Zola
Senior Manager, B2C Engagement & Retention
New York · Senior · Full-time
Sponsorship not specified$120k-$130kDetected 21 days ago
Data VisualizationA/B TestingCRMCustomer SupportCommunication
About the role
- 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.
- There is a clear opportunity to make it dramatically smarter.
Responsibilities
- Own the strategy
- Take 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.
- Build toward a program where messages feel relevant to this couple, not all couples.
- Develop a clear point of view on where personalization moves the needle and where it introduces noise.
- Own 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.
- Manage and grow one direct report who owns day-to-day execution of the blast calendar and promotional sends.
- Create real growth opportunities and hold the bar on quality.
- Work 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.
- Demonstrated track record of building programs that move the needle on engagement or retention metrics
Nice to have
- making communication more personal, more responsive, and more useful to couples at every stage.
- 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.
Skills
- which audiences, which moments, which messages matter most and what the program needs next to get meaningfully better.
- Build and evolve the program
- Take 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.
- Make personalization real
- That means smarter use of behavioral data, dynamic content, and AI-assisted tools where they add genuine lift.
- Run a rigorous experimentation program
- Own the testing roadmap.
- Define success in terms that connect to real business outcomes like activation, engagement, revenue.
- Develop your direct report
- Partner cross-functionally
- Work across Product, Merch, BI, and Creative to move the program forward.
Compensation
- The salary range for this position is $120,000-$130,000.
This listing is sourced directly from Zola's careers page and normalized into a canonical job model.