Senior Manager, B2C Engagement & Retention

Responsibilities

• Own the strategy
• Define how Zola communicates with couples across their entire planning journey
• Build and evolve the program
• 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
• Develop a clear point of view on where personalization moves the needle and where it introduces noise
• Run a rigorous experimentation program
• 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
• 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

Requirements

• 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
• 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

Qualifications

• Fluent in English
• Ability to work independently and as part of a team
• Strong interpersonal skills
• Excellent written and verbal communication skills
• Ability to manage multiple projects simultaneously
• Proven ability to lead and mentor a team

Skills

• Customer relationship management
• Data analysis and interpretation
• Strategic planning and implementation
• Project management
• Collaboration and teamwork
• Communication and presentation skills

Benefits

• Flexible work schedule
• Competitive salary range of $120,000 - $130,000
• Health insurance
• Retirement plans
• Professional development opportunities
• Employee recognition programs
• Hybrid work model with office in NYC (Tuesdays & Thursdays)

Pay

$120,000 - $130,000 annually

Schedule

Hybrid work model with office in NYC (Tuesdays & Thursdays)