The opportunity
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
What you'll do
Lead and develop a high‑performing Specialist team: hire/onboard, set goals, run weekly 1:1s, conduct QA reviews of campaign calendars and copy, and create career development paths; establish coaching rhythms and calibration across the team.
Own service delivery excellence: manage book‑of‑business assignments and capacity, track service progress and deadlines, and maintain response and delivery SLAs
Execute against existing playbooks/templates and flag gaps: evolve playbooks, scripts, and templates for kickoff, monthly planning, multi‑channel execution (Email/SMS/Social/Offers/Ads), and monthly reporting; drive consistency across Specialists while allowing for restaurant brand nuance. Measure what matters: monitor dashboards and mechanisms for visibility into pipeline, progress, and outcomes (e.g., plan on‑time rate, SLA adherence, campaign send/approval rates, channel performance, attach/expansion signals, and customer satisfaction).
Handle escalations and quality: serve as the first line for customer escalations; implement QA checklists and review cycles to ensure compliance with Toast Marketing Guidelines and legal/brand standards
Partner cross‑functionally to unlock scale: collaborate with Product and the Product Strategy team to pilot features and chart the path to scale
Document learnings and case studies: sharing wins within the pod/team
What they're looking for
- + years in marketing or marketing services, including 2+ 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.
- Strong marketing craft (strategy + execution) and coaching ability—able to: uplevel content quality, segmentation, and testing, and communicate the “why” behind plans.