Engagement & Retention Manager

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