Dissatisfaction kept at $0 (Monthly)
Support On-time Payments with Director of Finance (Weekly/Monthly)
Core Responsibilities Current Services & Clientele Ensure Growth Managers & Retention Associates have access to new sales and churn dashboards/insights and are taking action on: hiring,
- boarding, and all other staffing decisions based on this info proactively
Delegate and project manage new process creation to enhance service quality
Support Retention Associates with account strategy, reporting, & optimizations
Support Growth Managers with account strategy, reporting, &
Ensure both Growth Managers & Retention Associates are proactively planning campaigns for clients
Provide “boots on ground” support alongside team members when there is a client complaint
Jump in to fill gaps when IC’s are on vacation or not meeting quality of service requirements
Ensure Growth Managers & Retention Associates have access to new sales and churn dashboards/insights and are taking action on: hiring,
- boarding, and all other staffing decisions based on this info proactively
Delegate and project manage new process creation to enhance service quality
Support Retention Associates with account strategy, reporting, & optimizations
Support Growth Managers with account strategy, reporting, &
Ensure both Growth Managers & Retention Associates are proactively planning campaigns for clients
Provide “boots on ground” support alongside team members when there is a client complaint
Jump in to fill gaps when IC’s are on vacation or not meeting quality of service requirements
Operations Manage people ops and client ops to ensure:
Net-new employees are being onboarded properly and in an efficient manner
Ensure all changes to departments and individuals are being updated across all systems, and communicated
- wide effectively
Work to reduce friction from
- staffing or individual role changes
Client onboarding is made more and more streamlined and precise over time
Managing Growth Managers, enruing
Nothing is being missed for active clients or
- boarding clients such that they would ask for a discount
Maintain quarterly cadence procedures related to operations:
Client onboarding checklist updates
Client dashboard / portal template updates
Employee onboarding checklist updates
Personal dashboard template updates
Service scope updates / trainings
Manage people ops and client ops to ensure:
Net-new employees are being onboarded properly and in an efficient manner
Ensure all changes to departments and individuals are being updated across all systems, and communicated
- wide effectively
Work to reduce friction from
- staffing or individual role changes
Client onboarding is made more and more streamlined and precise over time
Managing Growth Managers, enruing
Nothing is being missed for active clients or
- boarding clients such that they would ask for a discount
Maintain quarterly cadence procedures related to operations:
Client onboarding checklist updates
Client dashboard / portal template updates
Employee onboarding checklist updates
Personal dashboard template updates
Service scope updates / trainings
Net-new employees are being onboarded properly and in an efficient manner
Ensure all changes to departments and individuals are being updated across all systems, and communicated
- wide effectively
Work to reduce friction from
- staffing or individual role changes
Client onboarding is made more and more streamlined and precise over time
Managing Growth Managers, enruing
Nothing is being missed for active clients or
- boarding clients such that they would ask for a discount
Client onboarding checklist updates
Client dashboard / portal template updates
Employee onboarding checklist updates
Personal dashboard template updates
Service scope updates / trainings
Meetings Responsibilities Report during in Spice weekly management meeting - Monday
Run growth manager weekly meeting
Run email marketing & retention meeting
End of week operations syncs
End of week department head huddles
Direct Reports Growth Managers
Retention Managers or Associates (Email marketing team)
Paid Media Specials (Ads team)
Design Associate
Menu Operations Specialist
Experience & Skillsets Experienced Growth Marketer managing & running paid media campaigns
Experienced with B2C email marketing campaign planning & management (Klaviyo, Mailchimp, etc)
Experienced with marketplace storefront optimization (Amazon, Uber Eats, Door
Dash, Instacart)
Comfortable pulling, organizing, & sharing key insights from large data sets
Data-driven manager & decision maker
Highly-organized
Knowledge of restaurant tech platforms: delivery apps and direct ordering (D2C) platforms
What it's like to work at Darkroom We're building the future of advertising and are looking for the minds to help us do it. We only seek out the best—from our clients to our people. Our team is our most sacred asset, and we offer highly competitive salaries and the following perks:
Unlimited Vacation Policy and Holidays: Rebooting is one of the most important parts of growth. At Darkroom, you have access to a flexible vacation policy and 10 holidays throughout the year to keep you recharged and sharp.
Location, location, (or no) location: Remote-first culture with a strong community base. With Hubs in the Bay Area, New York, Philly, Lisbon, Sao Paulo, and Barcelona!
Finances, growth, and retirement: Equity incentives, and a
- sharing opportunity so we can help you save as the company grows.
Endless opportunities for growth: Our agency is founded on an interdisciplinary approach, giving Darkroomers insights into services far beyond your job description. Grow your skills and interests beyond your niche and stay at the forefront of the industry through total immersion in
- functional collaboration.
Parental Leave: flexible parental leave benefits to support new parents during this important transition, ensuring time to bond with their families while maintaining
- life balance.
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
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