The opportunity
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
What you'll do
Set program vision and strategy. Own the multi-year roadmap for Managed: Marketing, including service tiers, packaging, delivery model, and how human expertise, automation and AI fit together. Turn this into annual goals, OKRs and investment cases for senior leadership.
Build and lead a leadership team. Hire, develop and retain a strong bench of: Managers. Set clear expectations, coach them as leaders, run talent calibration and succession planning. Create a culture of high craft, accountability and customer obsession.
Own program performance and economics. Be accountable for program KPIs such: as customer outcomes, retention, expansion and attach, CSAT/NPS, delivery SLAs and cost to serve. Work with Finance on capacity models, headcount plans, pricing inputs and margin improvement.
Design an operating model that scales. Build the structure, workflows and: governance needed to grow the program. This covers segmentation and book-of-business design, capacity and staffing models, QA frameworks, tooling, and playbooks for kickoff, planning, multi-channel execution and reporting. Find where standardization, specialization or automation can raise both quality and efficiency.
Build mechanisms for insight and accountability. Define the program’s metrics: framework, dashboards and business review rituals (weekly, monthly and quarterly) so leaders and partners can see pipeline, delivery health, customer outcomes and team performance. Use data to drive prioritization and continuous improvement.
Own quality, risk and escalations. Set the quality bar and compliance: framework (Toast Marketing Guidelines, legal and brand standards), and act as the executive escalation point for high-stakes customer issues.
What they're looking for
- Champion the customer and the story. Turn program learnings, customer: insights and success stories into inputs for product roadmap, go-to-market and executive communications. Represent Managed Marketing internally and, where appropriate, externally.
- –10 years in marketing or marketing services, including 3+ years managing: people in a delivery or account‑management context (e.g., agency team lead, or managed services lead).
- Demonstrated success running multi‑channel programs across Email, SMS,: Social, Offers/Promos, Loyalty, Gift Cards - and partnering on Paid Ads and SEO/Presence.
- Process‑oriented leader with a track record of building playbooks, SLAs, and: QA mechanisms that scale; comfortable with capacity planning and workload management.
