Head Of Client Services Porto

Head Of Client Services
Porto
Porto, Porto District, Portugal

Head Of Client Services

Porto

Porto, Porto, Portugal

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 an organized and
- 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 for overseeing everything related to our operations team.

This requires a 30-day, 90-day, and 12-month view:

1. 30-day: Identify current existential threats / urgent churn risks.
2. 90-day: Determine the most important process updates / new service rollouts.
3. 12-month: Define 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:

1. Ensure Growth Managers & Retention Associates have access to new sales and churn dashboards/insights and are taking action based on this information.
2. Delegate and project manage new process creation to enhance service quality.
3. Support Retention Associates with account strategy, reporting, & optimizations.
4. Support Growth Managers with account strategy, reporting, & optimizations.
5. Ensure both Growth Managers & Retention Associates are proactively planning campaigns for clients.
6. Provide “boots on ground” support alongside team members when there is a client complaint.
7. 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:

1. Net-new employees are being onboarded properly and efficiently.
2. All changes to departments and individuals are being updated across all systems and communicated effectively.
3. Work to reduce friction from staffing or individual role changes.
4. Client onboarding is streamlined and precise over time.

Meetings Responsibilities:

1. Report during the Spice weekly management meeting - Monday.
2. Run growth manager weekly meeting.
3. Run email marketing & retention meeting.
4. End of week operations syncs.
5. End of week department head huddles.

Direct Reports: Growth Managers, Retention Managers or Associates (Email marketing team), Paid Media Specialists (Ads team), Design Associate, Menu Operations Specialist.

Experience & Skillsets:

1. Experienced Growth Marketer managing & running paid media campaigns.
2. Experienced with B2C email marketing campaign planning & management (Klaviyo, Mailchimp, etc).
3. Experienced with marketplace storefront optimization (Amazon, Uber Eats, Door Dash, Instacart).
4. Comfortable pulling, organizing, & sharing key insights from large data sets.
5. Data-driven manager & decision maker.
6. Highly-organized.
7. 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: 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.
• Parental Leave: Flexible parental leave benefits to support new parents during this important transition.

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.