Head of Client Services
Darkroom📌 Core Information
🔹 Job Title: Head of Client Services
🔹 Company: Darkroom
🔹 Location: Mexico City, Ciudad de México, Mexico (Remote)
🔹 Job Type: Full-time
🔹 Category: 📞 Customer Service
📌 Essential Job Details
🚀 Job Overview
As the Head of Client Services at Darkroom, you'll lead the client retention strategy for Spice, an e-commerce agency focused on serving restaurant groups. This pivotal leadership role centers on service excellence, operational efficiency, and team management. You'll oversee all post-sale services and be responsible for managing the growth marketing team while ensuring client satisfaction and business performance metrics are met. This fully remote position supports a team in the EST time zone and is open to candidates based in Mexico, Portugal, Spain, and Brazil.
ASSUMPTION: Based on the listing, it appears this role is specifically for "Spice," which seems to be a division or brand within Darkroom that focuses on restaurant e-commerce services. The role combines both client service leadership and operational management responsibilities.
📋 Key Responsibilities
- ✅ Lead client retention strategy through service excellence, operational efficiency, and employee satisfaction
- ✅ Oversee all post-sale operations with 30-day, 90-day, and 12-month strategic planning
- ✅ Monitor and improve key performance metrics including churn rate, deliverable output, business performance, and client satisfaction
- ✅ Support Growth Managers and Retention Associates with account strategy, reporting, and optimizations
- ✅ Manage people operations ensuring proper onboarding, system updates, and role transitions
- ✅ Maintain quarterly operational procedures for client and employee onboarding, templates, and service scope updates
- ✅ Provide hands-on support when necessary, including filling gaps when team members are unavailable
- ✅ Lead key meetings including management meetings, growth manager meetings, and department head huddles
- ✅ Manage multiple direct reports including Growth Managers, Retention Managers, Paid Media Specialists, Design Associates, and Menu Operations Specialists
🎯 Required Qualifications
Education: Not specified
Experience:
- Experience managing and running paid media campaigns
- Experience with B2C email marketing campaign planning & management (Klaviyo, Mailchimp, etc.)
- Experience with marketplace storefront optimization (Amazon, Uber Eats, DoorDash, Instacart)
Skills:
- Data analysis and insight generation
- Data-driven management and decision making
- High organizational capability
- Knowledge of restaurant tech platforms (delivery apps and direct ordering platforms)
ASSUMPTION: While no specific educational requirements are mentioned, the advanced nature of this role suggests that a bachelor's degree or higher in marketing, business, or a related field would be expected. Additionally, the listing doesn't specify years of experience, but given this is a leadership role managing multiple direct reports, at least 5+ years of relevant experience would likely be required.
💰 Compensation & Benefits
Salary Range: Not specified
Benefits:
- Unlimited vacation policy and holidays (10 holidays throughout the year)
- Remote-first culture with hubs in Bay Area, New York, Philly, Lisbon, Sao Paulo, and Barcelona
- Equity incentives and profit-sharing opportunities
- Growth opportunities through interdisciplinary approach and cross-functional collaboration
- Flexible parental leave benefits
Industry Comparison: Not specified
ASSUMPTION: For a Head of Client Services role at a fast-growing agency recognized in the Inc. 5000, compensation would likely be competitive for the digital marketing industry in Mexico. Based on industry standards, leadership roles in this sector in Mexico City typically offer compensation packages that include both base salary and performance-based incentives.
📌 Applicant Insights
🔍 Company Context
Industry Position: Darkroom is a progressive omnichannel growth marketing agency focused on retail, e-commerce, and consumer businesses. Recognized as one of the fastest-growing private companies in America by Inc. 5000 (2023), a top 1% digital advertiser by Varos (2023), with founders named in Forbes 30 Under 30 for Marketing and Advertising North America (2024).
Company Size: Not specified
Company Stage: Growth stage, fast-growing company with international presence
ASSUMPTION: Given Darkroom's recognition as a fast-growing company and their international presence with hubs in multiple major cities, they appear to be in a significant growth phase. The company likely has at least 50+ employees based on their expansion and service offerings, though exact size is not mentioned.
📊 Role Analysis
Career Level: Senior leadership
Reporting Structure: The role appears to be a department head with multiple direct reports, though the listing doesn't specify who this role reports to
Team Size/Composition: The role manages a team that includes Growth Managers, Retention Managers/Associates, Paid Media Specialists, Design Associates, and Menu Operations Specialists
Growth Opportunities: Potential for advancement in a fast-growing company with cross-functional exposure and international presence
ASSUMPTION: Based on the comprehensive nature of this role and the fact that it oversees multiple specialized teams, this appears to be a senior management position that likely reports to a C-level executive, possibly the COO or CEO. The role seems positioned to potentially grow into a broader executive position as the company expands.
🌍 Location & Work Environment
Office Type: Fully remote role
Geographic Context: Open to candidates based in Mexico, Portugal, Spain, and Brazil, supporting a team in the EST time zone
Work Schedule: Not explicitly mentioned, but likely involves synchronization with EST working hours
Regional Considerations: Mexico City is a thriving tech and business hub in Latin America with a growing ecosystem for digital marketing and e-commerce services
ASSUMPTION: Given that the role supports a team in the EST time zone but is based in countries in different time zones, some flexibility in working hours would likely be necessary to accommodate meetings and collaboration. The remote nature suggests strong emphasis on digital communication skills and self-management.
💼 Interview & Application Insights
Typical Process: For senior leadership roles at growth-stage marketing agencies, interview processes typically include multiple rounds with various stakeholders, case studies or strategic exercises, and culture fit assessments
Key Assessment Areas: Strategic thinking, client relationship management, operational excellence, data-driven decision making, and leadership capabilities
Application Tips: Emphasize quantifiable results related to client retention, team management, and operational improvements in previous roles. Showcase experience with marketing technology and data analysis for restaurant or retail clients.
ATS Keywords: Client services, growth marketing, retention strategy, operations management, restaurant marketing, e-commerce, paid media, team leadership, data-driven, client retention, Klaviyo, marketplace optimization, Uber Eats, DoorDash
ASSUMPTION: These insights are based on standard industry practices for senior marketing leadership roles. The specific interview process may vary at Darkroom.
🛠️ Tools & Technologies
- Email marketing platforms: Klaviyo, Mailchimp
- Marketplace platforms: Amazon, Uber Eats, DoorDash, Instacart
- Restaurant tech platforms: Delivery apps and direct ordering (D2C) platforms
- Data analysis and reporting tools
- Client dashboard and portal systems
ASSUMPTION: While not explicitly mentioned, proficiency with project management tools, CRM systems, and marketing analytics platforms would likely be expected for this leadership role in client services and marketing operations.
👔 Cultural Fit Considerations
Company Values: Darkroom describes itself as "progressive" and focused on building "the future of advertising." They value team members as their "most sacred asset" and emphasize growth, flexibility, and work-life balance.
Work Style: Data-driven, highly organized, collaborative across departments, and adaptable to a remote-first environment
Self-Assessment:
- Are you comfortable working remotely while maintaining strong team connections?
- Do you thrive in a fast-growing, dynamic environment where processes may need continual refinement?
- Are you able to balance strategic planning with hands-on tactical execution when needed?
- Do you enjoy the challenge of retaining clients through exceptional service and relationship management?
ASSUMPTION: Based on the company's description as "progressive" and their emphasis on unlimited vacation and flexible work policies, Darkroom appears to have a modern approach to workplace culture that values individual autonomy alongside accountability for results.
⚠️ Potential Challenges
- Balancing strategic leadership with occasional hands-on tactical work when team members are unavailable
- Managing remote teams across multiple time zones and geographic locations
- Coordinating among various service departments to ensure consistent client experience
- Maintaining high client retention rates in a competitive marketing agency landscape
- Adapting quickly to rapidly evolving digital marketing platforms and restaurant technology
ASSUMPTION: These challenges are inferred from the job description and the nature of client services leadership in a fast-growing agency environment. The specific challenges may vary based on the organization's stage of development.
📈 Similar Roles Comparison
This Head of Client Services role combines elements of several related positions but with a specific focus on growth marketing for restaurant groups:
- VP of Client Success: Similar client retention focus but this role has more operational responsibilities
- Director of Account Management: Similar client relationship aspect but with additional team and process management
- COO: Contains operational elements but more specifically focused on client service delivery
- Director of Growth Marketing: Similar marketing focus but with added emphasis on service operations and client retention
ASSUMPTION: This comparison is based on standard industry roles and how this particular position appears to blend aspects of client services, operations, and marketing leadership.
📝 Sample Projects
- Developing and implementing a client retention dashboard that identifies at-risk accounts and prescribes proactive interventions
- Redesigning the client onboarding process to improve efficiency and ensure consistent quality of service delivery
- Creating standardized operational procedures and training materials for the Growth Marketing team to ensure consistent client communication
- Leading the development of new service offerings for restaurant clients adapting to changing marketplace dynamics
- Establishing cross-functional collaboration processes between Paid Media, Email Marketing, and Design teams to improve campaign execution
ASSUMPTION: These projects are illustrative examples based on the listed responsibilities and common challenges in client services leadership roles.
❓ Key Questions to Ask During Interview
- What are the current client retention metrics, and what targets would be expected in the first 6-12 months?
- How is the team currently structured, and what challenges exist in the current operational processes?
- What systems or technologies does the company use to track client satisfaction and team performance?
- How does Darkroom measure success for the Growth Marketing team beyond traditional KPIs?
- What are the most significant growth opportunities for Spice in the restaurant e-commerce sector over the next 1-2 years?
- How does collaboration work between the various global hubs, and how is the company culture maintained across a remote-first environment?
ASSUMPTION: These questions are suggested based on the role type and may need adaptation for specific interviews.
📌 Disclaimer
⚠️ This enhanced job description was AI-generated based on the original job listing. Information has been organized and supplemented with industry-standard insights where details were not provided. All assumptions are explicitly labeled. Applicants should verify all details directly with the employer before making decisions based on this content.
📌 Next Steps for Applicants
- Update your resume to highlight experience in client services, growth marketing, and team leadership specifically in e-commerce or restaurant sectors
- Prepare a cover letter that addresses how your experience aligns with Darkroom's focus on retention and operational excellence
- Research Darkroom and Spice further through their website, social media, and any recent press to understand their client base and service offerings
- Optimize your LinkedIn profile with relevant keywords like "growth marketing," "client retention," "restaurant e-commerce," and "operational leadership"
- Prepare specific examples of how you've improved client retention rates, streamlined operations, or built successful teams in previous roles
- Consider your alignment with Darkroom's remote-first culture and your ability to work effectively with team members across different time zones