How Zola communicates with couples is one of the most important things we do. We reach them at every stage of their planning journey: the chaotic early weeks, the final stretch, the big day, and everything after. The program is mature. There is a clear opportunity to make it dramatically smarter.
We're looking for a
Senior Manager, B2C Engagement & Retention to own that evolution. You'll inherit a strong foundation and be expected to push it forward: making communication more personal, more responsive, and more useful to couples at every stage. You'll manage one direct report and work across Product, Engineering, BI, and Creative to get there.
This is a systems-thinking role with real execution requirements. The right person knows what great customer communication looks like, and can bring it to life. Lifecycle-specific experience is a plus, but not required. How you think about customers, and what it means to show up at the right moment matters more.
What You'll DoOwn the strategyDefine how Zola communicates with couples across their entire planning journey: which audiences, which moments, which messages matter most and what the program needs next to get meaningfully better.
Build and evolve the programTake a high-volume, multi-channel program and make it smarter. Move it from one-size-fits-all towards segmentation that responds to where each couple actually is. Own the roadmap for how we get there.
Make personalization realBuild toward a program where messages feel relevant to this couple, not all couples. That means smarter use of behavioral data, dynamic content, and AI-assisted tools where they add genuine lift. Develop a clear point of view on where personalization moves the needle and where it introduces noise.
Run a rigorous experimentation programOwn the testing roadmap. Design clean experiments, read results honestly, and turn findings into program decisions. Define success in terms that connect to real business outcomes like activation, engagement, revenue.
Develop your direct reportManage and grow one direct report who owns day-to-day execution of the blast calendar and promotional sends. Set clear priorities so execution runs without your involvement on every send, freeing you to operate at the strategy level. Create real growth opportunities and hold the bar on quality.
Partner cross-functionallyWork across Product, Merch, BI, and Creative to move the program forward. Bring a clear point of view to every conversation and a genuine willingness to collaboratively build towards the best answer. The wins here are shared ones.
Responsibilities- 7-9 years in a B2C marketing role with real ownership over a customer-facing program.
- Demonstrated track record of building programs that move the needle on engagement or retention metrics
- You think at the journey level before the campaign level. Your instinct when a request lands is to ask where it fits in the full arc of the customer's experience.
- Analytically rigorous. You know how to design a clean test, read results honestly, and make program decisions from data rather than intuition alone.
- A natural pattern-matcher. You notice when something is off before it becomes a problem.
- Comfort with ambiguity and a bias towards figuring things out. This program is evolving and the person who runs it needs to be energized by that.
- Experience managing at least one direct report with genuine ownership over outcomes.
Background- Experience in lifecycle, CRM, retention or owned-channel marketing.
- Fluency in a modern lifecycle or CRM platform (Iterable, Braze, Klaviyo, etc). Comfort building logic and configuring triggers.
- Working knowledge of how customer data flows from a data warehouse into a CRM. You don't need to build the pipelines, but you need to know when something is broken and how to ask for the right fix.
- Hands-on experience with AI tools applied to marketing, whether in content generation, personalization or workflow automation.
- Looker or similar BI proficiency to build and own a performance reporting view without relying on an analyst.
- Experience navigating any platform or tooling migration while maintaining program performance.
Nontraditional candidates welcome. Mindset and aptitude matter more than a lifecycle-specific resume. If you understand customer journeys deeply, know how to build communication that moves them and can learn a new platform fast, we want to hear from you.
The salary range for this position is $120,000-$130,000. This full-time role will be hybrid at our office in NYC (Tuesdays & Thursdays).
