Senior Manager, Engagement & Retention

Zola•New York, NY

17h•$120,000 - $130,000•Hybrid

About The Position

Zola is seeking a Senior Manager, B2C Engagement & Retention to enhance its customer communication strategies. This role involves taking a mature program and making it smarter, more personal, responsive, and useful to couples throughout their wedding planning journey. The position requires strong systems-thinking and execution skills, with an emphasis on understanding customer communication and timely engagement. The manager will oversee one direct report and collaborate with Product, Engineering, BI, and Creative teams.

Requirements

7-9 years in a B2C marketing role with ownership over a customer-facing program.
Demonstrated track record of building programs that improve engagement or retention metrics.
Systems-thinking approach, prioritizing the customer journey over individual campaigns.
Analytical rigor, with the ability to design clean tests, interpret results, and make data-driven decisions.
Ability to identify issues proactively and a comfort with ambiguity and problem-solving.
Experience managing at least one direct report with ownership over outcomes.

Nice To Haves

Experience in lifecycle, CRM, retention, or owned-channel marketing.
Fluency in a modern lifecycle or CRM platform (Iterable, Braze, Klaviyo, etc.), including building logic and configuring triggers.
Working knowledge of customer data flow from data warehouse to CRM.
Hands-on experience with AI tools applied to marketing (content generation, personalization, workflow automation).
Proficiency in Looker or similar BI tools for performance reporting.
Experience navigating platform or tooling migrations while maintaining program performance.
Lifecycle-specific experience is a plus, but mindset and aptitude are prioritized.

Responsibilities

Own the strategy for how Zola communicates with couples across their entire planning journey, identifying key audiences, moments, messages, and program improvements.
Build and evolve the high-volume, multi-channel engagement program, moving towards segmentation and personalization.
Implement personalization strategies using behavioral data, dynamic content, and AI tools to make messages relevant to individual couples.
Run a rigorous experimentation program, including defining the testing roadmap, designing experiments, analyzing results, and translating findings into program decisions and business outcomes.
Manage and develop one direct report responsible for the day-to-day execution of the blast calendar and promotional sends.
Partner cross-functionally with Product, Merch, BI, and Creative teams, bringing a clear point of view and collaborative approach to drive program forward.