Senior Manager, B2C Engagement & Retention

Zola; New York (NY); Hybrid; USD 120,000 - 130,000; Full time

Job summary

Zola is looking for a Senior Manager, B2C Engagement & Retention based in NYC to enhance our communication with couples throughout their wedding planning journey. This role involves strategizing and evolving our multichannel marketing program to improve personalization and engagement.

The ideal candidate will have 7-9 years in B2C marketing and experience in managing direct reports. The position offers a salary range of $120,000-$130,000 and will be hybrid at our NYC office.

Qualifications

• 7-9 years in a B2C marketing role with ownership over a customer-facing program.
• Demonstrated track record in driving engagement or retention metrics.
• Comfort with ambiguity and willingness to innovate.

Responsibilities

• Own the strategy for customer communication across the planning journey.
• Build a multi-channel program that evolves with customer needs.
• Run a rigorous experimentation program to test and analyze results.

Skills

B2C marketing experience

Analytical skills

Pattern recognition

Leadership

Experience with CRM platforms

Tools

Iterable

Braze

Looker

Job description

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 Do

Own the strategy

Define 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 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. Own the roadmap for how we get there.

Make personalization real

Build 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 program

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.

Develop your direct report

Manage 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-functionally

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.

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).

ABOUT ZOLA

We're Zola, the wedding company that will do anything for love. We're reinventing the wedding planning and registry experience to make the happiest moment in our couples' lives even happier. From engagement to wedding and decorating your first home, Zola is there, combining compassionate customer service with modern tools and technology… all in the service of love.

We built our entire platform from the ground‑up in 2013, and quickly became the fastest-growing wedding company in the country. Our team has deep experience creating award-winning online and mobile products that are helpful, intuitive, and simply magical. We're proud to have investor partners including Female Founders Fund, Comcast Ventures, Goldman Sachs, Canvas Ventures, Thrive Capital and Lightspeed Venture Partners, among others.

We are passionate about supporting all forms of love, and we're proud of our thriving community of over 2 million couples. We strive to hire a team that is as beautifully diverse as the couples getting married today, and we encourage individuals from every race, gender identity, age, sexual orientation, ethnicity, marital status, religion and perspective to apply. Zola will always be a place where every employee, couple, wedding guest, wedding vendor, and partner will be respected and accepted and valued.

Our headquarters is in NYC. Come work with us!